Situation
A global retailer commissioned us to analyse and improve their grievance mechanism in line with regulatory requirements and best practice.
Impact
- Thorough review and evaluation of policies and grievance process.
- Benchmarking against key competitors.
- Development of a playbook to assess and address complaints.
Solutions
Situation
A global retailer commissioned us to analyse and improve their system for staff and third-parties to raise complaints, in line with regulatory requirements and best practice.
Solution
We reviewed policies on grievance processes, analysed complaints data, and interviewed relevant staff. Additionally, we evaluated the grievance mechanism against requirements in the German Supply Chain Act (LkSG) and benchmarked it against key competitors.
Impact
Our team of Strategy Development and Advisory experts provided three tiers of recommendations, detailing how the company should align the mechanism with LkSG minimum standards, German government guidance, and best practice.
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