Making a complaint

uuendatud 05/2026

Thuka Nordwood AS provides employees, suppliers, community members and all stakeholders affected by our operations or business relationships with an accessible, reliable and effective grievance mechanism, in line with the UN Guiding Principles on Business and Human Rights.

Use of this mechanism does not limit or exclude anyone’s right to turn to state, judicial or other external remedy mechanisms.

Who can file a grievance?

• Employees, contract workers, agency workers
• Suppliers and subcontractors
• Community members and service providers
• Customers and other stakeholders

Grievances may concern:

• occupational health and safety issues;
• harassment, discrimination or bullying;
• violations of pay, working hours or labour standards;
• violations of freedom of association and trade union rights;
• environmental or community impacts;
• human rights violations (e.g. forced labour, child labour);
• unethical or fraudulent conduct;
• conduct contrary to company policy or international standards.

Help with filing a grievance:
Employees have the right to turn to a trade union or employee representative if they need help filing a grievance or during the process.

Our principles

• Legitimacy and impartiality – grievances are handled by neutral and accountable staff.
• Accessibility – the mechanism is free of charge, multilingual and available to all stakeholders.
• Clarity and predictability – a clear procedure, timeframes and points of contact.
• Equal and fair treatment – the complainant can present their position and receive the support they need during the process, including help from a representative or advisor where necessary.
• Transparency – clear information about the process, its progress and outcomes.
• Rights compatibility – decisions follow international human rights and labour law standards.
• Confidentiality – personal data and the content of grievances are treated confidentially.
• Protection against retaliation – complainants, witnesses and anyone assisting in the process are protected from any retaliation or negative consequences.
• Continuous improvement – lessons learned from cases are used to improve policies and procedures.

How to file a grievance

• Online via QR code:
• Email: vihje@thuka.ee
• Phone: +372 5336 3365 (HR manager)
• In person: HR manager or direct supervisor
• Anonymous submission is possible through all channels

Employees may use the help of a trade union or representative.

What to include in your report

• Description of the issue or incident
• Date, time and location (if known)
• People involved in or affected by the incident
• Evidence (optional)
• Whether the issue is ongoing or urgent
• Preferred contact method (if not submitting anonymously)

Evidence is not required. A grievance submitted in good faith will never lead to disciplinary action, even if the case is not substantiated.

Handling and steps

1. Receipt and acknowledgement: within 3 working days.
2. Initial assessment: determining the severity of the case and next steps.
3. Investigation: 30–90 days depending on complexity; a neutral internal or external investigator is involved where necessary.
4. Outcome and remedies: corrective measures, compensation, training or systemic changes.
5. Review / appeal: possible to turn to management or an independent reviewer.
6. Closure and monitoring: ensuring remedies are implemented and trends are tracked.

Serious cases (e.g. child labour, forced labour, violence or serious safety risks) are acted on immediately and handled as a priority.

Confidentiality and protection against retaliation
Grievances are handled confidentially. Complainants, witnesses and anyone assisting in the process are protected from any retaliation and other negative consequences.

External mechanisms
Stakeholders may at any time turn to government authorities, courts, certification bodies or other external grievance mechanisms.

More information / download the full version
The full grievance procedure is available as a PDF [download here].