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id="camera_wrap_110"> <div data-alt="texte" data-thumb="/images/banner/sureBiogassNoText.png" data-src="/images/banner/sureBiogassNoText.png" > </div> <div data-alt="" data-thumb="/images/banner/raps2.jpeg" data-src="/images/banner/raps2.jpeg" > </div> <div data-alt="" data-thumb="/images/banner/landscapzNoText.jpg" data-src="/images/banner/landscapzNoText.jpg" > </div> <div data-alt="" data-thumb="/images/banner/treesNoText.jpg" data-src="/images/banner/treesNoText.jpg" > </div> <div data-alt="" data-thumb="/images/banner/WoodOnRoadNoText.jpg" data-src="/images/banner/WoodOnRoadNoText.jpg" > </div> <div data-alt="" data-thumb="/images/banner/AdobeStock_323295236.jpeg" data-src="/images/banner/AdobeStock_323295236.jpeg" > </div> <div data-alt="" data-thumb="/images/AdobeStock_71171538-01_WW.jpeg" data-src="/images/AdobeStock_71171538-01_WW.jpeg" > </div> <div data-alt="" data-thumb="/images/banner/FieldNoText.jpg" data-src="/images/banner/FieldNoText.jpg" > </div> <div data-alt="" data-thumb="/images/AdobeStock_414699782.jpg" data-src="/images/AdobeStock_414699782.jpg" > </div> <div data-alt="" data-thumb="/images/AdobeStock_300014263-2.jpeg" data-src="/images/AdobeStock_300014263-2.jpeg" > </div> </div> <div style="clear:both;"></div> </div> <section class="inner-section "> <div class="container"> <div class="row"> <div class="col-4 sidebar-ai"> <p> </p> <p> </p> <p> </p> <table style="width: 80%; background-color: #efefef;" cellpadding="5"> <tbody> <tr> <td><span style="font-size: 10pt; color: #00666a;"><a href="/en/contact/complaint-management.html#generalinformation" style="color: #00666a;">General information</a></span></td> </tr> <tr> <td><span style="font-size: 10pt; color: #00666a;"><a href="/en/contact/complaint-management.html#whatarecomplaints" style="color: #00666a;">What can be accepted as complaint(s)?</a></span></td> </tr> <tr> <td><span style="font-size: 10pt; color: #00666a;"><a href="/en/contact/complaint-management.html#howtosubmit" style="color: #00666a;">How to submit a complaint to SURE?</a></span></td> </tr> <tr> <td><span style="font-size: 10pt; color: #00666a;"><a href="/en/contact/complaint-management.html#complaintprocedure" style="color: #00666a;">Complaint procedure and timeline</a></span></td> </tr> </tbody> </table> <div class="news-desc"> </div> <div class="news-desc"> </div> </div> <div class="col-8"> <div id="system-message-container"> </div> <div class="news-desc "> <h3> Complaint procedure </h3> <div class="pull-left"></div> <p><strong><span style="font-size: 14pt; color: #00666a;"><span style="font-size: 18pt;"><a id="generalinformation">General Information</a></span></span></strong></p> <p>Conflict resolution and the investigation of complaints are essential for the SUSTAINABLE RESOURCES Verification Scheme GmbH to ensure the reliability and integrity of the SURE-EU system.</p> <p>Protecting the SURE-EU system from abuse is important to ensure that those who have invested time and resources in complying with the requirements of the SURE-EU system are safely identified and their interests are protected. SURE is interested in resolving conflicts through dialogue with the parties concerned before formal proceedings are initiated.</p> <p> </p> <p><strong><span style="font-size: 14pt; color: #00666a;"><span style="font-size: 18pt;"><a id="whatarecomplaints">What can be accepted as complaint(s)?</a></span></span></strong></p> <p>A “complaint” is a statement by an interested party that expresses dissatisfaction and is linked to a claim against the activities of the scheme operator.</p> <p>Complaints of any kind may be an indication of suspected violations or weaknesses in scheme participants, certification bodies and the voluntary scheme itself, and may trigger additional inspections. The scheme operator has set up a complaint management system for this purpose.</p> <div class="news-desc"> <div class="pull-left"> <p> A prerequisite for the investigation of a complaint is objective evidence and as comprehensive and concrete information as possible. A complaint based solely on hearsay or rumor is not sufficient for further investigation by SURE.</p> </div> <p> </p> <p>Complaints are inadmissible if</p> <p>   <span style="color: #e75113;">✔</span>   the requirements as to form and content are not met. This includes complaints and <br />         appeals that are not adequately supported by objective and sufficient evidence <br />         necessary to gain a clear understanding of the situation at hand,</p> <p>   <span style="color: #e75113;"> ✔</span>   the complaint seeks adjustments to the recognised SURE-EU system,</p> <p>    <span style="color: #e75113;">✔</span>   the complaint seeks to modify sanctions imposed by SURE for violations or infractions <br />          of SURE requirements,</p> <p>    <span style="color: #e75113;">✔</span>   the reason for the complaint does not explicitly relate to SUSTAINABLE RESOURCES <br />          Verification Scheme GmbH or to activities carried out under SURE.</p> <p> </p> <p><strong><span style="font-size: 14pt; color: #00666a;"><span style="font-size: 18pt;"><a id="howtosubmit">How to submit a complaint to SURE?</a></span></span></strong></p> <p>The complaint must be sent in writing, including all verifiable information, to the office of SURE GmbH, clearly marked as a complain via <a href="/en/contact.html">post</a> or e-mail (<span id="cloak436e668dd13ccdba3666a63accb2ab82"><span id="cloak6e6e0828bd61743d875a117e993e6687">This email address is being protected from spambots. You need JavaScript enabled to view it.</span><script type='text/javascript'> document.getElementById('cloak6e6e0828bd61743d875a117e993e6687').innerHTML = ''; var prefix = 'ma' + 'il' + 'to'; var path = 'hr' + 'ef' + '='; var addy6e6e0828bd61743d875a117e993e6687 = 'ims' + '@'; addy6e6e0828bd61743d875a117e993e6687 = addy6e6e0828bd61743d875a117e993e6687 + 'sure-system' + '.' + 'org'; var addy_text6e6e0828bd61743d875a117e993e6687 = 'ims' + '@' + 'sure-system' + '.' + 'org';document.getElementById('cloak6e6e0828bd61743d875a117e993e6687').innerHTML += '<a ' + path + '\'' + prefix + ':' + addy6e6e0828bd61743d875a117e993e6687 + '\'>'+addy_text6e6e0828bd61743d875a117e993e6687+'<\/a>'; </script></span>). Further current contact data can be found on the SURE website <a href="/en/contact.html">https://sure-system.org/en/contact.html</a>. The prerequisite for investigating a complaint is objective evidence and information that is as comprehensive and concrete as possible.</p> <p> </p> </div> <p><strong><span style="font-size: 18pt; color: #e75113;">!! <a href="/en/component/rsform/form/7:complaint-anonymous.html?Itemid=342" style="color: #e75113; text-decoration: underline;">Anonymous complaints can be submitted here</a> !!</span></strong></p> <p> </p> <h3><span style="font-size: 12pt;"><strong> </strong></span><span style="color: #00666a;"><strong>Postal address</strong></span></h3> <p>SUSTAINABLE RESOURCES Verification Scheme GmbH<br />Schwertberger Str. 16<br />53177 Bonn<br />Germany<br />Phone: 0049 228 35 06 150</p> <p> </p> <p><span style="font-size: 18pt;"><a id="complaintprocedure"><strong><span style="color: #00666a;">Complaint procedere (summary) and timeline</span></strong></a></span></p> <p><span style="color: #00666a; font-size: 14pt;"></span>Every complaint that meets the requirements in terms of form and content is accepted, analyzed and tracked as shown in <span style="color: #00666a;">Figure 1</span>.</p> <p>The individual steps in the complaint process are carefully documented by the scheme operator.</p> <p>The complaint process ensures the confidentiality and protection of persons who report infringements or log complaints. In accordance with Directive (EU) 2019/1937 the identity of the reporting person is not disclosed to anyone beyond the authorized staff members competent to receive or follow up on reports, without the explicit consent of that person. This shall also apply to any other information from which the identity of the reporting person may be directly or indirectly deduced (Chapter 5, Article 16 (1)). By way of derogation from paragraph 1, the identity of the reporting person and any other information referred to in paragraph 1 may be disclosed only where this is a necessary and proportionate obligation imposed by Union or national law in the context of investigations by national authorities or judicial proceedings, including with a view to safeguarding the rights of defense of the person concerned.</p> <p>The person (reporting person) who initiates the complaint as well as any other parties involved (e.g. competent authorities or the European Commission) are informed of the results of the complaint investigations.</p> <p><strong><span style="font-size: 12pt;">Complaint procedere in the SURE-EU scheme (Fig 1):</span></strong></p> <p><img src="/images/graphics/complaint_procedure.png" alt="complaint procedure" width="800" height="1306" /></p> <p> </p> <p>The workflow shown in the figure above looks as follows in detail:</p> <table style="width: 100%;" cellpadding="6"> <tbody> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">①   </span></td> <td> <p>All communication channels are available to reporting person to submit the complaint to the scheme operator: e-mail, fax, letter by post. Most importantly, we would like to once again stress the possibility of contacting us anonymously via the SURE website.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">②   <br /></span></td> <td> <p>The scheme operator decides whether the submission meets the definition of a com-plaint. If so, it documents the receipt of the complaint and generates a progress report in which all other measures and incidents related to the complaint are entered chronologically and linked to the relevant information and accompanying documents:</p> <p>   ✔   the complaint initiator (including contact detail)</p> <p>   ✔   the reason for the complaint (information on the companies involved, types <br />         and quantities of biomass/biomass fuels or electricity/heat, time periods and <br />         other details)</p> <p>   ✔   possible causes of the complaint (as long as this can be determined <br />         with certainty at that time)</p> <p>   ✔   potential magnitude of the complaint with respect to the integrity <br />         of the SURE system</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">③</span></td> <td> <p>The complaint is understandable and admissible according to the SURE guidelines for complaints.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">④</span></td> <td> <p>If the complaint is not sufficiently clear, the person who initiated the complaint is contacted and an attempt is made to obtain the missing information from the perspective of the complaint initiator.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑤</span></td> <td> <p>SURE keeps a register of complaints received and measures taken, which ensures a transparent procedure for reducing conflicts of interest and the possibility of monitoring.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑥</span></td> <td> <p>If the complaint is sufficiently substantive and convincing, the complainant will receive a letter within five working days confirming receipt of the complaint and assuring him that the complaint will be further investigated and that information on its progress will be provided.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑦</span></td> <td> <p>SURE is obliged to provide a summary of the registered complaints to the Commission through the annual reporting process for transparency reasons.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑧</span></td> <td> <p>Possible conflicts of interest are analyzed.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑨</span></td> <td> <p>If internal conflicts of interest are identified, a management resolution rules them out. (e.g. the complaint is directed against a SURE employee who has been released from handling the complaint by management instruction)</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑩</span></td> <td> <p>The scheme operator determines measures to permanently eliminate the reason for the complaint and its causes.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑪</span></td> <td> <p>The reason for the complaint must be explained and eliminated by the person concerned (e.g. scheme participant or certification body).</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑫</span></td> <td> <p>The scheme operator reviews the complaints of the person who submitted the com-plaint or directly checks the implementation and effectiveness of the measures specified by the person or identified by the scheme operator.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑬</span></td> <td> <p>If the assessment of the effectiveness of the measures (e.g. result of another audit) is not satisfactory, a new cycle of measures (see 10) is initiated in accordance with the PDCA cycle (Plan-Do-Check-Act).</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑭</span></td> <td> <p>Before the complaint procedure is concluded, a summary report is created.</p> </td> </tr> <tr> <td colspan="2" style="vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑮</span></td> <td> <p>The parties involved (complainant as well as the person against whom the complaint is directed) will be informed of the result of the processing of the complaint.</p> </td> </tr> <tr> <td colspan="2" style="height: 10px; vertical-align: middle;"><hr /></td> </tr> <tr> <td style="vertical-align: middle;"><span style="color: #00666a; font-size: 24pt;">⑯</span></td> <td> <p>If the complaint concerns a system participant, the responsible certification body will be informed of the result of the processing of the complaint in order to be able to investigate complaint-relevant facts (e.g. implemented measures) in a regular or commissioned special audit at the request of SURE.</p> </td> </tr> </tbody> </table> </div> </div> </div> </section> </div> <footer> <style> input.error, select.error, input.error:focus {border:2px solid #FE0000!important} input[type="checkbox"].error {box-shadow: 0px 0px 2px 0px rgba(255,0,0,1)!important;} 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