A joint project from the ILO and German development agency GIZ improved access to grievance mechanisms for workers in supply chains of EU companies in Serbia

© ILO

© ILO

BUDAPEST (ILO News) -- A joint project by the International Labour Organization (ILO) and the German Corporation for International Cooperation (GIZ) has significantly improved access to effective enterprise-level grievance mechanisms for workers in Serbian enterprises linked to the European Union (EU) market, and German supply chains, in particular.

Launched in late 2022 in response to the adoption of the German Supply Chain Due Diligence Law, the project combined awareness-raising activities targeting businesses and trade unions to ensure they are aware of the benefits of grievance mechanisms and have the capacity to establish them in an informed and inclusive manner. The ILO considers that enterprise-level grievance mechanisms can act as a first step in the complaint procedures included in the German Supply Chain Act, and other due diligence legislation and initiatives.

The project developed a Manual on Grievance Mechanisms and trained close to 230 compliance officers from 150 private companies on implementing internal grievance procedures. Trade union involvement has been key, helping align workers' and employers’ approaches through workshops and legal training. On-site follow-up visits to 31 companies provided customized support. As a result, tailored grievance procedures were established or improved in 19 companies, reflecting diverse organizational needs.

Zorana Stamenić, HR Manager at LPO (Precision Casting Foundry) from the Serbian town Ada, emphasized the added structure and employee trust the mechanism brought: „This mechanism enhanced our existing procedures by introducing a formal process with set deadlines and the option for anonymity. It’s crucial for us to address all concerns internally and as promptly as possible, while ensuring that every employee feels comfortable reaching out to us.“

Trade union involvement in designing the mechanism was a valuable part of the process for workers. Šandor Neagić, trade union representative at Mehler Protective System, a manufacturer of protective gear for the military, police, security and special forces in the town of Zrenjanin said: “It meant a lot to us that we were included in creating this procedure. We had a chance to suggest how grievances should be submitted and the company showed us that it truly wants to hear our voice and solve our problems.”

The project also provided support for the promotion of other means through which workers’ grievances and complaints can be resolved, including the introduction of ILO-supported “My Labour Rights – Nezavisnost,” a mobile application by the United Branch Trade Unions "Independence" (UGS Nezavisnost) through which workers can raise concerns regarding their rights. The trade union reported that over 50 grievances have been submitted via the app since it went into operation in December 2023, mostly related to wages, benefits, and workplace conditions.

In addition, the Confederation of Autonomous Trade Unions of Serbia (CATUS) filed complaints in June 2024 with a German business and the German Federal Office for Economic Affairs and Export Control (BAFA)responsible for implementation of the German Supply Chain Act, concerning violations of workers' rights in one of the companies operating in Serbia that is part of the German business’ supply chain.

The ILO considers that enterprise-level grievance mechanisms can act as a first step in the complaint procedures included in the German Supply Chain Act, and other due diligence legislation and initiatives.