2. Complaints Management

Complaints Management

Dermophisiologique S.r.l. Benefit Corporation recognizes the importance of ensuring that all stakeholders have access to an accessible, transparent, and secure channel through which they can report issues, observations, complaints, or potential impacts related to the company's activities.

As part of its commitment as a Benefit Corporation and Certified B Corp company, Dermophisiologique promotes the responsible management of reports and dialogue with both internal and external stakeholders, in accordance with the principles of ethics, transparency, and continuous improvement.

Who Can Submit a Report

The Complaint Management system is open to:

  • customers and consumers
  • employees and collaborators
  • suppliers
  • Beauty Centers Partners
  • local communities
  • partners and involved organizations
  • environmental stakeholders
  • investors and governance bodies
  • other interested parties


What Can Be Reported

Reports may concern:

  • product or service quality
  • ethical or governance issues
  • environmental sustainability
  • human rights and labor relations
  • communication and commercial practices
  • non-compliant behavior
  • other impacts or issues connected to company activities


How to Submit a Report

Reports may be submitted through:
E-mail: info@dermophisiologique.it
Contact form: https://www.dermophisiologique.it/ita/contatti.asp

How Reports Are Managed

Reports received are:

  1. registered and taken into charge
  2. evaluated by the relevant responsible parties
  3. analyzed impartially and confidentially
  4. managed through any necessary corrective actions or further investigations
  5. monitored until the case is closed

Whenever possible and appropriate, Dermophisiologique undertakes to:

  • confirm receipt of the report
  • provide updates on the status of the case
  • communicate the closure of the case
  • explain any rejection or inability to process the report


Protection Against Retaliation

Dermophisiologique prohibits any form of retaliation, discrimination, or unfavorable treatment against individuals who submit reports in good faith.
Reports are handled in compliance with the principles of confidentiality, impartiality, and protection of the individuals involved.

Governance and Continuous Improvement

Reports and their outcomes contribute to the following activities:

  • continuous improvement
  • ESG monitoring
  • stakeholder governance
  • management review
  • risk and opportunity management



"This system is part of Dermophisiologique's ESG governance and stakeholder engagement framework."