Complaints process

The diagram is a structured flowchart divided into four columns, each representing a phase in the complaint process. The phases are:

1. Coordination and Initial Assessment

2. Dispute resolution (good offices)

3. Final Statement

4. Follow Up.

Each phase includes a:

• title

• approximate timeframe

• multiple steps with conditional branches.

Phase 1: Coordination and Initial Assessment

Duration: Approximately 5 months.

• Complaint submitted: Notifier submits concerns about non-observance of OECD Guidelines.
• Coordination stage: AusNCP consults with National Contact Points of other countries to see who should lead on the complaint. Estimated time: 2 months.
• Decision Point: Will the AusNCP lead? 
  • If No, a 'Transfer Statement' is issued, and the process ends.
  • If Yes, proceed to Initial Assessment.
• Initial Assessment: Examiner decides whether the complaint merits further consideration. Estimated time: 3 months.
• Decision Point: Is further consideration merited? 
  • If No, a Final Statement is released, and the process ends.
  • If Yes, an Initial Assessment statement is published, and the process moves to Phase 2 for dispute resolution.

Phase 2: Dispute resolution (good offices)

Duration: Approximately 6 months.

• AusNCP offers dispute resolution services to both parties.
• Decision Point: Parties agree to participate?
  • If the enterprise declines or withdraws, the process moves to the Examination Stage in Phase 3.
  • If the notifier declines or withdraws, the process moves to publishing a Final Statement in Phase 3.
  • If both agree to participate, dispute resolution begins.
• Parties seek to resolve issues with AusNCP support.
• Decision Point: Were the issues resolved?
  • If no, the process moves to the Examination Stage in Phase 3.
  • If the issues were resolved, the process moves to publishing a Final Statement in Phase 3.

Phase 3: Final Statement

Duration: Approximately 3 months.

• Examination Stage: Examiner decides whether the OECD Guidelines were observed.
• Final Statement: AusNCP publishes the complaint’s outcomes in a Final Statement.

Phase 4: Follow Up

Duration: Approximately 12 months after Phase 3 (if applicable).

• Follow Up process: Examiner reviews implementation of the Final Statement’s recommendations and considers whether further AusNCP engagement needed.
• Follow Up Statement: AusNCP publishes the outcomes of the Follow Up process.