HUEN COMPLAINT MANAGEMENT

VERSION 1.0 · EFFECTIVE 1 MARCH 2023 REPORTING: INFO@PROFIXEPSZER.HU

If something is wrong, there is somewhere to go

This policy sets out how we receive, investigate and close complaints and reports, whether they come from a client, an employee, a subcontractor or a neighbour of the site. There is a single reporting channel, so that nothing is lost between levels.

01 · What counts as a complaint

Any signal expressing dissatisfaction with our work, our conduct or a breach of our rules. Typically:

• Quality: defective or incomplete work, delay, missing documentation.
• Safety: unsafe working, missing PPE, an incident or near miss.
• Employment: pay, working hours, accommodation, treatment, discrimination, harassment.
• Ethics: corruption, conflict of interest, falsified documents.
• Environment and neighbourhood: noise, dust, mud, vibration, use of public space.

A simple question or request for information is not a complaint, but we answer it through the same channel.

02 · The procedure

STEP	WHAT HAPPENS	DEADLINE
Receipt	Registered with a unique reference; the complainant receives written acknowledgement.	2 working days
Immediate action	Where there is a safety risk, work is stopped or the hazard removed without waiting for the investigation.	Without delay
Investigation	Gathering facts, site inspection, hearing those involved, reviewing documents.	15 working days
Decision and reply	A written, reasoned reply: what we found, what we will do, and what falls outside our responsibility.	30 days
Closure and learning	Verification that the action was carried out, and — where the fault is systemic — a change to the process.	As per the action

Where an investigation justifiably exceeds 30 days, we inform the complainant before the deadline expires and state the new one.

03 · Impartiality

A complaint may not be investigated by anyone it concerns, or who made the contested decision. In such cases management takes over, engaging an external expert where needed. Site managers may not filter reports passing through them: they must forward them, even where they consider them unfounded.

04 · Confidentiality and no retaliation

We keep the reporter's identity confidential, disclosed only to those who strictly need it for the investigation. Anonymous reports are investigated in the same way; we simply cannot give feedback.

A good-faith reporter suffers no disadvantage — no dismissal, transfer, loss of work or removal from site — even where the report proves unfounded. Retaliation is itself a disciplinary offence. A knowingly false, bad-faith report does carry consequences.

05 · Records and data

Every complaint is logged: reference, date received, subject, site, action taken, date closed. The log and related papers are kept for 5 years from closure. Personal data processed in connection with a complaint is governed by our Privacy Notice and used solely for the investigation.

06 · If our reply does not satisfy you

The complainant may ask management to review the reply. That does not affect the right to approach the competent body directly:

• the employment and occupational safety authority in labour and safety matters;
• the Directorate-General for Equal Treatment in discrimination matters;
• the National Authority for Data Protection and Freedom of Information in data protection matters;
• the competent conciliation board or the courts in consumer disputes.

07 · Review

Complaints are summarised annually and examined for recurring patterns. Where one appears, we change the process rather than the individual case. The policy is reviewed annually and after any change in law. The Hungarian version governs; this English edition is provided for information.