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COMPLAINT  MANAGEMENT AND  RESOLUTION

投訴管理和解決

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

外部認(rèn)證和利益相關(guān)方的參與

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;