{"id":12281,"date":"2025-10-08T13:39:36","date_gmt":"2025-10-08T11:39:36","guid":{"rendered":"https:\/\/dev.dibellatextiles.com\/sustainable-approach\/beschwerdemanagement\/"},"modified":"2025-12-16T11:26:16","modified_gmt":"2025-12-16T10:26:16","slug":"complaints-management","status":"publish","type":"page","link":"https:\/\/www.dibellatextiles.com\/en\/sustainable-approach\/complaints-management\/","title":{"rendered":"Complaints management"},"content":{"rendered":"

Complaints management for suppliers<\/h1><\/div>

Complaints mechanism:<\/h2><\/div>

We take responsibility for the people involved in the production of our textiles. To this end, we work exclusively with suppliers<\/p>\n

that demonstrably fulfil our high standards regarding human rights, environmental protection, and health.<\/p>\n

In addition to recognised seals, we value the personal exchange with our suppliers. Because only those who know where the problems lie can act effectively.<\/p>\n

Therefore, one of our core concerns is offering employees the opportunity to contact us directly if they have any complaints:<\/p>\n

Contact<\/strong>: Mrs Michaela Gnass, CSR Manager, e-mail: gnass@dibellatextiles.com<\/a>, phone: +49 (0) 2871 2198-63<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div>

Processes and procedures<\/h3><\/div>
<\/span><\/div>

Procedure:<\/h3><\/div><\/div><\/div>

A) Dibella identifies complaint mechanisms \/ communication channels with strategic suppliers<\/strong><\/p>\n

Data collection structured according to:<\/p>\n

    \n
  1. Country<\/li>\n
  2. Certifications (GOTS,…)<\/li>\n
  3. Complaints received<\/li>\n
  4. Finding solutions<\/li>\n
  5. Associations\/trade unions<\/li>\n
  6. Complaint boxes<\/li>\n
  7. Integrated complaints policy\/documentation<\/li>\n<\/ol>\n

    Result: Integrated complaint mechanisms\/communication channels from all strategic suppliers are available through enquiry. All strategic suppliers have their own complaints channels.<\/i><\/b><\/p>\n

    B) Dibella analyses complaint mechanisms\/communication channels with strategic suppliers<\/strong><\/p>\n

    Analysis<\/p>\n

    1. Establish link to Dibella\u2019s risk analysis<\/p>\n

    Result: Country-specific and already prioritised risks are set in relation to the respective complaints mechanism of the strategic supplier<\/em><\/strong><\/p>\n

    C) Dibella reviews complaint mechanisms\/communication channels for effectiveness<\/strong><\/p>\n

    Checking effectiveness through<\/p>\n

      \n
    1. \u00a0Audits, certificates<\/li>\n
    2. through Dibella\u2019s own projects*<\/li>\n
    3. Review of implemented measures through “on-site visit”\/checklist<\/li>\n<\/ol>\n

      * Germany = Implementation of an “Inflation compensation for employees of a supplier” project in spring 2024. A detailed report will follow.<\/p>\n

      Result: Complaints mechanisms\/communication channels are tested and assessed for effectiveness<\/em><\/strong><\/p>\n

      D) Dibella derives further measures if necessary<\/strong><\/p>\n

      Check whether further measures are required<\/p>\n

        \n
      1. Initiate CAP<\/li>\n
      2. see C) Check the effectiveness again<\/li>\n<\/ol>\n

        E) Dibella remedies the Remedy\/redress<\/strong><\/p>\n

        Remedy the situation and provide access to redress<\/p>\n

          \n
        1. Dibella fulfils the organisational and personnel requirements.
          \nThese have been set up and corresponding responsibilities defined with the following contacts:
          \nPurchasing Manager: Mr Simon Bartholomes
          \nCSR Manager: Mrs Michaela Gnass<\/li>\n
        2. Question: Has remedial action\/redress been taken in the last 12 months?
          \nComplaint received 2022\/2023<\/b> During a visit to a Pakistani supplier\u2019s sewing facility in 2022, employees complained about uncomfortable chairs in the sewing room. In dialogue with the 80 people affected, it was agreed to provide a selection of alternative chairs. After a test phase, the employees decided in favour of a model with an upholstered backrest. Those affected are satisfied with the remedial action taken and have given us positive feedback.
          \nTwo complaints received in 2024<\/b> In spring 2024, we received a complaint by e-mail from two former employees of a supplier. The employees told us that they had been made redundant because capacities had been reduced. At the same time, new staff were recruited. Dibella arranged a mediation meeting with the supplier. One employee attended the appointment, one did not. One employee has accepted a new position at another company and thanked us for our support. One employee did not provide any further feedback despite us contacting him several times.<\/li>\n<\/ol>\n

          Dibella operates according to the “precautionary” principle. Dibella initiates and finances projects via the GoodTextiles Foundation to promote positive social and ecological effects.<\/p>\n

          Example: Training centre for organic Fairtrade farmers, school projects to promote education, offsetting CO2 emissions in the Dibella forest, etc. (further information at: www.goodtextiles.org<\/a>)<\/p>\n

          In the event of a remedy\/reparation, the following process takes place:<\/b><\/p>\n<\/div>

          <\/h3><\/div>
          <\/span><\/div>

          Re 1) Knowledge of the proven damage<\/p>\n

          Re 2) Exchange\/dialogue with affected parties (travel or in writing)<\/span><\/p>\n

          Re 3) Creation of documentation (list of complaints)<\/span><\/p>\n

          Re 4) The stakeholders and Dibella develop joint remedial measures (form and amount)<\/span><\/p>\n

          Re 5) Check whether those affected agree with the result. If necessary, initiate CAP.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

          Dibella is committed to proactively developing the social dialogue with and among its supply partners.<\/h3><\/div><\/div><\/div><\/div><\/div>
          Back to overview sustainable approach<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":12232,"menu_order":5,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-12281","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/pages\/12281","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/comments?post=12281"}],"version-history":[{"count":5,"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/pages\/12281\/revisions"}],"predecessor-version":[{"id":12860,"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/pages\/12281\/revisions\/12860"}],"up":[{"embeddable":true,"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/pages\/12232"}],"wp:attachment":[{"href":"https:\/\/www.dibellatextiles.com\/en\/wp-json\/wp\/v2\/media?parent=12281"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}