In the complaint process, the National Contact Point makes an initial assessment of whether the issue raised merits further examination. The Guidelines define the criteria that the complaint must meet in order to qualify for further examination. These include, among other things, identification of the parties and their interests in the case, whether the case is real and well-founded and whether there appears to be a link between the enterprise’s activities and the case raised. If the criteria are not met, the National Contact Point decides not to examine the complaint further and publishes the decision with its grounds. If the criteria are met, the National Contact Point accepts the complaint for further examination. Thus, accepting the case for further examination does not yet mean that the enterprise had breached the Guidelines; it only means that the criteria for further examination are met.
The National Contact Point initially offers mediation to the parties. If the parties reach an agreement during mediation, the National Contact Point concludes the process and publishes the result on the website of the Ministry of Economic Affairs and Employment. If one party or both parties refuse mediation, the National Contact Point can examine the content of the complaint in more detail. For further examination, the National Contact Point can request additional clarification from the parties and, as appropriate, from other experts. To conclude the procedure, the National Contact Point publishes the final statement on the Ministry’s website. The statement may include recommendations. The National Contact Point may also take a stand on whether the enterprise subject to the complaint has complied with the Guidelines. In Finland, the National Contact Point does this.
In processing the complaint, the National Contact Point takes into account the need to preserve the confidentiality of sensitive business and other information.
To conclude the complaint procedure, the National Contact Point gives the OECD a report on the complaint and its outcome.