COMPLAINT MANAGEMENT AND RESOLUTION
投诉管理和解决
1. An effectively communicated and documented complaints procedure is readily available to workers in appropriate language(s). The procedure permits workers to settle complaints directly with their immediate supervisor, or if they choose, with someone other than their immediate supervisor. The procedure describes the steps that supervisors and managers take to protect personnel who file complaints (9.6.1).
2. Personnel demonstrate knowledge and understanding of the organisation’s documented complaints procedure (9.6.1). Specifically, personnel understand that the procedure is:
a. Available to all personnel;
b. Intended to collect comments, recommendations, reports or complaints concerning the
workplace and/or non-conformances to the SA8000 Standard;
c. Confidential;
d. Unbiased; and
e. Non-retaliatory.
3. There is a specific person (or multiple persons) who is responsible for investigating, following up on and communicating the outcome of complaints received. This person demonstrates knowledge and understanding of the documented complaints procedure (9.6.2).
4. Personnel demonstrate that complaints are acted upon by the organisation. Personnel receive communication on the outcome of complaints received (9.6.2).
5. The steps the organisation takes when receiving complaints from interested external parties are addressed by the complaints procedure or another procedure (9.6.2).
EXTERNAL VERIFICATION AND STAKEHOLDER ENGAGEMENT
外部认证和利益相关方的参与
1. Relevant stakeholders in the community have been identified and are involved in the SA8000 compliance process in at least one of the following ways (9.7.2):
a. Consultation during internal or external audits;
b. Meetings to discuss SA8000 compliance issues;
c. Co training of workers and/or managers on SA8000 compliance issues;
d. Reporting on complaints and resolutions regarding SA8000 compliance issues;
e. Cooperation in surveying workers on SA8000 compliance issues;