Complaints Instructions

Instructions – reporting complaints, grievances, irregularities and violations of law in the company BEST TSL Sp. z o.o.

Effective date: September 14, 2023.

PURPOSE OF THE INSTRUCTION

The Instruction describes the principles of filing complaints and grievances and reporting suspicions of irregularities and violations of the law in connection with the activities conducted by BEST TSL sp. z o.o. by employees, associates and service providers as well as service recipients and their environment and external contractors.

SCOPE OF APPLICATION

The instruction applies to all employees, collaborators and service providers of BEST TSL; its provisions also apply to service recipients and their environment, as well as external contractors cooperating with the company.

ATTACHMENTS

Attachment: Form for reporting complaints, grievances, irregularities, violations of law

PROCEDURE

REPORTING COMPLAINTS, GRIEVANCES, IRREGULARITIES AND VIOLATIONS OF LAW BY EMPLOYEES, CO-WORKERS AND SERVICE PROVIDERS

All employees, associates and service providers of BEST TSL may report complaints, grievances and any legal irregularities and observed actions that are inconsistent with internal regulations, procedures, instructions, the Labor Code or other applicable legislation. In the first instance, irregularities should be reported to the direct superior of the employee, associate or service provider.

The next step is to report a complaint, grievance, irregularity or violation of law in writing, which is done exclusively on the Form for reporting complaints, grievances, irregularities, grievances and violations of law, which is an Annex to this Instruction, by:

  • submitting the completed form to the registered office of BEST TSL at ul. Chopina 9, 62-800 Kalisz in a sealed envelope marked "Complaints, grievances, irregularities, violations of law".

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  • sending the completed form by traditional mail to the following address:

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BEST TSL Sp. z o.o., ul. Chopina 9, 62-800 Kalisz with the note "Complaints, grievances, irregularities, violations of law".

REPORTING COMPLAINTS, GRIEVANCES, IRREGULARITIES AND VIOLATIONS OF LAW BY SERVICE RECIPIENTS AND THEIR ENVIRONMENT

The mechanism for reporting complaints, grievances, irregularities and violations of legal provisions has also been developed for the needs of recipients of services provided by BEST TSL and its environment. They may file complaints and grievances as well as report irregularities and violations of legal provisions (in connection with the company's activities) exclusively in writing by:

  • submitting the completed form to the registered office of BEST TSL at ul. Chopina 9, 62-800 Kalisz in a sealed envelope marked "Complaints, grievances, irregularities, violations of law".

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  • sending the completed form by traditional mail to the following address:

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BEST TSL Sp. z o.o., ul. Chopina 9, 62-800 Kalisz with the note "Complaints, grievances, irregularities, violations of law".

• Complaints, grievances and reports of violations and/or irregularities should be submitted in writing only by completing the form included in this Instruction.

Incomplete and imprecise applications will not be considered.

EXAMINATION OF REPORTED COMPLAINTS, GRIEVANCES, IRREGULARITIES AND VIOLATIONS OF LAW

Immediately after receiving a complaint, grievance or notification of irregularities or violations of the law, the direct superior/project manager/service coordinator determines whether the report is justified and takes further steps to clarify and, in the next step, corrective actions.

Each report is registered. A response to the report is made within 14 days of the date of receipt of the report.

If the report requires a longer response time due to its complexity, the reason for the delay and the date of the expected response and the steps taken to clarify the report will be provided within 14 business days.

The direct superior/project manager/service coordinator prepares a note of the conducted explanatory proceedings.

The entire course of the process is supervised by the President of BEST TSL Sp. z o.o.

GUARANTEE OF CONFIDENTIALITY AND PROTECTION OF REPORTERS

Information provided as part of a complaint, grievance or notification of irregularities or violations of law is confidential and protected against disclosure to unauthorized persons. The Company provides those reporting irregularities with protection against at least repressive actions, discrimination or other types of unfair treatment. The information provided will be disclosed only to necessary legal authorities if necessary due to the type of violation.

MONITORING THE EFFECTIVENESS OF INSTRUCTIONS

The entire course of the Instruction effectiveness process is supervised by the President of BEST TSL Sp. z o.o.

APPEAL AGAINST A DECISION

You have the right to appeal against the decision issued within 14 days of its issuance.

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