Making a complaint

uuendatud 10/2026

Grievance Mechanism

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

Using this mechanism does not limit your right to seek remedy through courts, government authorities, or other external processes.

Who can use it?

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

What can be reported?

• Health & safety concerns;
• Harassment, discrimination, or bullying;
• Wage, working hours, or labour-standard violations;
• Freedom of association issues;
• Environmental or community impacts;
• Human rights violations (e.g., forced labour, child labour);
• Fraud or unethical conduct;
• Any behaviour inconsistent with company policies or international standards.

Assistance in Submitting a Grievance:

• Employees have the right to seek support from a trade union or worker representative if they require assistance in submitting or pursuing a grievance.

Our Principles

• Legitimate & impartial: handled by neutral, accountable staff.
• Accessible: multiple channels, free, in multiple languages.
• Predictable: clear process, timelines and communication points.
• Equitable & fair: fair treatment and the ability for complainants to present information.
• Transparent: clear communication of the process, progress, and outcomes.
• Rights-compatible – outcomes respect international human rights and labour standards.
• Confidential: personal information protected.
• Non-retaliation: protection for complainants, witnesses, and supporters.
• Continuous improvement: lessons learned feed into policies and practices.

How to submit a grievance

You can use any of these channels:

• Online QR code:

Scan this QR code

• Email: vihje@thuka.ee
• Phone: +372 5336 3365 (HR Manager)
• In-person: HR Manager or supervisor
• Anonymous submission is available through all channels

Support: Workers may involve a trade union or worker representative.

What to include

• Description of the issue
• Date, time, and location (if known)
• People involved or affected
• Any evidence (optional)
• Whether the issue is ongoing or urgent
• Preferred contact method (unless anonymous)

No evidence is required to report a grievance. Reports made in good faith will never result in disciplinary action, even if unconfirmed.

What happens next

1. Acknowledgement: within 3 business days.
2. Initial assessment: urgency and next steps determined (3 business days).
3. Investigation: 30–90 days depending on complexity; may involve neutral investigators.
4. Outcome & remedy: corrective actions, restitution, training, or systemic changes.
5. Appeal: escalate to senior management or an independent reviewer.
6. Closure & monitoring: ensure remedies implemented and review trends.

Severe cases (child labour, forced labour, harassment, violence, safety risks) are prioritized.

Confidentiality & Non-Retaliation

All information is confidential. Retaliation is strictly prohibited for complainants, witnesses, and supporters.

External Rights

You may contact government authorities, courts, certification bodies, or other external grievance mechanisms at any time.

Learn more / Download full procedure

Detailed Grievance Mechanism procedure can be downloaded here [download here].