- Procedure for handling and management of complaints
The procedure for processing and handling complaints shall be in accordance with the provisions of Articles 8 and 9 of the Whistleblower Protection Act.
Once the complaint has been submitted, it shall be received by the Head of the Internal Information System and Complaints Channel, who shall be responsible for carrying out a preliminary analysis of the facts reported and deciding whether to admit the complaint for processing. In this preliminary analysis, the Officer shall assess the indications of the reported infringement and, consequently, decide whether or not to initiate an investigation. Consequently, this first phase of the procedure will end, following a report justifying the decision taken, with two possible resolutions:
- Refusal to admit the complaint for processing, communicating the decision to both the complainant and the respondent.
- Admission of the complaint for processing and commencement of the investigation phase. The person in charge will open the investigation proceedings that he/she deems necessary to confirm the veracity of the facts reported. Once the investigation phase has concluded, the Head will formulate a written proposal for resolution, indicating, where appropriate, the measures and/or sanctions to be applied in each case, which will be sent to the Company’s Human Resources Department, which will be responsible for the execution of the sanction.
Prior to the commencement of the investigation phase, the Head must inform the complainant of (i) the receipt of the complaint within seven calendar days of its actual receipt, unless this could jeopardise the confidentiality of the communication, (ii) the absolutely confidential processing of the complaint, (iii) if applicable, the transfer of the complaint to the Company’s Human Resources Department for the study of the facts and the imposition of sanctions. Likewise, the reported party must be informed of (i) the receipt of the report, (ii) the facts of which he/she is accused, (iii) the departments and third parties that may be recipients of the report, (iv) how to exercise his/her rights of access, rectification, cancellation and opposition, in accordance with data protection regulations.
Subsequently, the maximum period for responding to the investigation proceedings will be determined, which may not exceed three months from receipt of the communication or, if no acknowledgement of receipt was sent to the informant, three months from the expiry of the seven-day period following the communication, except in cases of particular complexity that require an extension of the period, in which case, this may be extended for a maximum of a further three months. Similarly, provision is made for the possibility of maintaining communication with the informant and, if deemed necessary, requesting additional information from the informant or whistleblower.
Similarly, provision is made for the possibility of establishing the right of the person concerned to be informed of the actions or omissions attributed to him or her, and to be heard at any time. The information shall be forwarded to the Public Prosecutor’s Office immediately when the facts could be indicative of a criminal offence. Where the facts affect the financial interests of the European Union, it shall be referred to the European Public Prosecutor’s Office.
Once the investigation has been completed, the person in charge shall formulate a duly justified proposal for a resolution on the dismissal of the complaint, if applicable, or on the possible disciplinary measures to be adopted. Said resolution shall be forwarded to the Board of Directors of the Company as well as to the Administration Department in charge of executing the sanction.