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2. principles
The identity will not be disclosed to third parties unless this is essential for processing the case and following up the tip-off, or if this is required under the applicable laws in the context of investigations by national authorities or court proceedings.
MBA-Solutions also investigates anonymous complaints. An anonymous reporting option exists in particular via the digital whistleblowing system. To ensure that whistleblowers can still be contacted for queries or feedback, they have the option of setting up a protected mailbox at the end of the report while remaining anonymous. Link Complaint Form - MBA Solutions.
Any kind of retaliation is strictly prohibited throughout the supply chain. Suppliers are obliged to do so by accepting our Code of Conduct.
3. complaints office
The MBA-Solutions Sustainability Manager heads the Complaints Office. The complaints office is independent and has protection against dismissal through this function. He/she takes action against a complaint by initiating the necessary steps or forwarding the data to the person responsible.
4. options for submitting complaints
By e-mail to: complaint@mba-solutions.de , Tel: +49(0)22 41/23401 54
By post to: MBA-Solutions GmbH,
Complaints Office
Gierlichsstraße 26
53840 Troisdorf-Germany
Complaints can be submitted in English or German or any other translatable language. A button for English is available in the complaints portal. However, it is recommended to write them in English or German for better understanding or to avoid misunderstandings.
3. via QR code/complaint form: The QR codes for our complaints portal are placed on the flyers of all suppliers' production sites worldwide.
5. receipt
The receipt of the complaint will be confirmed to the complainant within 5 working days, provided that the contact details were provided when the complaint was submitted.
6. verification of the validity of the complaint
The complaint should be constructive and contain adequate information and evidence. Any person may lodge a complaint throughout the supply chain on their own behalf or on behalf of the group of affected persons. The violation of human rights, labour rights and environmental aspects is treated with the highest priority in the supply chain.
7. review of the facts of the complaint
The Complaints Office will review each complaint individually based on the parameters:
1. how serious or sensitive the concern is.
2. evidence.
3. connection and contribution of MBA-Solutions or its suppliers to the incident.
4. ability of MBA Solutions to influence remediation and prevention.
The following information is important for the investigation of the complaint:
1. when exactly did something happen?
2. name and address of the person submitting the complaint (if anonymity was not chosen)
3. name and address of the person/organisation accused by the complaint
4. details of violations of the MBA Solutions Code of Conduct, human rights and environmental aspects.
8. measures
1. if the complaint is rejected, the complainant will be informed in detail why the complaint was rejected.
2. if the complaint is accepted on a factual basis, the complainant will be contacted and the incident will be discussed if anonymity is not chosen. Even if the complaint has been submitted anonymously, the handling of the complaint will be treated with equal importance.
3. the relevant stakeholders are contacted and a remedial or preventative strategy is devised, e.g. overtime problem in a factory in the Far East is discussed with the supplier. Negotiated within the framework of our Code of Conduct, ILO labour standards and local rules and regulations to resolve the issue immediately.
4. the remedial or preventive action is discussed and agreed with the complainant. Then it will be implemented within no more than 3 months, depending on the complexity of the complaint.
5. if no agreement can be reached, an external person is appointed in consultation with the complainant to provide clarification and moderation.
6. the effectiveness of the measures is reviewed annually and also on an ad hoc basis.
9. reporting
A comprehensive review of all complaints received in the previous year is carried out annually with the aim of evaluating the effectiveness of the complaints mechanism. This involves analysing whether adjustments need to be made to optimise the mechanism and whether there have been any violations in the past year.
We not only use our own complaints management system, but also take complaints from third parties seriously. For example, through amfori BSCI or from an NGO (non-governmental organisation) or trade union.
We also take a close look at the world media on the current political and economic situation in supplier countries. If we see something that has a negative impact on our supply chain, we will react immediately.
2. principles
The identity will not be disclosed to third parties unless this is essential for processing the case and following up the tip-off, or if this is required under the applicable laws in the context of investigations by national authorities or court proceedings.
MBA-Solutions also investigates anonymous complaints. An anonymous reporting option exists in particular via the digital whistleblowing system. To ensure that whistleblowers can still be contacted for queries or feedback, they have the option of setting up a protected mailbox at the end of the report while remaining anonymous. Link Complaint Form - MBA Solutions.
Any kind of retaliation is strictly prohibited throughout the supply chain. Suppliers are obliged to do so by accepting our Code of Conduct.
3. complaints office
The MBA-Solutions Sustainability Manager heads the Complaints Office. The complaints office is independent and has protection against dismissal through this function. He/she takes action against a complaint by initiating the necessary steps or forwarding the data to the person responsible.
4. options for submitting complaints
By e-mail to: complaint@mba-solutions.de , Tel: +49(0)22 41/23401 54
By post to: MBA-Solutions GmbH,
Complaints Office
Gierlichsstraße 26
53840 Troisdorf-Germany
Complaints can be submitted in English or German or any other translatable language. A button for English is available in the complaints portal. However, it is recommended to write them in English or German for better understanding or to avoid misunderstandings.
3. via QR code/complaint form: The QR codes for our complaints portal are placed on the flyers of all suppliers' production sites worldwide.
5. receipt
The receipt of the complaint will be confirmed to the complainant within 5 working days, provided that the contact details were provided when the complaint was submitted.
6. verification of the validity of the complaint
The complaint should be constructive and contain adequate information and evidence. Any person may lodge a complaint throughout the supply chain on their own behalf or on behalf of the group of affected persons. The violation of human rights, labour rights and environmental aspects is treated with the highest priority in the supply chain.
7. review of the facts of the complaint
The Complaints Office will review each complaint individually based on the parameters:
1. how serious or sensitive the concern is.
2. evidence.
3. connection and contribution of MBA-Solutions or its suppliers to the incident.
4. ability of MBA Solutions to influence remediation and prevention.
The following information is important for the investigation of the complaint:
1. when exactly did something happen?
2. name and address of the person submitting the complaint (if anonymity was not chosen)
3. name and address of the person/organisation accused by the complaint
4. details of violations of the MBA Solutions Code of Conduct, human rights and environmental aspects.
8. measures
1. if the complaint is rejected, the complainant will be informed in detail why the complaint was rejected.
2. if the complaint is accepted on a factual basis, the complainant will be contacted and the incident will be discussed if anonymity is not chosen. Even if the complaint has been submitted anonymously, the handling of the complaint will be treated with equal importance.
3. the relevant stakeholders are contacted and a remedial or preventative strategy is devised, e.g. overtime problem in a factory in the Far East is discussed with the supplier. Negotiated within the framework of our Code of Conduct, ILO labour standards and local rules and regulations to resolve the issue immediately.
4. the remedial or preventive action is discussed and agreed with the complainant. Then it will be implemented within no more than 3 months, depending on the complexity of the complaint.
5. if no agreement can be reached, an external person is appointed in consultation with the complainant to provide clarification and moderation.
6. the effectiveness of the measures is reviewed annually and also on an ad hoc basis.
9. reporting
A comprehensive review of all complaints received in the previous year is carried out annually with the aim of evaluating the effectiveness of the complaints mechanism. This involves analysing whether adjustments need to be made to optimise the mechanism and whether there have been any violations in the past year.
We not only use our own complaints management system, but also take complaints from third parties seriously. For example, through amfori BSCI or from an NGO (non-governmental organisation) or trade union.
We also take a close look at the world media on the current political and economic situation in supplier countries. If we see something that has a negative impact on our supply chain, we will react immediately.
