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3. Complaints procedure
from Social Report 2022
The FWF complaints mechanism is an important system to give each individual worker their own voice if their rights are not respected. By following the procedure, a complaint about the employer can be submitted anonymously. This complaint is then investigated by FWF and well-founded complaints are communicated with the brand and asked for a satisfactory solution. All our suppliers have received the workers info sheet in the local language and displayed it in a visible place. They also shared pictures of this.
If a complaint arises, our general responsible for production handles this claim, in consultation with our external CSR advisor. Through close contact and open communication this can be dealt with in an appropriate manner.
In 2022, for the first time we had to put this procedure in place. And more than once. After a training on social dialogue at Tekumut, several complaints were received through the FWF helpline: most of these were related to feelings of discrimination and mistrust by the middle management. A follow up to every complaint is discussed with the top management in Turkey, the procurement and CSR manager in Belgian, the external CSR advisor and FWF. Organizing a new worker satisfaction survey was one of the responses of the management. Furthermore, the engagement for a further professionalization of the social dialogue is an important next step.
4. Training & Capacity building
At Tekumut, after a Worker Education Program took place in 2021, a training on Social Dialogue took place in March 2022.
We will give follow up to this training, as the FWF expert will guide the factory through the set up process of a more professionalized internal social dialogue system. We are confident that with a better functioning internal social dialogue, the number of complaints by the FWF helpline will decrease.
To keep our staff in our HQ in Gent informed, our fair wear engagement and progress is discussed regularly in staff meetings. Our CSR manager and CSR advisor attend regularly FWF online trainings, f.e. on living wages, alternative trainings for supplier, excessive overtime tools, communication guidelines, etc.
