Image credit: © GIZ/Kirchgessner
Dealing with complaints
International standards and frameworks such as the UN Guiding Principles on Business and Human Rights or the OECD Due Diligence Guidance for Responsible Supply Chains in the Garment and Footwear Sector unanimously demand that companies provide effective grievance mechanisms for people who are potentially affected by social and environmental impacts.
This applies in cases where companies have caused the negative impacts or have contributed to them through their suppliers or through their business or purchasing practices. If violations of rights have occurred, companies must take remedial action and, if necessary, provide compensation for any damage caused.
The Textile Partnership supports its members in establishing or participating in effective grievance mechanisms along their own supply chains. The Textile Partnership do not have an own grievance mechanism through which an agreement can be reached.
However, if the Partnership receive information about specific grievances or incidents in the supply chain, these are processed as follows:
- The Partnership Secretariat informs the member concerned and the steering committee.
- The member is given the opportunity to respond.
- The steering committee discusses the case at its next regular meeting and adopts a response letter to both the sender and the member.
- If necessary, the Partnership Secretariat supports the coordination of an initial exchange between the parties concerned and the identification of possible external partners (e.g. alternative grievance procedures and/or dispute resolution options).
- The Coalition Secretariat repeatedly inquires with the member regarding the results and the status of the resolution of the case. Depending on developments, the steering committee may revisit the case.
Information can be sent to mail[at]textilbuendnis.com.
Further information on this topic can be found under Due Diligence. The info paper “Ensuring and promoting access to redress and grievance mechanisms. Understanding and implementing due diligence obligations” can be found there.