Grievance Mechanism Procedure
Humdakin provides an open and secure way for all stakeholders to raise concerns regarding our operations, supply chain, or business relationships. The mechanism is available to employees, workers in our value chain, customers, partners, communities, and other relevant stakeholders.
We accept grievances relating to:
- Human rights or labour rights
- Environmental impacts
- Unethical, harmful, or illegal conduct
- Violations of Humdakin’s policies or commitments
If a concern does not meet these criteria, we will explain why it is not handled as a grievance.
Complainants are not required to provide evidence, but any available information is helpful for the assessment.
Submitting a grievance will not affect the complainant’s employment, working conditions, or access to future collaboration with Humdakin.
How to Submit a Grievance
You can submit a grievance at any time by emailing grievance@humdakin.com.
Grievances may be submitted anonymously and in the complainant’s preferred language.
How We Handle Grievances
All grievances submitted via grievance@humdakin.com are received directly by Humdakin’s Customer Success function, which is responsible for managing the process.
1. Acknowledgement (within 7 days)
We acknowledge receipt of the grievance.
2. Assessment (normally within 30 days)
We review the information and request additional details if necessary.
3. Outcome
We communicate our findings and any planned actions or explain why the grievance was not accepted.
4. Closure
We confirm the resolution or communicate the next steps.
For anonymous grievances, we investigate the matter but cannot share the outcome with the complainant, as we do not have the necessary contact information.
Protection Against Retaliation
Humdakin prohibits any form of retaliation against individuals who submit a grievance in good faith. We protect confidentiality, limit the sharing of information to those who need to know, and never disclose identities where doing so could expose a person to harm or disadvantage.
How We Seek Resolution
To resolve a grievance, we take proportionate actions based on the nature and severity of the issue. This may include:
- Gathering additional information from the parties involved
- Involving relevant internal teams
- Contacting suppliers or business partners to clarify facts or request corrective actions
- Implementing measures to stop harmful practices and prevent them from recurring
- Following up to ensure that agreed actions are implemented
Our goal is to address impacts promptly, ensure fair treatment of all parties, and reduce the risk of similar issues occurring in the future.
