IGEP gives much importance to the complaint mechanism because mistakes and misunderstandings can always happen. Also cases of fraud and bribery are alleged.
Complaints therefore be made :
- If the ISES 2020 seal and certificate is used fraudulently by importers or producers, who are not authorized
- or if a producer sees his application for certification unjustly refused
- or if the companies / producers do not agree with the findings of the auditors (including any misbehaviour by the auditors)
- or if importers / buyers trust the reliability of the procedure, the standard and the certificate and seal, but find out that the respective work has not been done as promised and expected.
For these cases there is a complaint mechanism. ISES 2020 provides an opportunity to submit an appeal against abuse, fraud, non-accepted certification and non-fulfilment of the controls which had to be carried out by the auditors.
Any complaint should be given in written form for the mentioned cases:
- the fraudulent use of the ISES 2020 certificate and seal for natural stones by a party (exporters, importer, distributor) whose supply chain is not subject to control or does not meet the standard criteria
- the use of the ISES 2020 certificate and seal by a party (producer, exporter) despite the failure to comply with the standard criteria
- non-acceptance of the certification of natural stones by ISES 2020, although one assumes that the certification criteria throughout the supply chain are complied with.
- non fulfilment of the requirements defined in standard ISES 2020 through the auditors / certifiers
- and for any other issues.
The complaint should be sent to “ISES 2020”
Dr. Dietrich Kebschull (Chairman) or Mrs. Sharda Subramaniam (Director)
Email : firstname.lastname@example.org, Sharda@igep.org, email@example.com
Or by post
The Peach Tree, 2nd Floor,
Block – C, Sushant Lok, Phase – 1,
Sector 43, Gurgaon - 122 002, Haryana,
Phone No.: +91-124-4048273, 4048277
- In case of fraudulent misuse of the ISES 2020 certification, the “accused party” must be informed about the complaint within one week.
- If there is no amicable and accepted solution of the matter within two weeks, then the board of ISES 2020 will authorize a consulting team of three people from trade unions, industry and civil society. The auditors should not be involved with the complaint and the case. All parties must accept each member of the consulting team.
- In case of fraudulent use of ISES 2020 label, the advisory team will check whether it could be proved prima facie that there was a dishonest intention on the part of the “accused party” in passing off goods with ISES 2020 certificate.
- In case that the importer / buyer had good faith in the reliability of the procedure, but did find out that the respective work has not been done as promised and expected:
interviews of the auditors and analysis of audit reports are carried out immediately
if applicable, repetition of the audit(s) will be done free of charge and without any delay
The consulting team is to come to a conclusion to clarify the matter within four weeks. This result is summarized in a report and submitted. On this basis the ISES board will then come to a binding and final decision within two weeks.
It will be ensured that the involved parties and the ISES 2020 Board are informed:
- about the complaint
- about the result of the attempt for amicable solution
- about the report of the consulting team
- about the final decision.
In addition, everyone including the final consumers can ask for information about violations of the standards and violations of the human rights. To make this easier IGEP offers to give the needed information within two weeks. A short email to firstname.lastname@example.org or the other addresses mentioned above is sufficient.
Apart from these complaints IGEP tested for two years a system of telephonic complaints by the workers. A toll free telephone number was provided which could be used by everybody who believed that the standards were not fulfilled in the own or another company. Within this test period many calls were received by workers who in most of the cases complained about the wages or delayed payment. All these cases could be solved then amicably with the responsible managers and company owners. However, there was not one case from the stone industry. Complaints came mostly from textile and leather industry. Therefore, it was decided after intensive discussions to not use this system in the natural stone sector. The workers in this industry are aware of the supporting role IGEP can play and also the company owners were agreeable to deal with such questions without making much noise.