Grievance Procedure

At Solarise Africa, we are committed to maintaining the highest standards of fairness, transparency, and accountability in all our operations. We recognise that grievances—whether from employees, partners, contractors, clients, or community members—are important opportunities to learn, improve, and uphold our values of integrity, equity, and respect.

This Grievance Procedure outlines the formal mechanism through which both internal and external stakeholders can raise concerns related to our operations, partnerships, or conduct.

Who Can Submit a Grievance?

We welcome grievances or concerns from:

• Employees at any level across the Solarise Africa Group
• Contractors, partners, or suppliers working with Solarise Africa
• Clients and business stakeholders impacted by our services
• Community members or third parties affected by Solarise Africa projects

Types of Grievances Covered

Our grievance process covers (but is not limited to) the following:

• Unfair treatment, harassment, or discrimination
• Health, safety, or environmental concerns
• Community impact or land-use issues
• Workplace-related issues (for internal staff)
• Non-compliance with policies, procedures, or contractual terms
• Any adverse impacts associated with Solarise Africa’s projects or operations

Grievance Submission Channels

Anyone wishing to raise a grievance can do so via the following channels:
Email: grievances@solariseafrica.com
Grievances may be submitted anonymously. All submissions will be treated with strict confidentiality.

Our Resolution Process

We aim to resolve grievances fairly, respectfully, and in a timely manner. The steps are as follows:

1. Acknowledgement: All grievances will be acknowledged within 3 working days.
2. Assessment & Investigation: Depending on the complexity, the grievance will be investigated by an appropriate team member or escalation committee.
3. Resolution: We aim to provide a formal response and resolution within 10–15 working days. If additional time is needed, the grievant will be informed.
4. Appeal: If the complainant is not satisfied with the outcome, they may request a formal review by senior management or, for internal staff, escalate to the CEO.

No Retaliation Policy

Solarise Africa maintains a strict non-retaliation policy. No individual—internal or external—will suffer negative consequences for raising a concern in good faith. However, grievances made with malicious intent or falsehoods may be subject to review.

Transparency & Improvement

All grievances are documented and reviewed regularly to identify trends, improve practices, and uphold accountability across our operations. The existence and functioning of this grievance mechanism form a key part of our Environmental and Social Management System (ESMS) and corporate governance.

If you have a concern or feedback, we encourage you to speak up. Your voice helps us do better—for our team, our partners, and the communities we serve.