{"id":2368,"date":"2025-01-10T18:02:41","date_gmt":"2025-01-10T17:02:41","guid":{"rendered":"https:\/\/www.kobit.cz\/complaint-handling-and-records\/"},"modified":"2025-01-10T18:02:41","modified_gmt":"2025-01-10T17:02:41","slug":"complaint-handling-and-records","status":"publish","type":"page","link":"https:\/\/www.kobit.cz\/en\/complaint-handling-and-records\/","title":{"rendered":"Complaint Handling and Records"},"content":{"rendered":"

Directive on the Handling of Complaints, Notifications and Suggestions<\/h3>\n

For the purposes of this Directive:
\n1. The submitter means an employee of KOBIT, another natural person, or any legal entity;
\n2. A complaint means a submission in which the submitter points out a condition or conduct that is contrary to the submitter\u2019s interests;
\n3. A notification means a submission in which the submitter points out a condition or conduct that does not harm their own interests but could harm the interests of another person;
\n4. A suggestion means a submission by which the submitter proposes an improvement to the current condition or conduct;
\n5. The registry office means the place designated for the receipt and registration of complaints, notifications and suggestions – the Secretariat of the Directors of KOBIT.<\/p>\n

A complaint, notification or suggestion (a \u201csubmission\u201d) may be:
\n1. Oral and submitted
\na) in person
\nb) by telephone
\n2. In writing and submitted
\na) in paper form
\no in person
\no by post
\nb) in electronic form
\no by e-mail to:podnety@kobit.cz<\/a><\/p>\n

All submissions, whether oral or written, including anonymous submissions, are received by the registry office.
\nIf an oral submission made in person cannot be resolved immediately upon receipt, the registry office employee shall draw up a written record of the submission, and it shall thereafter be processed as a written submission. Oral submissions resolved immediately upon receipt are not recorded.
\nIf a submitter makes an oral submission by telephone and it cannot be resolved immediately, the employee receiving the submission shall request that the submitter submit it either in person or in writing. Oral telephone submissions are not recorded.
\nWritten submissions shall be recorded in a separate register maintained using computer technology.
\nAn anonymous complaint shall also be recorded in the register. The Director of KOBIT shall decide whether the complaint contains sufficient specific information necessary for investigation. If it is decided that the complaint will not be investigated, this shall be recorded in the register as closed by being set aside.<\/p>\n

The register of submissions shall contain:
\n1. The date of submission,
\n2. The assigned reference number,
\n3. The name and surname of the submitter,
\n4. Additional identification details of the submitter (job position, classification, or address),
\n5. The condition or conduct to which the submission relates,
\n6. The subject of the submission,
\n7. The date the submission is forwarded for investigation and processing,
\n8. The date the submission is processed,
\n9. The result of the investigation, or measures taken,
\n10. Any notes (e.g. extension of the processing deadline).<\/p>\n

The secretary shall forward submissions entered in the register to the Director of KOBIT for processing. The Director may authorise other employees of KOBIT to investigate the circumstances or may request an opinion regarding the subject of the submission.
\nReceipt of a submission that was not delivered in person and cannot be processed within 10 days from the date it was delivered to the registry office must be confirmed to the submitter in writing within 10 days of delivery.
\nSubmissions should be processed within 10 days from the date of receipt. If, for objective reasons, this deadline cannot be met, they must be processed within 30 days. The thirty-day period may be extended only in exceptional cases. The submitter must be informed of the reasons for the extension.
\nIf additional documents arise in connection with the verification and processing of a submission, they shall be attached to the submission and form a file by combining the documents.
\nNo sanctions may be imposed on a complainant for having submitted a complaint.
\nAll personal data are designated as confidential.<\/p>\n

A submission shall be considered resolved if:
\n1. After investigation, measures necessary to remedy the identified deficiencies have been taken,
\n2. The submission cannot be granted (for legislative reasons, technical reasons, etc.),
\n3. The submission has been deemed unfounded,
\nand the submitter has been informed accordingly.
\nIf the submitter repeats a submission in the same matter, the company Director shall review whether the original submission was properly processed and inform the submitter of the outcome of the review. If the submitter makes a further submission in a matter already investigated without presenting new facts, the submission shall be set aside and shall neither be recorded nor investigated.<\/p>\n","protected":false},"excerpt":{"rendered":"

Directive on the Handling of Complaints, Notifications and Suggestions For the purposes of this Directive: 1. The submitter means an employee of KOBIT, another natural person, [\u2026]<\/span><\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2368","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.kobit.cz\/en\/wp-json\/wp\/v2\/pages\/2368","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.kobit.cz\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.kobit.cz\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.kobit.cz\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.kobit.cz\/en\/wp-json\/wp\/v2\/comments?post=2368"}],"version-history":[{"count":0,"href":"https:\/\/www.kobit.cz\/en\/wp-json\/wp\/v2\/pages\/2368\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.kobit.cz\/en\/wp-json\/wp\/v2\/media?parent=2368"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}