Anyone can submit a complaint, but a complaint must comply with a number of requirements in order to be considered by the Mediation and Complaints-Handling Institution.
The complaint must be in writing, it cannot be anonymous, and the event must have taken place within the last five years.
The complaint must be supported by facts. This means that the complaint must contain a description of what happened and the company’s role in the incident. The complaint must relate to an area covered by the OECD Guidelines. However, the complaint does not need to specify the guidelines(s) considered to have been breached. It is up to the Mediation and Complaints-Handling Institution to decide whether the complaint falls within the scope of the OECD Guidelines.
The complaint must be supported by relevant documentation. The documentation must be as specific and precise as possible. It is not enough to refer to a documentary or newspaper article, but such items can form part of the documentation.
You should be aware that the person you are complaining about will be informed of your complaint both when MKI accepts the complaint for further consideration and when MKI rejects the complaint. The person you have complained about then has the option to seek access to the complaint by the Public Administration rules.
You should also be aware that it is the mediation and complaints-handling institution that determines whether a complaint can be completed by the parties independent resolution. This means that if you and the person you have complaint about find a solution on your own (link to step 2), it is not completed until the mediation and complaints-handling institution has approved your solution.
An agreement between the complainant and the subject of the complaint does not later on prevent the mediation and complaints-handling from taking up a case on its own initiative which deals with the issues that have been complained about.