Complaints Mechanism

An independent complaints mechanism focused on effective remedy

Complaints Mechanism overview

Accessible

Through All Employee Meetings, everyone working in Accord-covered factories is given access to a phone number to raise occupational safety & health complaints.

Impartial investigation

The complaints handlers are trained to assess and process each complaint in a timely, impartial manner, before presenting their findings to the factory management, complainant, and responsible brands.

Independent & confidential

The complaints mechanism is operated on behalf of Accord signatories by independent complaints handlers who are trained in protecting confidentiality.

Ensuring remedy

Where an occupational health and safety complaint is found to have grounds, the complaints handler will issue a resolution that ensures remediation of hazards and remedy for any harm done.

Alignment withUN Standards

The Accord Complaints Mechanism is aligned with the criteria for effective grievance mechanisms provided in the United Nations Guiding Principles on Business and Human Rights ( Principle 31 – Access to Remedy).

Download criteria

Health and Safety complaints

Keya Cosmetics Ltd (Knit Composite Division)
Filed by:
Individual Worker(s)
Date Filed:
05 January 2023
Status
Non-OSH
Description
The Complainant alleged non-payment of due service benefits (6 years) and earned leave encashment, after s/he resigned from employment at the factory with immediate effect. The Complainant’s proposed remedy was for Factory Management to immediately pay his/her due service benefits and earned leave encashment, after adjusting for the deduction of wages in lieu of notice period.
Outcome
Non-OSH complaint. Not processed by the RSC. The complaint was forwarded to Factory Management and relevant brand and labour signatories.
Keya Cosmetics Ltd (Knit composite Division)
Filed by:
Individual Worker(s)
Date Filed:
05 January 2023
Status
Non-OSH
Description
The Complainant alleged non-payment of due service benefits (6 years) and earned leave encashment, after s/he resigned from employment at the factory with immediate effect. The Complainant’s proposed remedy was for Factory Management to immediately pay his/her due service benefits and earned leave encashment, after adjusting for the deduction of wages in lieu of notice period.
Outcome
Non-OSH complaint. Not processed by the RSC. The complaint was forwarded to Factory Management and relevant brand and labour signatories.
LOGOS APPARELS LTD
Filed by:
Individual Worker(s)
Date Filed:
03 January 2023
Status
Non-OSH
Description
The Complainant alleged s/he was prevented from continuing his/her work at the factory because s/he had been absent from work without authorisation (6 days). The Complainant further alleged s/he has not been paid his/her due earned wages (1 month) and other due separation from employment entitlements, including earned leave encashment and termination benefits. The Complainant’s proposed remedy was to be immediately paid his/her due earned wages and other due separation from employment entitlements.
Outcome
Non-OSH complaint. Not processed by the RSC. The complaint was forwarded to Factory Management and relevant brand and labour signatories.
KAROONI KNIT COMPOSITE LIMITED
Filed by:
Individual Worker(s)
Date Filed:
01 January 2023
Status
Non-OSH
Description
The Complainant alleged non-payment of due service benefits (13 years), after s/he resigned from employment at the factory with 1 month's notice. The Complainant’s proposed remedy was for Factory Management to immediately pay his/her due service benefits.
Outcome
Non-OSH complaint. Not processed by the RSC. The complaint was forwarded to Factory Management and relevant brand and labour signatories.
KAC Fashion Wear Ltd
Filed by:
Individual Worker(s)
Date Filed:
01 January 2023
Status
Resolved
Description
The Complainant(s) alleged the following: pregnant workers are not paid their due maternity entitlements; Factory Management prepares documents that falsely state that maternity benefits are paid; female workers pregnant with their 3rd child are forced to leave the factory; workers are not provided with adequate personal protective equipment (PPE); a cleaner works as a care-giver at the factory Childcare Center; there is no registered nurse at the factory Medical Centre; a Welfare Officer at the factory was terminated from the factory for raising safety concerns. The proposed remedy of the Complainant(s) was for Factory Management to: provide workers with their due maternity benefit entitlements; refrain from forcing female workers who are pregnant with their 3rd child to leave the factory; provide adequate PPE to the workers; ensure that qualified staff are employed at the Childcare Centre; ensure that there is a registered nurse at the factory Medical Centre; reinstate the Welfare Officer to his/her previous position at the factory.
Outcome
The RSC dispatched three members of the RSC Occupational Safety and Health Complaints Mechanism to conduct an unannounced investigation at the factory. During the factory investigation, the RSC found: 7 female workers on the maternity list who had not been paid their maternity benefit entitlements; documents on the personal files of the 7 workers falsely stating that those workers had been paid their maternity benefit entitlements; a Welfare Officer had been terminated. The RSC found no evidence that workers who were pregnant with their 3rd child were being forced to leave the factory. The RSC found that a registered nurse was working in the factory Medical Centre and that the Childcare Centre was not being used at the time of the factory investigation To resolve the complaint, Factory Management agreed to: pay 7 workers their due maternity benefit entitlements; provide adequate PPE to workers; pay the Welfare Office termination benefits in the presence of RSC staff; and ensure that a qualified person is in charge of the Childcare centre if there are children in the Childcare Centre. The RSC confirmed with the 7 workers that they received their due payments and attended the payment of the Welfare Officer at the factory. The RSC also made an announcement and distributed a pamphlet to workers at the factory informing workers about their right to maternity benefit entitlements and distributing the telephone number of the RSC complaints line.
Dekko Garments Ltd.
Filed by:
Individual Worker(s)
Date Filed:
26 December 2022
Status
Resolved
Description
The Complainant alleged s/he was forced to resign because s/he had been absent from work without prior authorisation (6 days). The Complainant claimed s/he had been absent because s/he was sick. The Complainant's proposed remedy was to be reinstated to his/her previous position at the factory and paid his/her due earned wages (1 month) or paid his/her due separation from employment entitlements, including earned leave encashment and termination benefit.
Outcome
The RSC dispatched two members of the RSC Occupational Safety and Health Complaints Mechanism to conduct an unannounced investigation at the factory. During the factory investigation, Factory Management agreed to reinstate the Complainant to his/her previous position as an existing employee. Subsequently, the RSC confirmed that the Complainant had been reinstated to his/her previous position at the factory and that s/he considered the matter resolved.
Factory Name Withheld
Filed by:
Others
Date Filed:
25 December 2022
Status
No Brand Factory
Description
OSH-related allegations: The Complainant(s) alleged workers are routinely not paid their due maternity benefit entitlements. The proposed remedy of the Complainant(s) was for workers to be paid their due maternity benefit entitlements. Non-OSH related allegations: The Complainant(s) alleged staff at the factory have not been paid the following payments: due earned wages (3-4 months), annual increment, 50% Eid festival bonus (2022), earned leave encashment (2017-2022), allowance for holiday duty, food and transport allowance (2020 - 2022), cell phone bill allowance and provident fund entitlements. The proposed remedy of the Complainant(s) was for workers to be paid their due payments.
Outcome
OSH-related allegations: Not processed by the RSC. The Factory is an Accord/RSC "no brand" factory and the complaint was not specific to RSC inspections and/or remediation. The Complainant was provided with the toll free number for the Department of Inspections for Factories and Establishments (DIFE). Non-OSH related allegations: Non-OSH complaint. Not processed by the RSC. Not forwarded to parties because the factory is an Accord/RSC "no brand" factory and the complaint was not specific to RSC inspections and/or remediation. The Complainant was provided with the toll free number for the Department of Inspections for Factories and Establishments (DIFE).
Factory Name Withheld
Filed by:
Individual Worker(s)
Date Filed:
13 December 2022
Status
Non-OSH
Description
The Complainant alleged non-payment of his/her due separation from employment entitlements, including termination benefits, after s/he was terminated from employment at the factory. The Complainant's proposed remedy was to be immediately paid his/her due separation from employment employment entitlements, including termination benefit.
Outcome
Non-OSH complaint. Not processed by the RSC. Not forwarded to parties because the Factory is not a listed supplier of the Accord/RSC. In accordance with RSC protocols, the Complainant was provided with the toll free number for the Department of Inspections of Factories and Establishments (DIFE).
KAROONI KNIT COMPOSITE LIMITED
Filed by:
Individual Worker(s)
Date Filed:
13 December 2022
Status
Non-OSH
Description
The Complainant alleged non-payment of due service benefits (10 years) and earned leave encashment, after s/he resigned from employment at the factory with 1 month's notice. The Complainant’s proposed remedy was for Factory Management to immediately pay his/her due service benefits and earned leave encashment.
Outcome
Non-OSH complaint. Not processed by the RSC. The complaint was forwarded to Factory Management and relevant brand and labour signatories.
KAROONI KNIT COMPOSITE LIMITED
Filed by:
Individual Worker(s)
Date Filed:
12 December 2022
Status
Non-OSH
Description
The Complainant alleged non-payment of due service benefits (10 years) after s/he resigned from employment at the factory with 2 months' notice. The Complainant's proposed remedy was for Factory Management to pay his/her due service benefits.
Outcome
Non-OSH complaint. Not processed by the RSC. The complaint was forwarded to Factory Management and relevant brand and labour signatories.
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