Green Button complaints procedure
All stakeholders can use the Green Button complaints procedure.
The complaints procedure serves as:
- Early warning system
- Instrument of proactive risk management
- Support for an active learning culture
- Guide to the fulfilment of (future) legal requirements
- A means of strengthening stakeholder relationships
Please note that 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. With the help of the complaints procedure, the Green Button aims to prevent or remedy damage in an impartial and consistent manner. Various stakeholders are involved in the system: The Green Button Secretariat, the Green Button issuing body and accredited certification bodies. An incoming complaint is processed by the actor for whom the complaint is most relevant. The following complaints fall within the scope of the Green Button reporting system:
- Green Button Standard: Violations of the standard, comments on the content or the development process of the standard
- Other normative documents of the Green Button: Complaints on the certification programme and the logo manual
- Complaints on the activities of the Green Button Secretariat or the scheme owner
- Accredited certification bodies provide information on their personnel and on companies that they have certified according to the Green Button standard
- The issuing body provides information on communication by certified companies about the Green Button and their use of the Green Button logo
The following complaints fall outside of the scope of the Green Button complaints procedure:
- Complaints on events that took place before a company's Green Button certification or after the certificate came to an end or was withdrawn
- Complaints submitted more than six months after the problem occurred
- Complaints that are malicious or harassing and are intended to gain a competitive advantage.
When dealing with complaints, the Green Button emphasises the importance of informing the complainant about every step in the process and its outcome and working together to find solutions to the problem in question.
The Green Button will regularly publish an update on the reports received and its resolution in anonymised, summarised form on its website.
Under this link you will find a summarised description of the reporting system for the Green Button.