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Complaints Procedure Guidance on the Supply Chain Act

Effortless set-up of complaints procedure with template

According to the Federal Office for Economic Affairs and Export Control, the complaints procedure must fulfil the following requirements:
  • Accessible to both internal and external parties
  • Freely available at any time without time restriction
  • Easily accessible to all stakeholders
  • Possible to be anonymous in order to mitigate possible negative consequences
  • Language accessibility through simple language and language selection

Free template for complaints procedure LkSG

Use our complaints procedure template in our free trial for 30 days. Follow our instructions and set up your own complaints procedure in no time.

Netigate is a reliable partner for more than 1,500 companies worldwide.

This is how you proceed: How to use Netigate complaints procedure directly

What does a complaints procedure look like according to BAFA?

By observing the following guidelines according to BAFA (Federal Office for Economic Affairs and Export Control), an effective and fair complaints procedure can be ensured. Possible violations of human rights and environmental standards in global supply chains should thereby be reported and dealt with appropriately. 1. Internal and external: The complaints procedure must be open to employees and suppliers of the company (internal) as well as to external stakeholders, such as human rights defenders or the public. 2. Available at any time: The procedure should be available at any time, so that complaints can be filed at any point in time without being limited to certain times or working days. 3. Easily accessible: The procedure must be easily accessible to all stakeholders. There should be clear information on how and where to file complaints. 4. Possible anonymity: To mitigate possible concerns about negative consequences, there should be the possibility to file complaints anonymously. 5. Language accessibility: The complaints procedure should be available in simple language in different languages to ensure that it is accessible to all affected parties, regardless of their language skills.

Here's how you proceed: How to use Netigate complaints procedures directly

Get started with free templates

This template is already multilingual in both German and English. To comply with the guidelines, personal contact details are deliberately not marked as required. In addition, the country selection is based on BAFA's recommended country list from United Nations Statistics Division. The logics are based on the complaint type (human rights, environmental protection or other) and the individual complaint subjects are linked by complaint request through respective logics. This means that if someone wants to report a company for human rights and more specifically for possible child labour, by logic they only get the specific form for child labour. This is not only more user-friendly for the person, but makes your work easier afterwards when you have to document the cases and report on the possible violations.

Adapt the template to your corporate design

After you have opened the template, you can adapt it to your needs and your corporate design. For example, you can completely change the design in the settings bar and add your own logo. Also customise your company details in the template, such as company name and contact information. Of course, you can also customise entire question fields and pages.

Step 3
Would you like to include more languages?

No problem! You have two options: Method 1: You can activate the different languages in the settings and then start translating the questions and info texts directly. The advantage here is that you thus have all languages in a single survey, but with several languages it can also mean some hard work. That's why there's method 2: You can copy all surveys as often as you like and upload the translations of the questions at once with Magic Import. This is the easiest method and with language-separated surveys, you can use them more flexibly on your global websites, for example. You can thus set up an overview for the different countries on your website and link the respective languages.

Usable everywhere due to various distribution options

One of the guidelines of the Supply Chain Act requires easy access to the complaints procedure. You can choose several suitable distribution methods for your procedure with Netigate: a. Email: Send the survey via Netigate's email system. This way you can start by informing your suppliers about your complaints procedure and send a reminder email at regular intervals. b. General link: Generate a survey link and use it in your email signature, for example, or convert it into a QR code for offline activities. c. Website embedding: Place your complaints procedure on landing pages, e-shops, blogs or other online platforms. d. (Two-way) SMS: Communicate even more flexibly and quickly using text messages.

Set up alerts and notifications

Adjust the contact email in the settings so that the responsible person receives a notification email directly with the collected data for each complaint submitted. This way you can react quickly to complaints received. In addition, you can set Live Alerts and thus react quickly to critical, imminent offences. First you determine a trigger, such as when the field "the offence is imminent and urgent" was selected and set this in the logic. Then you set the notifications. You can follow the complaints on live dashboards. We also have a step-by-step guide on how to set the triggers and logics in no time.

Create documentation and reports in seconds

An essential part of the Supply Chain Sourcing Obligations Act (LkSG) is documentation and reporting. Netigate has a comprehensive reporting function. Features include report export to Excel, which allows you to quickly and easily transfer your data to Excel format. The Quick Analysis gives you a quick overview of the most important results, so you can immediately identify the relevant information. With the help of filters you can better segment the collected data and gain specific insights. In addition, Netigate offers KI-driven text analysis, which automatically captures your responses and groups them into predefined topics. This saves you valuable time in manually sorting the responses and quickly gives you a clear overview of the most important statements and complaint points.

Now apply the steps directly!

Try our complaint procedure template free of charge for 30 days.

Extra step with extra support: We're happy to help with your LkSG projects

Netigate Consulting Expert Team

Netigate Consulting offers individual expert support and tailored solutions for your supply chain act projects in the implementation of due diligence. In our team, we combine professional expertise from the fields of social sciences, economics and statistics with practice-oriented know-how. The project process with Netigate Consulting is divided into the following phases: 1. Setup: In a kick-off workshop we jointly define the study design and develop the specific questionnaire. 2. Implementation: Our team takes over the questionnaire programming and takes care of the address handling as well as the background variables. 3. Implementation: We support you in sending out the survey and monitor the field process. 4. Analysis: Once the data collection is complete, we process the data and conduct a comprehensive data analysis, which serves as the basis for reporting. 5. Communication: We present the results to you in a meaningful results presentation, and if you wish we can also offer you a train-the-trainer workshop. 6. Measures: Together we develop measures based on the findings of the survey in an action planning workshop. Our team accompanies you in the implementation of these measures and advises you on further survey concepts. We give you the choice between a full-service approach or a do-it-yourself option. Our team of experts at Netigate Consulting is there to support you at every stage of your LkSG project - from designing the questionnaire to communicating the results.

How can Netigate Consulting support you?

We will be happy to show you! Our experts look forward to meeting you and learning more about your projects:

Why set up a complaints procedure?

Corporate responsibility
Companies are often involved in global supply chains with many suppliers and subcontractors. The complaints procedure ensures that companies must take responsibility for respecting human rights and environmental standards throughout their supply chain.
Transparency and disclosure
The complaints procedure promotes transparency in supply chains by forcing companies to disclose and report on how their suppliers monitor and enforce human rights and environmental standards throughout their supply chain.
Reputational risk prevention
Companies linked to human rights abuses or environmental violations in their supply chains could face significant reputational risk and damage to their image. The complaints procedure is designed to encourage companies to carefully review their supply chains and ensure that they are operating ethically and sustainably.
Human rights protection
In many countries, human rights such as working conditions, worker health and safety, forced labour, child labour and discrimination are not adequately protected. The complaints procedure is designed to enable those affected to report violations of their rights by companies in supply chains and to demand justice.
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Promoting sustainability
By forcing companies to implement more sustainable practices in their supply chains, the complaints procedure helps to promote social justice and environmental protection.
Failure to comply with the requirements of the Supply Chain Act, including establishing a complaints procedure, may result in sanctions against the company. This may include fines, exclusion from public contracts or other legal consequences.

When do you need to set up a complaint procedure?

The complaints procedure must be accessible at different times depending on when companies fall within the scope of the law: Companies with more than 3,000 employees, and thus covered by the law from 1st January 2023, must have a functioning complaints procedure in place from that date. For companies with more than 1,000 employees, the obligation will apply from 1st January 2024.

Get started with the template right away!

Test our complaint procedure template free of charge for 14 days and see for yourself how easy it is to implement a LkSG-compliant procedure.

Why should you choose Netigate for your complaints procedure?

Secure & DSGVO compliant
Your sensitive feedback data is safe with us, because data security is our top priority. We meet the requirements of the DSGVO and have servers in Germany. This means that you can create surveys in accordance with ISO 9001 and securely record your suppliers' feedback and complaints online.
Support from experts
We offer a global solution with local support and advice. Our in-house experts help you ask the right questions and make data-driven decisions for your supplier surveys and complaints.
Everything you need
With the powerful and intuitive survey tool, you can easily create, distribute and analyse surveys of all kinds. Create your own complaint procedure or use our professionally designed templates to better reach your target groups.
Simple integration
With the Netigate API, you can create custom data integrations that adapt to your existing workflows. By automating your surveys, you can save time and work more efficiently.
Reliable data collection
Did you know that Netigate has conducted one of the largest surveys in the world with over 6.5 million respondents? That requires stability, knowledge and capacity. We offer you stable software that you can rely on even for advanced supplier feedback projects.
Powerful analysis
With our survey tool, you get in-depth analysis and actionable insights. We help you make data-driven decisions with confidence from a sea of data.

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A complaints procedure template is a pre-designed survey template that serves as a guide to systematically record and address complaints or concerns raised by stakeholders throughout the supply chain. The template helps implement the Supply Chain Act by covering the following aspects:

1. Contact details

2. Description of the grievance procedure

3. Complaint form incl. date, name, contact information, description of the incident, persons involved, etc.

4. Type of complaint with classifications of human rights violations, discrimination, working conditions, environmental violations, etc.

5. Anonymity option to ensure the safety of the complainant.

6. Declaration of confidentiality by reference to the confidentiality and handling of the information.
Yes, as a Netigate customer, you have free access to all the templates in our tool - just like in the trial version, you can access the complaint procedure template directly and use it immediately. Try Netigate here and see our templates.
You can create your complaint process using Netigate's free template. You can completely redesign your own surveys with our easy drag-and-drop interface, or choose our ready-made template when you click "Create new survey" after logging in. Test Netigate here and check out our templates.
Yes! We have a dedicated team of experts to help you with all your questions. From setting up and running the surveys to analysing the data and the decision-making process - we are here for you and your business. On our homepage at Knowledge Hub you will find many helpful blog articles, reports, video tutorials and also Ebooks.

Do you have questions?

Our experts will be happy to help you!