# Complaint procedure ## Principles of GOTS Complaints Procedure The Complaints Procedure is developed to support the our vision: a world where all textiles are produced in accordance with the principles of health, ecology, fairness and care to enhance people’s lives and the environment. Organic textiles are an integral part of this holistic approach. The Complaints Procedure strives to adhere to the core criteria of legitimacy, accessibility, predictability, equitability, transparency, and is dialogue-based. The procedure is designed in consultation with experts and external stakeholders to reflect the word and spirit of the core documents, including the Standard, the Manual for the Implementation of GOTS/GRTS and the Due Diligence Handbook for Certified Entities. Global Standards strives to continuously improve its Complaints Procedure to ensure it reflects the best international practices and meets the highest expectations for grievance mechanisms, as provided by the OECD Guidance documents and the UN Guiding Principles on Business and Human Rights. Global Standards provides a complaint procedure to ensure a formalised, timely and effective means of handling and resolving any complaints raised with regard to: - unauthorised, false or misleading use of the GOTS/GRTS logo or other claims related to GOTS/GRTS - certification failures or omissions in the course of the GOTS/GRTS certification procedure - any other abuses of the GOTS/GRTS quality assurance or the licensing and labelling system - violations against the ownership and other rights of/in the Global Organic Textile Standard / Global Responsible Textile Standard - Complaints based on any of the criteria listed can be made by any company, organisation or individual. In order to formalise and ease the handling of complaints, a specific complaint form has been developed, which complainants are requested to make use of. GOTS requires all complainants to identify themselves and their affiliations while submitting complaints. Unidentified complaints shall not be entertained. Complainants however have a choice to remain anonymous while complaints are being investigated and GOTS shall always honour such a request, if made. --- ## Fill out the complaint form Please complete all required fields! ### 1. Your contact details (will remain anonymous, if desired) Complaint type **\*** Complaint type I represent a company I am a private Person Please choose Company **\*** Invalid input Name **\*** Please fill in your name Address **\*** Please fill in your address Phone **\*** Invalid Input Email **\*** Invalid Input Website Invalid URL. Please fill in the whole website address including http:// or https://. Do you wish to keep this complaint anonymous? **\*** Do you wish to keep this complaint anonymous? Yes No Please choose Did you find the Company/Organisation in the GOTS Certified Suppliers Database? **\*** Did you find the Company/Organisation in the GOTS Certified Suppliers Database? Yes No Please choose Please choose your issue **\*** Please choose your issue Company not found by license number in the GOTS Database Company not found by name in the GOTS Database Please choose one or more items ### 2. Who is this complaint against? Legal name of company / organisation **\*** Invalid input Contact person(s), if known **\*** Please write **unkown**, if not determinable Address **\*** Please write **unkown**, if not determinable Email **\*** Please fill with a **valid email address** Website **\*** Invalid URL. Please fill in the whole website address including http:// or https://. No article was bought Invalid Input Article was bought online? **\*** Article was bought online? Yes No Please choose Article was bought in store **\*** Article was bought in store Yes No Please choose Name of store (required if article was not bought online) **\*** Invalid Input ### 3. Subject of the complaint At least one answer is required **\*** At least one answer is required **Possible misuse of the GOTS logo** Is logo missing Is the Labelgrade missing Is certifier missing Is the License Number missing **Possible false or misleading assertions related to GOTS certification or compliance with GOTS** Relating to a company Relating to textile product(s) Relating to (chemical) input(s) used in textile processing Possible failure or omission in the GOTS certification procedure Possible inappropriate or unprofessional service in or abuse of the GOTS licensing, labelling and certification pro-cedure Other, please specify Please choose from at least one option Please specify the subject of the complaint **\*** Invalid Input ### 4. Details of the complaint Please describe your complaint below as precisely as possible, giving the reasons for your suspicion, also any steps taken so far in pursuing it. Please attach all relevant information and documentation. Please describe your complaint: **\*** Invalid Input If applicable, please enter any steps taken so far, such as persons contacted, responses received, etc.: **\*** Invalid Input Please enter any evidence that supports your complaint. If relevant, kindly quote any violated GOTS criteria or procedures: **\*** Invalid Input Relevant information that substantiate the complaint (e.g. scanned samples of false label applications, links to websites where false information is provided; correspondence, certificates or other documents that support the claim). **\*** Relevant information that substantiate the complaint (e.g. scanned samples of false label applications, links to websites where false information is provided; correspondence, certificates or other documents that support the claim). links to websites where false information is provided scanned samples of false label applications correspondence certificates other documents that support the claim at least one selection is necessary Link to websites where false information is provided **\*** Invalid URL. Please fill in the whole website address including http:// or https://. Upload scanned samples of false label applications, correspondence, certificates or other documents that support the claim **\*** Please upload necessary files ### 5. Further information / comments Please note down any further information or comments that are relevant to your complaint and its processing that is not covered / does not fit to any of the above points: Invalid Input ### 6. Authorisation Confirm complaint **\*** Confirm complaint I confirm that the details and information I am submitting are, to the best of my knowledge, accurate and true. Please confirm Accept data privacy **\*** Accept data privacy I agree that the above data may be used and saved in order to reply to my inquiry. I can withdraw my consent at any time. Further information can be found in the Privacy Policy under Privacy Statement. Please accept the data privacy policy Choose a region **\*** Please select a region responsible for your complaint request Invalid Input After evaluation of your complaint and the information you have submitted, we will inform you about the processing of the complaint and if further information is required to be able to progress it appropriately. GOTS thanks you for making the effort to file this complaint, which will help to assure and further improve the GOTS quality assurance and to safeguard the credibility of the GOTS programme and its labelling system. ### The Principle of Legitimacy The principle of legitimacy in the Complaints Procedure refers to stakeholders’ trust and confidence in the process. This principle provides that the Complaints Procedure is accountable, fair, and transparent, handling every complaint according to established procedures without any bias or manipulation. - Global Standards strives to maintain a transparent and accountable complaint-handling process. - Every complaint is documented, and complainants have the right to appeal decisions. Additionally, Global Standards safeguards the complainants from retaliation, ensuring that their identities remain confidential. - The Complaints Procedure allows complainants to remain anonymous, for example, by engaging with legitimate representatives. - If a complaint or grievance is raised concerning non-compliance with the GOTS/GRTS criteria—particularly those criteria derived from international human rights and labor conventions—and the parties involved are not satisfied with the resolution provided by the Complaints Procedure, they have the option to seek further redress or escalate the issue using other available grievance mechanisms, such as National Contact Points for the OECD Guidelines. - The Complaints Procedure is managed by designated qualified and experienced Global Standards staff. - The development of the Complaints Procedure is reliant on stakeholder engagement and informed by external expertise. ### The Principle of Accessibility The principle of accessibility requires that the Complaints Procedure is known and functional for all stakeholders, including those facing barriers due to language, literacy, education, or socioeconomic factors. The Complaints Procedure is designed to be user-friendly. - The Complaint Form is available on the Global Standards website and is the primary means to file a complaint. - In certain exceptional cases, Global Standards may accept complaints submitted through other means, including emails. - To properly document the complaint-handling process, Global Standards prefers that any communication during the complaints-handling procedure be in written form, with other means of communication being supplementary. - Global Standards is committed to publicise, communicate and raise awareness of the Complaints Procedures to all relevant stakeholders in order to ensure broader awareness and usability. - The complaint form is designed to be intuitive and accessible, allowing accessibility for any stakeholders facing potential barriers. - If a complaint or grievance is raised concerning non-compliance with the GOTS/GRTS criteria—particularly those criteria derived from international human rights and labour conventions—affected parties may refer to grievance mechanisms provided by the GOTS/GRTS Approved Certification Bodies or seek their advice in submitting the complaint through the Complaints Procedure. - Given its global scope, Global Standards is committed to continuously improving the accessibility of the complaints procedure across all geographic regions. ### The Principle of Predictability Predictability means providing a clear and known procedure with an indicative time frame for each stage and clarity on the types of process and outcome available and means of monitoring implementation. It ensures that complainants know what to expect and when from filing the complaint to the resolution. - Global Standards shall treat every complaint with utmost seriousness. - The Complaints Procedure outlines predictable steps in handling complaints, including timelines for responses and appeals, and communicates indicative timeframes to the affected parties. - The Complaints Procedure includes clear instructions on the submission, handling and disposal of submitted complaints. - The Complaints Procedure aims to inform the Complainant about the status of their complaint. - Resolutions or decisions reached through the complaint-handling process shall be followed by respective stakeholders. ### The Principle of Equitability Equitability, as one of the core principles of the GOTS Complaints Procedure, means ensuring that aggrieved parties have reasonable access to sources of information, advice, and expertise necessary to engage in a grievance process on fair, informed, and respectful terms. This principle aims to balance any power imbalances between the parties - Global Standards promotes equitability by providing clear guidelines and support to complainants. - This includes providing sufficient information, allowing complainants to understand the process and ensuring they can participate fully and fairly. - Global Standards makes efforts to provide necessary information, advice, and expertise to all parties involved. ### The Principle of Transparency Transparency ensures that the Complaints Procedure operates openly, keeping parties informed about the progress of their complaints and providing sufficient information about the mechanism’s performance to build confidence in its effectiveness. - Global Standards upholds transparency by striving to keep the Complainants informed about the status of their complaint. - Global Standards makes available on its website the current list of entities banned for Certification as a result of complaints investigations. ### The Principle of Being Dialogue-based Dialogue-based means seeking to resolve complaints through dialogue between the stakeholders involved (for instance, between the Certified Entities and the Certification Bodies or between Certified Entities and the affected parties or their representatives). - Global Standards strives to ensure that its Complaints Procedure is dialogue-based, focusing on resolving grievances through open and constructive communication between relevant stakeholders involved. This approach helps to find mutually agreeable solutions and fosters a collaborative environment for addressing issues. ### Global Standards is on a mission to ensure the highest level of positive social and environmental impact in textile value chains. [ vision and mission ](https://global-standards.org/index.php?Itemid=1351)