1. Purpose

This procedure is designed to provide a channel and method for internal employees, external suppliers (stakeholders), etc. to complain about the misconduct, violation of labor rights, violation of environmental protection, violation of business ethics, or mismanagement of the company, as well as the handling of employee complaints/grievances by the company's management.

2. Scope of application 

It is applicable to the analysis and handling of complaints/grievances from external suppliers (stakeholders), internal employees, and management.

3. Job responsibilities

3.1 Employee representatives and the management department are responsible for accepting consultations, questions and complaints from employees and external suppliers (stakeholders);

3.2 Management (supervisor or above) is responsible for handling complaints and questions from external suppliers (stakeholders), employees or employee representatives.

4. Working procedures

4.1 Grievance requests from employees and external suppliers (stakeholders).

4.1.1 Ensure that employee representatives have access to workers in any environment, understand their needs and opinions and suggestions at work, and communicate with each other;

4.1.2 The factory provides convenient venues and time for employee representatives or employees to organize meetings;

4.1.3 Respect employee representatives and employees who submit reports, complaints, suggestions and opinions, and do not implement a policy of retaliation and discrimination.

4.2 Complaint Channels 

4.2.1 External suppliers (stakeholders) and employees can directly complain to employee representatives, department heads or managers if they make improper arrangements or behave rudely to team leaders and managers;

4.2.2 External suppliers (stakeholders) and employees can directly complain to the manager and general manager if they have comments on the supervisor;

4.2.3 All kinds of complaints and suggestions must be reflected in writing to the direct leadership or management department of the department. The department is responsible for adjudicating disputes over daily work matters within the department, and the manager is responsible for adjudicating more important issues; If the complainant does not receive a clear reply within two working days or the basis for handling the reply is quite different from the facts, and it is unable to communicate well, it may directly complain to a higher leader;

4.2.4 cross-departmental disputes, general issues by the management department coordination, major issues management department can not coordinate, reported to the general manager for adjudication; For complaints that do not agree with the handling of the management department, you can directly complain to the general manager or management representative;

4.2.5 Employees are dissatisfied with the company's policy (quality/environment/occupational health and safety/social responsibility, etc.), such as treatment, welfare, promotion, salary, overtime hours, wages, violations of environmental protection, occupational health and safety management, violations of business ethics (such as anti-corruption, information security, etc.) and other issues, can be reported to the employee representatives, employee representatives and social responsibility management representatives, general managers negotiate, if no agreement is reached, can complain to the labor dispute arbitration commission.

4.2.6 External suppliers (and stakeholders) can complain to the company's management department to negotiate with the representative of the social responsibility manager and the general manager if the company fails to reach an agreement, and report to the relevant government departments.

4.3 Methods of Complaints

4.3.1 All kinds of complaints should be written down about the person, time, place and circumstances, and be able to assist in the investigation when necessary; All complaints and whistleblowers sign their real names, and they can also report anonymously, and those who falsely sign the names of others will be dealt with according to the "reward and punishment system" once verified. The company will not implement a policy of retaliation and discrimination against the actual confidentiality system of the person who signs the real name;

4.3.2 Depending on the importance of the situation, the employee may choose to complain orally or in writing to the employee representative, the company's management, the general manager or the local labor dispute arbitration committee;

4.3.3 Employee representatives or employees, external suppliers (stakeholders) can also put the content of the complaint in the factory suggestion box, and the general manager will reply within five working days after receiving the complaint letter; and inform the complainant.

4.3.4Publish the contact information for complaints and display them on the website and company dashboard:

E-mail：tssik@il-heung.com

Phone: 0515-80995188

4.4 Processing

4.4.1 After receiving complaints from employees or employee representatives, management at all levels shall communicate with employees or employee representatives in a timely manner to solve the complaints of employees or employee representatives as soon as possible. If it cannot be resolved in a timely manner, it must be clearly explained to the employee or employee representative within two working days to avoid misunderstanding between the two parties;

4.4.2 If the complaint is true, the original handling department shall be instructed to re-handle it, cancel or modify the original handling plan, and notify it according to the scope of the original notification;

4.4.3 If the complaint report is true, it will be kept confidential according to the complainant's wishes, and rewarded according to the reasonable recommendation reward standard;

4.4.4 If the complaint or report is untrue or not completely true, but the complainant or whistleblower is not malicious, the complaint handling department shall make appropriate explanations to both parties;

4.4.5 For the person who makes something out of nothing, spreads rumors, and disrupts the normal management order of the company, once it is verified, he will be warned or punished, and the serious one will be dismissed.

4.5 Complaint and acceptance management

4.5.1 For employees or employee representatives or social responsibility management representatives to reflect the matters to be carefully and meticulously investigated, the handling should be objective, realistic, not with personal bias;

4.5.2 For complaint letters or e-mails, special management should be carried out, and confidentiality should be done, and the complaint letters should be kept for one year before they can be destroyed;

4.5.3 For all kinds of complaints, the relevant personnel must strictly abide by the confidentiality provisions and shall not be transmitted or leaked, otherwise, they will be given demerit punishment and transferred from their posts, and if they are serious, they will be dismissed.

4.5.4 The annual management review summarizes the improvement of the output of the "Employee Complaint List Summary Table".

4.6 The department in charge of this procedure shall evaluate the effectiveness of this procedure at least once a year, and if there is any need for change, make changes in accordance with the provisions of the "Document and Data Control Procedures", and keep the history of the change.