On this page, we present the guidelines for dispute and complaint resolution of our company, Strahov Monastery Forests Ltd. You can download these guidelines in the attached document.
The owner should primarily focus on preventing conflicts and disputes with local communities. This can be achieved by identifying and respecting their legitimate interests and fostering mutual cooperation.
In the event of a dispute, significant and prolonged interventions in the area of the dispute are suspended. Preference is given to amicable resolution and agreement when resolving disputes.
Complaints and suggestions are handled according to the following points of these guidelines.
When deciding whether a submission is a complaint or a suggestion, the content of the submission is always evaluated regardless of the label used by the other party.
A complaint or suggestion is a communication addressed to Strahov Monastery Forests Ltd. (a member or guarantor) that informs about a negative impact of management or a violation of FSC standards. Specifically, it refers to any deficiency or improper conduct related to FSC. The originator of a complaint is a specifically identifiable person who includes their name and permanent address, or other contact information (e.g., phone number, organization address, etc.) that allows for personal contact. The originator of a suggestion is a less identifiable person (anonymous) or the suggestion was obtained from a public source.
Anyone who has comments or objections to the activities of Strahov Monastery Forests Ltd. can submit a complaint or suggestion. Complaints and suggestions that are not sent by mail are accepted on any working day during regular working hours. Each member and guarantor is required to ensure the recording, processing, and archiving of received complaints and suggestions (for a period of 5 years) within their managed area.
The contact person for dispute or complaint resolution at the guarantor of the group, Strahov Monastery Forests Ltd., is Ing. Pavel Uhlíř or Ing. Jana Červenková.
The Strahov Monastery Forests Ltd. guarantor must be informed in a simple manner about each complaint received by a group member and its resolution.
Complaints are handled in a verifiable manner. The complainant may be offered an oral discussion of the complaint if deemed appropriate given the nature of the complaint. A record of oral discussions during the investigation of the submission will be made, signed by the participants in the proceedings. The complaint should be resolved within 30 days from the date of receipt. If it is not possible to meet this deadline (e.g., due to the complexity of the case), it is advisable to resolve the matter within 60 days. Suggestions are addressed on an ongoing basis and serve as a basis for the supervisory activities of the Strahov Monastery Forests Ltd. guarantor. A written record will be made of the investigation conducted.
A written report must be provided to the complainant about the resolution of the complaint, even if it is found to be unjustified. In the case of an oral resolution of the complaint with the complainant, a written record of this discussion will be made and signed by the complainant. In this case, a written report on the resolution of the complaint does not need to be sent to the complainant.
The submission is considered resolved once the necessary measures to eliminate identified deficiencies have been taken, or if it is found to be unjustified or unsubstantiated. If the same complaint is repeated without adding new substantive elements or significant new information to the complaint, it may be dismissed as a repeated complaint.
