Grievance and Complaints Policy

Purpose: This policy outlines the processes and mechanisms in place for stakeholders to raise grievances or complaints and details how these grievances will be managed, resolved, and addressed. We are committed to ensuring an open, transparent, and fair process, safeguarding the rights of stakeholders while fostering accountability and continuous improvement.

Scope: This policy applies to all stakeholders, including but not limited to employees, contractors, customers, suppliers, and any external parties with whom we interact. The mechanisms described in this policy are designed to address grievances in an equitable and confidential manner.

Grievance Submission Mechanisms
We provide multiple channels for stakeholders to submit grievances or complaints:

General Email Address 
A dedicated email address for all queries and grievances, prominently displayed on our website. 
Business-to-Business Contract Clauses 
Our contracts include dispute resolution provisions to address grievances arising from business relationships. 
Open-Door or Speak-Up Policies 
We encourage employees and contractors to voice concerns directly with management or through formalised channels without fear of retaliation.
Suggestion and Feedback Boxes 
Anonymous feedback boxes or other worker voice tools are available to ensure inclusivity and anonymity for internal stakeholders. 
Customer Services Department 
Customers can raise grievances via our dedicated customer experience team through email, phone, or our website’s contact form. 
Supplier Code of Conduct 
Suppliers are required to maintain grievance mechanisms aligned with our Code of Conduct, ensuring compliance with fair labour practices and ethical standards. 
Audit Processes 
Regular audits, including worker interviews, are conducted to identify and address potential grievances proactively.

Grievance Process

a) Grounds for Accepting a Grievance 

  • A grievance will be accepted if it pertains to unethical practices, breaches of policy or contract, safety concerns, discrimination, harassment, or other legitimate concerns related to our operations.

     

    b) Steps and Timelines 
  • Acknowledgement: Grievances will be acknowledged within five (5) business days of receipt. 
  • Review and Assessment: Grievances will be reviewed to determine validity and scope. This step will be completed within ten (10) business days. 
  • Investigation: If necessary, an investigation will be initiated, with targeted completion within thirty (30) business days.
    Resolution: A resolution will be facilitated, and the outcome communicated to the stakeholder within forty-five (45) business days. 


Facilitation of Resolution 

  • Depending on the nature of the grievance, resolutions may include corrective actions, mediation, or other forms of dispute resolution. Outcomes will be clearly documented and communicated. 

 
Communication with Stakeholders
 For accepted grievances, we commit to:

  • Regularly updating the stakeholder on each step of the process and its outcome. 
  • Confirming when a resolution has been achieved and detailing the actions taken. 
  • If a grievance is not accepted, providing a clear rationale and explanation. 

 
Protection Against Retaliation
We are committed to protecting stakeholders who raise grievances from any form of retaliation. To ensure this:

  • All grievances are handled confidentially, with information disclosed only on a need-to-know basis. 
  • Anonymity is respected for those who choose to submit grievances through anonymous channels. 
  • Retaliation against individuals who raise grievances in good faith is strictly prohibited, and any instances of retaliation will be treated as a serious breach of policy. 

 
Review and Continuous Improvement: This policy will be reviewed annually to ensure it remains effective and aligned with our commitment to transparency, fairness, and accountability.

Contact Information: Stakeholders can submit grievances or request further information through the following channels: