Indicator 3.12.6

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Indicator 3.12.6

by Contact on 8 October 2026

Requirement

The UoC shall ensure that: a) grievances are acknowledged within 10 days from submission; and b) grievances are resolved within 90 days from submission. Where resolution is not possible within 90 days, justification and an alternative timeline shall be provided to relevant parties.

How Do I Interpret This Requirement?

  • The UoC follows the procedure to address grievances, beginning with acknowledging the receipt of the grievance within 10 days from submission.

  • The UoC develops a clear action plan to resolve the grievance within 90 days from submission.

  • Urgent concerns should be addressed sooner. For example:

    • If the grievance relates to a workplace hazard related to equipment that could harm an employee, that equipment must be removed from operation and repaired immediately.

    • If the UoC suspects that the person making the claim or other people may be at risk, and if the case involves human rights, including potential cases of child labour or forced labour, the UoC follows Appendix 16 (Remediation Protocol).

  • Full remediation of the issue may take place over a longer timeframe when required by the circumstance. For example:

    • until the child has reached school-leaving and working age.

    • Simple grievances may not require a 90-day timeframe.

Evidence of Implementation

  • records of grievance processes.

Auditors Should Confirm

  • the timeframe in which grievances are resolved.