Offer a complaint mechanism
To make it possible to handle complaints at an early stage and to give access to remedy, today all companies are expected to establish or participate in an effective complaint mechanism. The complaint mechanism must be open to individuals and groups that may experience an adverse impact on their rights.
Companies can either establish one or several complaint mechanisms at their own initiative, or cooperate with other companies, for example via their industry organisation, to offer complaint mechanisms to individuals and the local community.
Some companies will prefer one single mechanism for both internal and external stakeholders. Others will prefer to have one mechanism that is open to employees, a second mechanism that is targeted at the local population in the company's area, a third mechanism for customers, and a fourth that is open to subsuppliers and their employees, etc.
Most important is that your company, either alone or together with other parties, offers one or several complaint mechanisms to stakeholders that may need to approach you directly concerning your CSR activities.