Complaints, Inquiries and Suggestions
Complaints, Inquiries and Suggestions
Complaints and/or complaints line
Welcome to the Paracel complaints channel.
This is a tool implemented so that you can safely, anonymously and confidentially report any suspected irregularity or non-compliance with the guidelines established in our Code of Ethics and/or our current policies, regulations and/or procedures.
Important
We urge not to use this service to report irregularities that pose an immediate threat to security. If the case requires immediate assistance, please contact the emergency service or local authorities.
Exclusive mailboxes for the Paracel Complaints, Inquiries and Suggestions Channel
The “BDO ethical line” service includes the anonymous collection of complaints and their subsequent transmission to the company that has contracted the service.
Becher y Asociados S.R.L. Neither its members and employees, BDO International Limited nor its members, nor any of the Member Firms that are part of the international BDO network, may be held responsible for the veracity of the content or for the civil, commercial and/or criminal implications and consequences arising from the subsequent investigation of such complaints.
You can submit your complaints, questions and suggestions through these channels
Complaints/Complaints Handling
The complaint/complaint has the following elements:
- Date (s) of the event
- Name of the reported person/company/area
- Clear description of the complaint/complaint
- The stated situation represents a deviation from human rights, sustainability, ethical compliance, legal and labor issues.
- Sufficient information to move forward with the investigation
- Evidence of the complaint/complaint (in case of evidence in the story, the situation must be described in detail)
- Complies with complaint management principles (good faith, transparency)
If the complaint is complete
Progress is being made with the process
If the complaint is incomplete
An attempt will be made to collect the missing data; if this is not possible, the complaint/complaint will be canceled (Dismissal)
Process
1
Registration and classification
- Priority: high, medium, low.
- Type: complaint, inquiry, suggestion.
- Subject: social, environmental, ethical, others.
- Dialogue with the complainant and classification.
2
Establishment of the Circumstantial Committee
3
Communication to the people involved
external parties involved (when the query, complaint or suggestion is not
anonymous).
4
Analysis and investigation of complaints and suggestions
5
Dialogue with the complainant
6
Determination of measures and/or actions
7
Completion of the communication process
8
Monitoring and follow-up
If the complaint complies with all the elements, or if the missing data can be obtained, the investigation proceeds. If it is anonymous, compliance with the process may be difficult, depending on the case.
