Our complaints procedure

How to report problems and challenges relating to the Green Button

The Green Button complaints procedure

Complaints procedure for problems and challenges with and improvements for the Green Button Standard

The Green Button complaints procedure is a clearly structured and transparent procedure that all stakeholders can use to identify and address problems, challenges and potential improvements for the Green Button.

Please note that the Green Button regularly reports in anonymised, summarised form in complaints received, provided that they have been any. This Green Button complaints procedure is not a grievance mechanism in textile supply chains. It cannot be used as a proof to fulfil the Green Button indicators. 

Complaints can be submitted by e-mail to complaints@gruener-knopf.de. At the bottom of this page, you can see which details we should ideally receive from you to be able to process a complaint as well as possible. 

The responsibilities for complaints under the Green Button complaints procedure are clearly defined: 

Scheme Owner (BMZ) 

Authorisation and supervision of the complaints procedure

Green Button Secretariat (GIZ) 

Receiving and processing complaints in relation to:  

  • the Green Button Standard  
  • the Green Button Secretariat and its staff  

Monitoring integrity issues, such as complaints that are not submitted to the Secretariat and may not require a response, e.g. media reports.  

Complaints that are not the responsibility of the Green Button Secretariat are passed on to the following parties:  

Green Button accredited Certification Bodies

Processing of complaints in relation to: 

  • Evaluation procedures 
  • Certification decisions 

Complaints are processed via the respective procedures of the certification bodies. 

Green Button Issuing Body (RAL) 

Processing of complaints in relation to: 

  • The licensing of companies 
  • The use of the Green Button logo by companies 

Complaints are processed via the respective procedures of the issuing body.  

Accreditation Body (DAkkS) 

Processing of complaints in relation to: 

  • The competence and independence of authorised certification bodies  

Complaints are processed via the respective procedures of the accreditation body. 

Green Button Integrity Partner (ASI) 

Processing of complaints in relation to: 

  • The competence and independence of authorised evaluation personnel 

Complaints are processed via the respective procedures of the integrity partner. 

Complaint Panel

If a complaint cannot be processed satisfactorily, depending on the type of complaint, a committee independent of the complaint is appointed for examination and to work towards a solution.

The following complaints are not processed by the Green Button: 

  • Complaints on recognised certification labels. These will be forwarded to the respective labels and processed there.  
  • Complaints on incidents that occurred before a company’s Green Button certification or after it ended or was withdrawn. These should be submitted directly to the respective company.  
  • Complaints submitted to the Green Button Secretariat more than six months after the problem has occurred or after it has been dealt with by the certification body 
  • Complaints provided maliciously or to gain a competitive advantage 

The complaints procedure in detail

The following graphic summarises the individual steps of the complaints procedure:

Hinweisgebersystem EN Grafik

How to submit a complaint

To submit a complaint, you can send an e-mail to complaints@gruener-knopf.de.

The more information we receive from you, the more effectively we can process your complaint. Ideally, you should provide us with the following details: 

  • Your full name, address, telephone number, e-mail address (you can also submit information anonymously) 
  • Which organisation you wish to submit a reference to (e.g. Green Button Secretariat (GIZ), Green Button-certified company, certification body, evaluation personnel, accreditation body (DAkkS), integrity partner (ASI), recognised label). Please state the name of the organisation or person. 
  • Whether and, if so, what your relationship is with the organisation or person. 
  • Details of the complaint, e.g. date and location and what exactly happened. If your complaint relates to the Green Button Standard, please specify the relevant indicator. If it concerns a product from a certified company, please describe the product as precisely as possible. 
  • If you have already taken other measures to follow up on your complaint, please describe them. 
  • If the matter is the subject of ongoing legal proceedings, please provide details. 
  • If you have evidence to support your claim, e.g. photos of a product, please send them to us. 
  • If you have a suggestion for a solution to your complaint, please let us know. 

We will get back to you as described in the graphic above. Thank you in advance for contacting us. Complaints submitted help us to further develop the Green Button and make it even more effective.