SA8000认证程序文件：员工投诉与行政复议标准作业程序
SA8000 certification program file: employee complaints and administrative reconsideration of standard operating procedures
一、目的
A, objective
规范员工投诉与行政复议工作，确保员工投诉能及时、准确、合理地得到解决。
Normative employee complaints and administrative reconsideration work, ensure employee complaints timely, accurate, reasonably solved.
二、适用范围
In two, scope of application
适用于物业部经理以下员工在以下范围内的投诉处理工作：
Applicable to the property manager the following staff in the following range of complaint handling:
1、员工对本人或他人绩效考评结果不满的；
In 1, the staff of himself or others, not satisfied with the results of performance appraisal;
2、员工对本人或他人奖罚结果不满的；
In 2, employees of himself or others, reward and punishment were not satisfied with the results;
3、其他须进行行政复议的行为。
In 3, the other must undertake administrative reconsideration behavior.
三、职责
Three, duties
1、总经理负责员工投诉与行政复议工作的监控与结果的审批。
In 1, the general manager is responsible for employee complaints and administrative reconsideration work monitoring and results of examination and approval.
2、人事部负责员工投诉的受理与行政复议的组织实施。
In 2, the Ministry of personnel responsible for staff to complain accept and administrative reconsideration organization and implementation.
3、投诉人负责查找或提供必要的事实依据。
In 3, the complainant is responsible for finding or provide necessary basis in fact.
四、程序要点
In four, program points
1、投诉原则。员工投诉须遵循以下原则：
1, the principle of complaints. Staff complaint shall abide by the following principles:
1署名投诉的原则。
Sign of 1 complaints principle.
2逐级投诉的原则。
2 level complaint principle.
3谁投诉谁举证的原则。
3 who complaints who proof of principle.
2、投诉要求
2, claim
(1)投诉内容须符合适用范围所列各项。
( 1) the complaint shall conform to the applicable scope of the listed items.
(2)投诉内容力求简明、扼要、事实清楚，最好能附有关的证据或证明人姓名。
( 2) the complaint to concise, brief, the facts are clear, preferably with relevant evidence or proof of person name.
(3)公司不受理匿投诉。投诉信要注明投诉人姓名、所在部门、联系方式等内容。
( 3) the company not to accept anonymous complaints. Complaint letter complain to indicate the name, Department, contact information and other content.
(4)投诉可采用口述或信件（电子邮件）形式。
( 4) by oral or complaint letters ( email ) form.
(5)员工投诉的第一受理部门为公司人事部，第二受理部门为总经理室，原则上不得越级投诉。
( 5) the first accepting department employee complaints for company personnel department, second departments for accepting for the general manager's office, in principle not leapfrog complaints.
3、投诉的分类。按投诉的效果分为有效投诉与无效投诉两类：
In 3, the complaint classification. According to the complaints of the effect of divided effective complaint and ineffective complaints two:
(1)有效投诉：在公司规定的投诉范围内，不违背投诉原则，且经调查属实的。
( 1) a valid complaint: in the company of the provisions within the scope of the complaint, does not violate the principle of complaints, and the investigation of the case.
(2)无效投诉：
( 2) ineffective complaints:
①在公司规定的范围外的；
In the company's outside the scope of;
②匿名投诉的；
The anonymous complaint;
③不提供证据的。
It does not provide evidence.
4、投诉与行政复议程序
In 4, complaints and the administrative reconsideration procedure
(1)投诉的提出：
( 1) the proposed complaint:
①书面投诉：
The written complaint:
——投诉人将需投诉的内容整理成文字，内容包括：被投诉人，所在部门、投诉的事实经过、投诉人姓名、所在部门、投诉日期等，并将有关的证据或线索附后；
Complainant complaint -- will be content to sort into text, content includes: the respondent, departments, complaints complaints after the fact, name, Department, date of complaint, and the relevant evidence or clue attached;
——投诉人将投诉信投入“员工意见箱”或通过邮局寄给人事部经理或直接交给人事部经理。
Complainant complaint letter investment -- the" suggestions" or through the post office to the personnel department manager or directly to the Ministry of personnel manager.
②口头投诉：
The oral complaints:
——投诉人到人事部经理处交需投诉的事项向人事部经理列举清楚；
-- the complainant to the manager of the personnel department to pay department required the complaint to the personnel manager enumerates out;
——人事部经理根据投诉人的口述，进行记录，并将记录结果出示给投诉人检查，投诉人予以签名确认后，由人事部经理告之于10日内给予答复并请投诉人回去等消息。