PART 4: HOW SHOULD BUSINESS RESPOND? To make it possible for grievances to be addressed early and remediated directly, business enterprises should establish or participate in effective operational-level grievance mechanisms for individuals and communities who may be adversely impacted. UN Guiding Principle, 29 Under the UN Guiding Principles, a business should establish accessible and appropriate systems to address grievances to ensure the remediation of negative impacts your company may have caused or contributed to. Having an effective grievance mechanism provides a direct line between an impacted individual or community and the business. This can enable a business to address a harm early before it escalates further. Going through the courts can also be a timely and expensive exercise. Examples of operational grievance mechanisms may include a confidential hotline, complaints box and an internal alternative dispute resolution process. 52 | Company operational grievance mechanism: IHG Resorts & Hotels IHG has established an independent and confidential channel where complaints can be made online or via the phone.138 Those who can make a complaint include IHG employees and anyone with a relation to IHG including its suppliers and their workers.139 Complaints can be made in relation to breaches of the company’s Code of Conduct which covers a broad range of issues related to human rights, the environment, fraud and theft, tax evasion and corruption and bribery.140 Complaints can be made in any language and the complaints management system is administered on an external server. Complaints are then sent to a small group of IHG staff who are responsible for reviewing and responding to the complaints.141