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.
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
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
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
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.
Actively listen, question, if possible contact the person concerned
Check credibility of the complainant
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