Download the FWF complaints procedure here.

FWF believes that the best grievance procedure is one that is fair and effective – and local.

While it would be ideal that companies’ efforts would ensure good conditions, the reality is not there yet. What’s more, workers often lack access to fair and effective complaints channels locally.

FWF’s complaints procedure serves as a safety net. It is designed to ensure workers in member companies’ supply chains always have recourse in instances of noncompliance – but only in instances where workers are not able to access local grievance systems. FWF’s system only applies when other options, such as factory grievance systems or local labour courts, are not fair, effective, and accessible.

In every country where it is active, FWF has a local complaints handler. This ensures that workers making products for FWF affiliates can safely and fairly seek redress for violations of the Code.

For a complaints system to be effective, workers need access to it. FWF complaints handlers therefore need to possess key skills and competencies.

All FWF complaints handlers…

…are accessible: Because they are based locally, they can be reached in the time zone and on a local number. In most cases, complaints handlers are also the worker interviewer during audits, which means workers have seen them and can put a face to the name on the information sheet.

…can understand: They speak the local language(s) and English, allowing them to follow up on details with workers, FWF staff, and FWF affiliates. This means better and faster follow up.

…are trustworthy: Handlers are usually female representatives from labour or women’s NGOs. They are able to communicate with workers in a way that enhances trust.