GEM encourages stakeholders to seriously and responsibly provide opinions or suggestions on the company's social responsibility management, especially supply chain due diligence management, to help the company improve its work; at the same time, it also accepts complaints from employees, suppliers, customers and stakeholders. And provide legitimate and smooth channels and proper and fair ways to handle complaints to ensure that the company's work is carried out in a standardized and orderly manner.
1. Complaint method
There are two ways to appeal: telephone and written (including EMAIL). Stakeholders can submit comments, suggestions or complaints to GEM by phone, email or writing.
2. Complaint reception
GEM International’s Green Supply Chain Management and Commerce Department is the department responsible for handling complaints. A dedicated person is responsible for receiving each opinion, suggestion or complaint submitted by stakeholders and confirming receipt within two working days after submission.
3. Appeal review
（1） Appeals that meet the following conditions are acceptable:
Relevant to GEM’s supply chain due diligence, including any identified risks;
Point out deficiencies, inconsistencies or deficiencies in the due diligence system;
Include sufficient objective evidence to reasonably support the allegations of the person filing the complaint;
Violate requirements related to labor practices and policies related to human rights and environment, health and safety;
Violate relevant requirements of the Code of Business Ethics.
Submitted in good faith.
（2）Appeals that meet the following conditions will not be accepted:
Not related to GEM’s supply chain due diligence;
Relates to issues beyond GEM’s control, influence or responsibility;
Lack of sufficient objective evidence to reasonably support the complaint.
Not submitted in good faith.
（3）All complaints must have factual basis and true content. Speculations and false content must not be used as the basis for complaints, and malicious attacks and slander must not be allowed.
4. Complaint handling
If the appeal does not meet the conditions in point 1, GEM will notify the party submitting the appeal of the decision, including GEM's reasons for rejecting the appeal. If necessary, GEM may recommend that the complaint be submitted to other parties.
If applicable, GEM will inform the complainant of the specific certification scheme’s complaint mechanism relevant to the complaint.
Once the complaint is accepted, GEM’s Social Responsibility Office will organize relevant departments to investigate all elements of the complaint, and notify the complaining party of the investigation results and the determined corrective measures (if any) used to resolve the complaint within 15 working days (notification The results are presented in a manner consistent with the confidentiality policy).
GEM takes one of the following actions to handle each complaint:
Complaint accepted and corrective action required;
Complaint accepted without corrective action;
Dismiss appeal;
The company cannot handle it and handle it through a third party;
Announce the processing results or inform the complaining party.
5. Information confidentiality
After the complaint information is received, dedicated personnel from the GEM International Green Supply Chain Management and Commerce Department will be responsible for the preservation of the information, the transmission of information review, and the processing and feedback of the information. Without the consent of the person in charge of the Green Supply Chain Management and Commerce Department of GEM International, it is prohibited to disclose the information to persons outside the department.
6. Protection of complainants
Complaint information will be kept strictly confidential by the handling personnel. Complaint materials should be strictly managed as confidential information and no one may access them without the approval of the company’s main leader or leader in charge. It is strictly prohibited to transfer complaint materials to the party being complained against, and it is strictly prohibited to retaliate against the whistleblower. The legitimate rights and interests of the whistleblower are protected. Any serious leakage of confidentiality that causes damage to the legitimate rights and interests of the whistleblower will be handed over to judicial organs for processing.
7. Complaint channels
Tel: +86-755-33386666
Address: 20th Floor, Building A, Rongchao Binhai Building, South of Xinghua Road, Baoan Central District, Shenzhen, Guangdong Province, China
