FAQs

Here you can check the frequently asked questions of the Plymag anonymous communication channel

I have lost my access code to check the status of the complaint. What can I do?

Unfortunately, and for security reasons, only the alerter knows your access code and password. If you lose any of them, you won't be able to keep track of the communication, that doesn't mean that the communication doesn't run its course, simply that you won't be able to see how it's progressing, or provide more information if the company requires it.

Is anonymity guaranteed in the complaint?

In the complaint process, you can decide whether to report your personal data or not. If you decide not to do so, you must establish your own follow-up through the complaints channel to see the progress and the resolution. The channel will provide you with a username and password to access the progress of the complaint. The channel is independent of the company and does not record information about the IP from which it connects.

What happens if, later, it is found that the content of a report is false?

The important thing is to act in good faith and that there is reason to believe that the facts reported are true. PLYMAG does not expect the whistleblower to investigate the facts. The Conduct and Ethics Committee should assume this role. If the investigation concludes that there has been no violation, and it is concluded that the notifier has acted in good faith, the notifier should not fear any type of retaliation
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What should this channel NOT be used for?

This channel is NOT a mailbox for complaints or complaints from customers or questions about products, for which they should be addressed through the “Contact” section of the Plymag.es website

When will I receive a response to my complaint or query? What is the resolution deadline?

The Conduct and Ethics Committee will communicate the acceptance of the complaint/consultation within a maximum period of 7 days. The deadline for resolving inquiries will be a maximum of 90 days, unless the complexity of the case justifiably requires a longer period of

time.

Where is the platform that manages the channel?

The complaints channel operates on an external platform, https://ithikios.com. This company receives complaints and automatically sends them to PLYMAG for evaluation. The ithikios servers are in CPD's in European territory. Your data is encrypted to avoid intrusion risks as much as possible

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Who manages complaints?

These are addressed to the member of the Conduct and Ethics Committee appointed to manage and guard them. The members of the Conduct and Ethics Committee initiate the corresponding investigations. If considered necessary, the research is outsourced. The people involved in the investigation are also subject to the duty of confidentiality and to the privacy policy

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