The Operating Framework establishes a clear operational mandate for the Office of the Ombudsperson. The Framework’s development benefited from consultation with a range of partners and experts including grassroots communities, WWF staff and senior leadership and civil society organizations, as well as undergoing a public consultation. This included in-person meetings with Indigenous Peoples and local communities to enhance accessibility. The valuable stakeholder views that surfaced informed the drafting of the Framework, including for example by making more explicit the role of Indigenous Peoples and local communities, and clarifying the Office’s relationship with WWF country offices and local grievance mechanisms. 

The Office of the Ombudsperson seeks to address environmental and social concerns related to WWF activities and enhance the embedding of human rights in WWF operations. The Operating Framework articulates how the Office - WWF’s independent accountability and grievance mechanism - operates as part of WWF’s Environmental and Social Safeguards Framework.

Grievance mechanisms are a fundamental pillar of stakeholder engagement and an essential part of implementing WWF’s activities. Under the Operating Framework, people will have the choice of raising their concerns directly to the Office of the Ombudsperson for them to be addressed. Complaints can still be lodged with national or project-level grievance mechanisms for resolution at the local level.

Adil Najam, WWF International President, said: “The Operating Framework, approved by the International Board, represents an important step towards enhancing accountability and establishing an independent process for those who need to raise concerns about how WWF activities impact them.  Communities are at the heart of all successful conservation work and the Office of the Ombudsperson  confirms WWF’s commitment to anchor and integrate human rights into conservation practices firmly and proactively.”

The Office’s complaint process to receive and manage complaints is based on the Operating Framework. The Office was formally opened in July 2025, and is available to receive complaints from stakeholders.