What is the Grievance Mechanism?

Voltalia has established a Grievance Mechanism to ensure that any person or group of people who has a complaint or concern regarding Voltalia’s activities related to the Spitalla Solar project can raise them and receive a response from the company on how their concern or issue will be addressed. The procedure applies to past and current activities. This mechanism has been set up considering the importance of transparency and accountability and is aligned with EBRD standards, which Voltalia follows. Concerns or complaints from project-affected people, as well as from other stakeholders, can be freely raised and will be addressed in a fair, objective, and constructive way.

How can I report a complaint?

A complaint can be reported through the following channels:

• Direct communication with Voltalia’s site management team or contractors

• By calling the number: +355684027034

• By submitting the complaint at one of the entry points of the Spitalla construction site

• By sending an email to: spitalla@voltalia.com

• By filling out the online form available at the provided link

• By sending a letter to:

Bulevardi Bajram Curri,

European Trade Center (ETC), 14th floor,

Tirana, Albania

What types of complaints can I submit?

• Consequences of the project or its activities that negatively affect your daily life

• Negative impacts on a person, family, or community (e.g., financial loss, loss of resources, physical harm)

• Criminal activity

• Unlawful financial practices, misconduct, etc. 

What are the key steps of the mechanism?

1. Complaint registration

Once your complaint is registered, it proceeds through the Grievance Mechanism. If you submit the complaint form using the link provided and choose to report anonymously, the complaint will be reviewed, but you will not receive information on its resolution process.

2. Acknowledgment of the Complaint 

Your complaint will be acknowledged within 7 days of the receipt. This acknowledgement means the complaint reference number, a contact person, and the expected timeline for resolution.

3. Resolution of the Complaint

Voltalia assigns an employee or a team responsible for investigating your complaint. The expected resolution time is approximately 21 days. The assigned contact person will keep you informed about the investigation results and the proposed resolution.

4. Appeal 

If you are not satisfied with Voltalia’s proposed resolution, you can appeal the case for review. During the appeal process, you may be asked to present additional facts, new information, or further arguments related to the complaint. Additionally, the complaint can be freely referred to external resolution outside Voltalia at any time. This will not affect the internal resolution process, and Voltalia will continue cooperating with you to find a solution.

5. Agreement and implementation 

After the investigation, Voltalia will contact you to offer the proposed resolution or explain why no further steps are necessary. Once you and Voltalia reach an agreement on corrective actions, the responsible employee will ensure their implementation.

6. Closure of the complaint 

After the agreed corrective actions have been implemented, the complainant signs the closure of the complaint, confirming their full and proper implementation.