Criteria 6.3: Criteria 6.3: Workers’ rights are respected
6.3.16 There are specific channels in place for hearing concerns, complaints and grievances from workers. Concerns are addressed in a transparent, open and timely manner, with participation of all relevant actors.
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Workers can share concerns and complaints by various means, including:
training supervisors to listen and respond to workers
implementing telephone and web-based hotlines
conducting employee satisfaction surveys
hosting employee focus groups
making ombudsmen and suggestion boxes available
The level of complexity and/or size of the organisation will define which channel(s) is(are) the most appropriate. Small/family businesses may have other mechanisms to collect such complaints.
This requirement applies to any kind of contracted workers, including subcontracted workers.
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INTERVIEWS
Conversations with workers individually or in a group (without the presence of employer) in order to identify what are the channels in place for hearing concerns and grievances from workers. Try to understand whether the mechanism is really in place and working properly. Conversations with employer to confirm that the information provided by the worker (the employer can also be interviewed before the workers).
DOCUMENTATION
Records of complains and how things were solved.
OBSERVATION
Signs or other tools (i.e., complaint boxes) to collect complaints/grievance from workers. Scoring guidance
0 - There are no specific channels in place for hearing concerns, complaints and grievances from workers
1 - There is an ad hoc system of hearing concerns, complaints and grievances from workers. Most concerns are not addressed in a transparent, open and timely manner, without participation to all concerned
2 - There are specific channels in place for hearing concerns, complaints and grievances from workers. Although in some instances, concerns are not addressed in a transparent, open and timely manner, and without participation to all concerned
3 - There are specific channels in place for hearing concerns, complaints and grievances from workers. Concerns are addressed in a transparent, open and timely manner, with participation to all concerned.
Score 2 to be reached from the second audit
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Importance
Critical stepwise
ApplicabilityCultivation & wild collectionOaSSub-suppliersField operators |