Springfields has partnered with Nike in establishing a mobile grievance system in two of their supplier factories in Tangerang, West of Jakarta since 2013.
The presence of this SMS system enables the workers to express their grievances in confidential manners. Complaints by workers are delivered in the form of SMS through their own cellular telephones to a designated telephone number and systematically managed by a computer. This system then filters the complaints of the workers in accordance with a pre-determined categories.
An awareness has emerged among workers that they have the right to express their voices and their grievances, and gradually improve the mutual trust between the workers and the managements which will consequently improve the productivity. Benefits that have been actualized enable workers to send grievances through an anonymous system. This has allowed the filtration to categorize grievances based on severity and regularity. It has also enabled the partner factory to make proactive and informed decision with accurate supporting data.