A service complaint and a whistleblowing report do not serve the same purpose, so we handle them through separate procedures. A service complaint might concern a delay, a communication problem, incomplete documentation or inappropriate on-site conduct. A whistleblowing report may relate to an unlawful or suspected unlawful act, omission or other serious irregularity that warrants confidential investigation.

We operate the internal whistleblowing system within the framework of the applicable Hungarian legislation on complaints, public interest disclosures and whistleblowing. The deadlines and procedural steps below follow that statutory framework.

Service complaints

A complaint may be made by the client, an employee of the client, a visitor, a partner or any other person directly affected by a Viking Security service. Complaints may concern, in particular, inadequate communication, a late shift change, inaccurate or incomplete documentation, discourteous conduct, improper application of site rules, a missed response, incomplete performance of a duty, or an invoicing or communication problem.

How to submit a complaint

E-mail: vikingteamkft@gmail.com
Postal address: Viking Security Team Kft., 3531 Miskolc, Győri kapu 24/B, Hungary
Phone: +36 20 480 6966

It is helpful to state the site concerned, the time of the incident, a brief description of the problem, the person involved (if known), any documents or evidence available, your contact details and the resolution you expect. We only request the data needed to investigate.

Investigating a complaint

We acknowledge receipt of the complaint, provided the complainant has given contact details. During the investigation we review the service documentation, interview the staff concerned, consult the client, check the technical data available, examine the guard instructions and the contractual task, and determine corrective measures as required. We inform the complainant of the outcome, taking into account the necessary data protection, employment law and confidentiality limits.

Whistleblowing

The internal whistleblowing system may be used to report information about unlawful or suspected unlawful acts, omissions or other misconduct. Reports may concern, in particular:

corruption or bribery;
acceptance of an improper advantage;
suspected theft, misappropriation or fraud;
false service documentation;
unlawful employment;
data protection or information security misuse;
harassment or serious discrimination;
concealment of a conflict of interest;
deliberate deception of an authority or of the client;
work carried out without a licence or authorisation;
serious breach of occupational safety rules;
retaliation against a person reporting in good faith.

Who may make a report?

Under the applicable rules, a report may be made by, among others, a current or former employee or other worker, a person taking part in a recruitment process, a sole trader, a contractual partner, a subcontractor or supplier, an owner or company officer, a trainee or volunteer, and a person who has begun to establish — or whose relationship has already ended — one of the listed contractual relationships.

How to make a report

A confidential whistleblowing report may be made through the following channels:

E-mail: vikingteamkft@gmail.com — please mark the subject line: Confidential whistleblowing report
By post: Viking Security Team Kft., 3531 Miskolc, Győri kapu 24/B, Hungary — marked on the envelope: “Confidential whistleblowing report – for the designated handler only”
In person: by prior appointment with the handler of the reporting system.

Only the impartial person designated to handle reports has access to the reporting channel. If the report concerns that person or the company’s management, it may also be made through the external channel provided by law.

What the report should contain

To allow a faster and better-founded investigation, it helps to state what happened, when and where, who may be involved, whether there are witnesses, what documents or other evidence are available, and whether there is any further danger or need for urgent action. The reporting person is not required to conduct their own investigation or to obtain evidence unlawfully.

Reports without identification

A reporting person may choose not to disclose their identity. Investigation of a report made by an unidentifiable person may be dispensed with under the applicable conditions, particularly where the information provided is insufficient for an investigation. However, where a report contains serious, specific circumstances that can be verified by other means, it can be examined on the basis of the data available. Not providing identification may make clarification and notification of the outcome more difficult.

Acknowledgement and investigation

We send an acknowledgement to the reporting person within seven days of receiving a written report, provided suitable contact details have been given. We investigate the report within the shortest time the circumstances allow, as a general rule within thirty days at most. In particularly justified cases the investigation may be extended; even then the total duration of the investigation and of informing the reporting person may not exceed three months. We inform the reporting person of any extension, the reason for it, and the expected completion of the investigation.

When an investigation may be dispensed with

An investigation may be dispensed with in the cases specified by law — for example where the report was made by an unidentifiable person and cannot be substantively investigated; where the report was not made by a person entitled to do so; where the same person repeats the same matter without new information; or where the restriction of rights arising from the investigation would be disproportionate to the significance of the matter. We inform the reporting person — where they can be reached — of any decision to dispense with an investigation and of the reasons.

Confidentiality and protection of the reporting person

We handle the identity of the reporting person and the content of the report only to the extent necessary for the investigation. The person concerned by a report must be informed of their rights, but this may not result in the unauthorised disclosure of the reporting person’s identity. Only authorised persons taking part in the investigation may access the case file. Personal data not required for the investigation is not processed, or is deleted as necessary.

A person who makes a lawful, good-faith report may not be subjected to any detrimental measure. It is prohibited in particular to threaten dismissal, to move the person to a less favourable position, to intimidate or harass them, to exclude them from promotion or training, to terminate their contractual relationship in retaliation, or to deliberately damage their reputation. This protection does not extend to anyone who knowingly provides false information, or who uses the reporting system to harass another person.

Rights of the person concerned

During the investigation, the person concerned by a report is entitled to fair and impartial proceedings, to the opportunity to learn the allegations made against them (having regard to the interests of the investigation), to state their position, to submit evidence, to the protection of their personal data, and to unprejudiced treatment comparable to the presumption of innocence. The fact of a report does not in itself prove a breach.

Outcome of the investigation

On the basis of the investigation, the report may be found unfounded, or it may lead to a change of process or documentation, repeat training, an employment or contractual measure, a preventive or remedial measure, the handling of a data protection incident, notification of the client, or a report or criminal complaint to the authorities. We inform the reporting person of the outcome and of the measures taken or planned, within the legal, data protection and confidentiality limits.

External reporting

Use of the internal channel does not preclude the external or official reporting options provided by law. A public interest disclosure or whistleblowing report may also be submitted through the protected electronic system operated by the Office of the Commissioner for Fundamental Rights in Hungary.