With the focus on the client satisfied with our products and services, and maintaining the values of transparent and true informing, the organisation believes that only the open dialogue within the organisation may accomplish the defined objectives, resolve disputable issues and remove potential doubts. Therefore, pursuant to the guidelines on ISO 10002 and ISO 26000 standards, in addition to the existing system for management of the claims by the clients, the mechanisms for submission of the claims by employees has been established as well.

Important to note is that all the employees of the organisation were involved in development of the mechanism for submission of claims by employees, from the very idea to its final implementation, which is an indication that it will be used for the purposes for which it has been established. This way, the report on open socially responsible practices will be extended to the indicators demonstrating the success of the established mechanism.

We believe that development of the entire system supporting the availability and use of the mechanism for submission of claims by employees aims to:

• Increase the satisfaction of employees by establishing the environment that supports provision of feedback by employees, including the claims by employees, resolution of the received claims;
• Better mutual understanding and respect;
• Building of confidence and sense of belonging to organisation
• Provide simple procedure for submission of claims without any fear from repercussions;
and will be the organisational framework for decision making and for use, planning, designing, development, implementation, maintenance and improvement of the activities.