FAQ on the Grievance Mechanism for the Sustainable Sourcing Code

Q : What is the Grievance Mechanism?

A :  The Grievance Mechanism has been established to receive reports on non-compliance with the Sustainable Sourcing Code and to promptly and appropriately respond to these reports in a fair and transparent manner.

Q : What is covered by the Grievance Mechanism?

A : The Grievance Mechanism deals with reports about non-compliance with the Sustainable Sourcing Code, related to products and services procured by Tokyo 2020 and licensed products.
However, there are some cases the Grievance Mechanism does not cover, e.g. a pending case undergoing another conflict resolution process wherein the issue in the conflict resolution process is substantially identical with the one in this Grievance Mechanism.

Q : How can a report be made?

A :  A report can be filed by e-mail or by post to the below address.

E-mail address : grievance (at) suscode.tokyo2020.jp
The e-mail address has been formatted to avoid spam. Please replace "(at)" in the above address with the @ symbol.

Postal address :
Sustainability Dept., Administration Bureau
The Tokyo Organising Committee of the Olympic and Paralympic Games
11th floor, Shinjuku Park Tower, 3-7-1 Nishi-shinjuku, Shinjuku-ku, Tokyo, 163-1011

Q : How long will the Grievance Mechanism be available?

A :  Reports can be received until November 30, 2020.

Q : Can a report be made from overseas?

A :  Yes. The Grievance Mechanism deals with reports from overseas as well as domestic ones.

Q : What languages can be used for reporting?

A :  The language of the report should be Japanese or English, but other languages are also responded to the extent possible.

Q : What kind of information is necessary for the contents of a report?

A :  It is necessary to include the following information in the Reporting Form
(1) Name, address, contact details of person/party reporting
(2) Information about the person/party to be reported
(3) Detailed information about the negative impact(s)
(4) Detailed facts of non-compliance and the provision within the Sourcing Code that is subject to the non-compliance
(5) Causal relationship between non-compliance with the Sourcing Code and the negative impact(s)
(6) Expected solution of the person/party reporting
(7) Record of dialogue with the person/party to be reported
(8) Whether or not it corresponds to a case pending in another conflict resolution procedure or a case where procedures in the Grievance Mechanism is currently ongoing.
(9) Whether to use an agent with evidence that the person/party reporting authorizes the agent.

Q : Is anonymity of the person/party reporting secured?

A :  While real name and contact details must be provided in Reporting Form. This information will not be disclosed, if the person/party reporting prefers to remain anonymous in the process.

Q : How will a report received be proceeded in the Grievance Mechanism?

A :  The standard process of handling reports received is shown in Nos. (1) – (9) below. There may be cases wherein some steps are conducted in parallel or some steps are omitted, depending on the content and nature of the report.
(1) Reception of reports
(2) Confirmation of reports
(3) Compilation of information and establishment of Advisory Panel
(4) First dialogue between the parties concerned
(5) Examination of the facts
(6) Second dialogue between the parties concerned
(7) Determination of resolution
(8) Improvement measures
(9) Completion of the case

Q : What happens if agreement cannot be made on a dialogue between the parties?

A :  In case that dialogue between parties concerned is not successful, Tokyo 2020 will determine a resolution that may include its opinions on the report and improvement measures it requires to parties, based on information about background of the case, claims of both parties concerned, and summary of investigation results, after which relevant parties will be informed about the resolution.

Q : What is Advisory Panel? How does it work?

A :  Tokyo 2020 establishes an Advisory Panel composed of experts in order to enhance the neutrality and fairness of implementing the Grievance Mechanism. Advisory Panel is tasked to advise from a neutral standpoint when processing each report within the scope.

Q : Who will select members of Advisory Panel? Will the parties' requests be considered?

A :  Tokyo 2020 will select Advisory Panel member(s). Tokyo 2020 shall also take into full account the views of the Sustainable Sourcing Working Group beforehand, and if dialogue between the parties concerned is expected, shall listen to, and strive to respect requests from the parties concerned regarding the selection of Advisory Panel member(s).

Q : How long does it take to complete the process?

A : As a standard processing period, the period of time from the receipt of a report until the completion of the first dialogue is expected to be 1-2 months. The period of time from the examination after the first dialogue until the determination of the resolution is expected to be 3 months. However, it may take more time depending on the content and nature of the report. In such cases, the person/party reporting, the person/party to be reported, and other relevant parties are informed in a timely manner.

Q : Is it possible to make a report concerning products/services procured by other organizations than Tokyo 2020 to this Grievance mechanism?

A : The scope of this Grievance Mechanism is non-compliance with the Sustainable Sourcing Code related to products and services procured by Tokyo 2020 and licensed products.
For your reference, Tokyo Metropolitan Government (TMG) and Japan Sport Council (JSC) have respectively established a grievance mechanism for the Sustainable Sourcing Code as described below.

(Download a file)https://tokyo2020.org/en/games/sustainability/data/establishment-sustainablesourcingcode_EN.pdf (PDF: 102.8 KB)

Q : Will the progress and results of the report processing be disclosed?

A : Tokyo 2020 discloses status of the process, and summary of the result of reports received, on its website, from the viewpoint of transparency.