INFORMATION COMPLAINT
- 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.
- 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
- 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.
- 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
