COMPLAINT HANDLING

COMPLAINT HANDLING MECHANISM

If concerns persist about the responsible supply chain despite the undertakings by Pibor ISO SA, the company will provide access to the following complaint handling mechanism:

This procedure applies to issues in relation to circumstances in the supply chain involving gold or metals originating from a platinum mine in conflict zones as well as declarations of origin of diamonds.

These concerns may be e-mailed to the person in charge of implementing and reviewing this procedure or submitted over the telephone as follows:

E-mail: coc(at)pibor.ch
Tel. 032 427 02 70

On receipt of the complaint, we will endeavour:

to obtain a precise report of the complaint;
to explain our complaint handling procedure to the complainant;
to ascertain the manner in which the complainant wishes his complaint to be handled;
to nominate the person who will have to handle the complaint internally or assist in referring the complaint to the relevant entity, for example the supplier concerned or the relevant institution in the sector;
to obtain further information, if necessary, when the problem can be handled internally;
to identify all the measures that we will have to take, including monitoring the situation;
to inform the complainant of our decisions or conclusions.
to store the complaints received and the internal procedure followed in our archives for at least five years.