1. What is a complaint?
  • A communication about an undesirable situation, a misconduct, a grievance. Basic Law (Art.17) Everyone has the right, individually or in association with others, to address written requests or complaints to the competent bodies and to the people’s representation.
  1. Types of complaints that are queried in the complaints portal:
  • Violation of human rights
  • Discrimination and/or violence against minorities, religious groups
  • Discrimination and/or violence against women
  • Discrimination and/or violence against the same sex
  • Exploitation and slavery, physical and psychological violence
  • Child labor
  • Environmental violations
  • Lack of occupational health and safety
  • Wage dumping – minimum wage is not paid
  • Wages are withheld
  • Extreme overtime, no adequate breaks
  • Restriction and prohibition of freedom of assembly
  • No access to clean drinking water
  1. Goal of the complaint:
  • The individual: to eradicate a grievance and turn dissatisfaction into satisfaction.
  • The environment: to limit and remedy a grievance (environment/emissions/water pollution); and
  1. What do you do with a complaint? What processes are triggered in the company when a complaint is received?
  • Inventory: Factual review/separation of emotion and factuality.
  • Inform GL
  • Provide understanding
  • Strengthen bond
  • Actively listen, question, if possible contact the person concerned
  • Check credibility of the complainant
  • Take notes
  • Ask for apology where possible. Compensation, where necessary.
  • Record and evaluate cause, reasons and frequency of complaints.
  • Observe reaction and behavior of affected persons, if possible
  • Adhere to processes based on default documents
  • Search for solutions, record and implement
  • Bring about improvement for the future