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If you are the subject of a complaint

The OECD Guidelines serve as a starting point. Private and public companies, organisations and authorities can be the subject of complaints regarding non-compliance with the OECD Guidelines. As a party it is therefore important to be familiar with the OECD Guidelines

The procedure for handling complaints

In the event of a specific complaint, it is important to know the procedure for complaints handling and the framework it provides for resolving complaints. The procedure is described here. It is also important to be familiar with the requirements that apply to specific complaints, which you can read about under How to Complain.

If your company is the subject of a complaint, the company will be informed of the complaint, when the Mediation and Complaints-Handling Institution either accepts the complaint for further consideration or rejects the complaint. In both cases, your company has the option to seek access to the complaint under the Danish Public Administration Act.

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 complainant find a solution on your own, 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.

More about dialogue, mediation and conflict resolution

The Mediation and Complaints-Handling Institution endeavours to create a framework for mediation, dialogue and conflict resolution. If a complaint is initially approved for further consideration, the Institution will start by contacting the parties and encouraging them to resolve the matter themselves. If the parties fail to come to an agreement, the Institution will consider offering to mediate between the parties.

One of the most important things a party can do is therefore to be prepared to engage in a constructive and targeted dialogue.

The OECD has prepared a manual on mediation. The manual was prepared for use by the OECD National Contact Points, which are responsible for mediation (the Mediation and Complaints-Handling Institution is also the Danish OECD Contact Point). However, the manual is relevant to all parties engaging in mediation about infringements of the OECD Guidelines. The manual is available here: NCP Mediation Manual(pdf)

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