Economic relationships are not restricted to mere economic facts and issues and eco-tex sees itself as a mediator between interest groups; for example between the northern and southern hemispheres or between for-profit companies and non-profit institutions. Trading partners often lack knowledge of “the other side” – of whom they are dealing with.
To assist in resolving these difficulties, the eco-tex Consortium develops and implements tools for achieving sustainable business practices also by means of establishing the Complaint Management Service.
To improve quality and give employees the opportunity to make an impact on their overall working environment are the core objectives of this tool.
It is the local Complaint Management Service’s task to determine and assess the nature of the problems and weaknesses reported from the local companies. The specific working tools have been tailored in cooperation and in accordance to all actors: retailers, management and staff of international production companies as well as non-governmental organizations.
The Complaint Management Service is handled by the consortium in cooperation with local organizations in the manufacturing regions. This service should initiate an internal dialog within companies between management and other employees. In addition the complaint management service can also protect companies against unjustified external criticism; for example, answering allegations that employees’ rights are not adequately safe-guarded.
Changing trade relations require manufacturers in developing countries to constantly adapt to new criteria set by international trading organizations.
The requirements in the area of social responsibility provide an opportunity to integrate human needs into the working process. An implementation of the complaint management service will be a benefit for both: raising worker’s motivation as well as enhancing company’s performance and corporate image.