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ABOUT SEC RESPONSIBLE SEC

POLICY ON LODGING AND CONSIDERING COMPLAINTS AND APPEALS

Introduction

The policy on lodging and considering complaints and appeals is a necessary mechanism enabling staff members to assert claims in case of complaints and appeals referring to their employment in situations when normal communication between the management board of the company and a staff member does not decide a case. The procedure, invoked by us, makes it possible to settle complaints and appeals quickly in the earliest possible stage of proceeding.

This policy is applicable in the case when a staff member intends to lodge an official complaint on working conditions or application of a contract concluded at the national level or a local agreement concluded between Sec Norge/Sec Pomorze and trade unions. This policy does not refer to complaints connected with a category of remuneration, pension system and disciplinary cases.

General Principles

The policy on lodging and considering complaints and appeals has not been drawn up to replace relations between the company management board and a staff member but it is in force in order to complement these relations. Before acceding to an official proceeding, any and all efforts should be made to try to decide a complaint or potential complaints with the use of informal mechanisms such as: a conversation between a staff member and an immediate superior or by means of informal attempts to settle a dispute through the intermediary of a trade union representative.

The policy on lodging complaints is not applicable to complaints concerning wages/salaries, category of remuneration or disciplinary cases. There are separate appeal procedures and methods which specialise in these issues.

If a staff member is afraid of talking about a complaint or an appeal to his/her manager / direct manager since the complaint, for instance, refers to these persons or if it refers to molestation, racial persecution or another persecution, the staff member has the right to discuss the complaint with a representative of the personnel department.

Proceeding


Stage 1 (Informal Complaint)

Before lodging an official complaint, a staff member is obliged to try to solve a problem by means of an informal method by talking to his/her immediate superior (Foreman/personnel coordinator) who, within 2 working days from a date of lodging the complaint, shall provide the staff member with a verbal answer.


Stage 2 (Official Complaint)

If a staff member is not satisfied with an answer given to him/her, he/she may send a letter to the email address: info@secpomorze.com, within 7 calendar days, to a relevant member of the Company Management Board, precisely determining the bases of the complaint and kind of demanded rectification of the situation (compensation).

Within 7 calendar days from a date of obtaining the staff member’s written complaint, the Management Board shall organise a meeting to consider the complaint. The meeting aims at confirming the fact of understanding the nature of the complaint, at considering the kind of demanded rectification of the situation and at considering the complaint.

If the letter does not contain all required information concerning the bases of the complaint or demanded solution to the problem, the staff member is obliged to complete the information before the meeting aimed at considering the complaint.

As far as possible, the meeting shall be held within 4 weeks from a date of obtaining the written complaint. In justified cases determined by members of the commission (panel), the meeting may be postponed to gather additional information or to conduct an investigation. After the investigation has come to an end, the meeting aimed at considering the complaint shall be convened again. At the end of the meeting, a chairperson of the commission may inform the staff member about conclusions drawn and motions adopted. However, each and every time a decision shall be confirmed by the chairperson in writing within 7 calendar days from a date of the meeting.


Stage 3 (Appeal)

If the staff member, as a result of the decision made during the meeting of the second stage aimed at considering the initial complaint, is still unsatisfied, he/she has the right to appeal to the President of the Management Board. The staff member has 7 calendar days, from a date of obtaining the decision, confirmed in writing, made by the commission of the second stage, to lodge an appeal to the President of the Management Board in which he/she shall indicate willingness to continue the case. The staff member is obliged to give reasons for still being unsatisfied, to provide further information concerning the case and to inform about the kind of demanded rectification of the situation.

Within 7 calendar days from a date of obtaining the appeal letter, the President of the Management Board or a designated representative shall have an appeal meeting conducted. Any and all efforts shall be made so that the meeting will be conducted within 4 weeks from a date of obtaining the appeal letter. In justified cases determined by members of the appeal commission, the meeting may be postponed to gather additional information or to conduct an investigation. After the investigation has come to an end, the appeal meeting shall be convened again.

At the end of the appeal meeting, a chairperson of the commission may inform the staff member about conclusions drawn and motions adopted. However, each and every time a decision shall be confirmed by the chairperson in writing within 7 calendar days from a date of the meeting.


Potential Results of the Official Complaint and Appeal Proceedings

There are three potential results concerning complaints lodged within the procedures on lodging and considering complaints and appeals:

  • A complaint is sustained or supported by evidence, and an initial decision on a complaint under consideration - is annulled.
  • A complaint is not sustained or supported by evidence, and an initial decision on a complaint under consideration - remains in force.
  • A complaint is partially sustained or partially supported by evidence. In this case, it is necessary to take relevant measures with reference to an initial decision. In addition, not all aspects of the complaint are considered as sustained.

If a complaint is sustained or partially sustained, a decision on adequacy and available methods of settling a dispute is determined by the commission debating in this case.


Overlapping Complaints and Disciplinary Cases

If a staff member lodges a complaint during a disciplinary proceeding, the disciplinary proceeding may be suspended temporarily to make it possible to consider the complaint. However, if the complaint is connected with the disciplinary case, consideration of both cases at the same time shall be the proper manner of proceeding.


Multiple Complaints

Complaints lodged on behalf of two or more staff members by a representative of a recognised trade union shall be considered by a manager of the personnel department through the intermediary of a full-time official of the relevant trade union.


The Policy review

The policy on lodging and considering complaints and appeals shall be reviewed every year.

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