What is a complaint channel and what are the EU Requirements?

1. A complaint channel must allow the possibility of making complaints both in writing and verbally, as well as by telephone or other voice messaging systems and in person if requested by the complainant.
2. The complaint channels must guarantee the confidentiality of the identity of the complainant and of any third party mentioned in the complaint.
3. There is an obligation to acknowledge receipt of the complaint within a maximum period of 7 days from receipt.
4. All complaints, including anonymous ones, must be diligently processed when they are acceptable according to national law.
5. A maximum period of 3 months is established to respond to the complainant about the processing of the complaint, counting from the acknowledgement of receipt or, if there was no acknowledgement of receipt, from the expiration of the period of 7 days from the submission of the complaint.

How to add a complaints officer?

A complaint officer is a person working internally in the company that will be granted authorization to access the Complaints sections and process the complaint.

The person making the complaint and attributed complaint officer will be able to leave comments and upload attachment through Factorial to ensure that even when the complaint is anonymous, all the information required to process the complaint will be fully provided.

To add with a complaint officer:

1. On your sidebar, click on Settings
2. In People section, select Complaints
3. Click on Add Complaints officer(s) within Complaints officer(s) and add them

How to create a complaint with Factorial?

To have access to the complaint link:

1. On your sidebar, click on Settings
2. In People section, select Complaints
3. You will find the complaint link in the Complaints Form section

To send a complaint:

1. Copy and open the complaints form link in your browser
2. Fill in the Complaint Form:
   • What’s your relationship with the company?
   • Description of the complaint (mandatory): provide information about the involved parties, location, time and cause of complaint.
   • Attachments: add any documents, photos, etc that could serve as proof for the report.
     
3. Password Creation: the password maintains the protection and security of your complaint.
   

   The password will be needed to enter the follow up page for your report.

    
4. Complaint code: this will serve as a username to access the page where you have deposited your complaint.
   • The person reporting the complaint can see the status of the complaint and add extra comments with context and relevant documentation (if requested by the complaints manager).

How to proceed with a complaint within Factorial?

To manage a complaint:

1. On your sidebar, click on Complaints
2. You’ll have a list of complaints
3. Click on the complaint to proceed
4. Once you click on the complaint:
   • Overview: a list of information about the complaint such as the creation date, due date, description and attachments.
   • Activity: to add comments and documents but also to visualize and change the different statutes of the complaint.

To delete a complaint:

1. On your sidebar, click on Complaints
2. You’ll have a list of complaints
3. Click on the complaint you want to delete
4. Go to Overview
5. Click on Delete complaint located in the bottom of the page
6. Click on Yes, delete

How to configure your own whistleblowing policy page

1. On your sidebar, click on Settings
2. In People section, select Complaints
3. Go to the Internal Information System and Defense of the Informant section and paste your external URL