Executive Summary

This Grievance Policy establishes a transparent, accessible, and rights-compatible mechanism for stakeholders to raise concerns about our operations, products, or conduct. We are committed to addressing grievances promptly, fairly, and in accordance with international human rights standards.

1.

Purpose and Scope

This policy provides a formal channel for stakeholders to raise concerns related to our business activities, including human rights impacts, environmental issues, labour practices, product safety, and ethical conduct.

It applies to all employees, contractors, suppliers, customers, community members, and other affected parties globally.

2.

Guiding Principles

Our grievance mechanism is designed in accordance with the UN Guiding Principles on Business and Human Rights effectiveness criteria:

Legitimacy Enabling trust from stakeholder groups and being accountable for fair conduct
Accessibility Known to all stakeholder groups and providing adequate assistance for those facing barriers
Predictability Clear, known procedure with indicative timeframes and clarity on outcomes
Equitability Ensuring aggrieved parties have reasonable access to sources of information and expertise
Transparency Keeping parties informed and providing sufficient information about performance
Rights-compatibility Ensuring outcomes and remedies accord with internationally recognized human rights
Non-retaliation Protecting individuals from reprisals for raising concerns in good faith
Confidentiality Protecting the identity and privacy of those who submit grievances
3.

Who Can Raise a Grievance

Any individual or group who believes they have been negatively affected by our operations may submit a grievance, including:

  • Employees and contractors
  • Supply chain workers
  • Customers and consumers
  • Local communities
  • Civil society organizations
  • Business partners
4.

Grievance Process

All grievances follow a structured, time-bound process to ensure fair and consistent handling:

Submission

Grievance is submitted through any available channel

Acknowledgement

Within 7 days
Receipt is confirmed and a unique reference number is provided

Assessment & triage

Grievance is reviewed to determine severity, appropriate resolution pathway, and responsible parties

Investigation

Relevant facts are gathered, stakeholders consulted, and root causes identified

Resolution

Target: 3 months
Appropriate remedy is determined and implemented in dialogue with affected parties

Closure & follow-up

Outcome is communicated, effectiveness is monitored, and preventive measures are implemented

Annual review

Aggregated data is analyzed to identify systemic issues and improve processes
5.

Resolution Pathways

Depending on the nature and severity of the grievance, resolution may occur through one of three pathways:

Tier 1

Internal resolution

Handled directly by relevant department or manager with oversight from compliance team
Tier 2

Mediated resolution

Facilitated dialogue between parties with support from trained internal mediators
Tier 3

Independent mediation or arbitration

Referred to external experts or judicial mechanisms when internal resolution is not appropriate
6.

Confidentiality and Protection

We are committed to protecting the identity and safety of those who raise grievances:

  • All submissions are treated confidentially
  • Anonymous reporting is available through our secure online form
  • No retaliation will be tolerated against anyone who raises a concern in good faith
  • Personal data is handled in accordance with applicable privacy laws
7.

How to Submit a Grievance

We offer multiple channels to ensure accessibility for all stakeholders:

Online form

Secure, confidential submission with optional anonymity

Submit

Email (Global)

raiseyourconcern@metagenics.com

Contact

Email (South Africa Privacy)

contact@metagenics.co.za

Contact
8.

Continuous Improvement

We regularly review and improve our grievance mechanism based on:

  • Feedback from users of the mechanism
  • Analysis of grievance trends and patterns
  • Stakeholder consultation
  • Evolving international standards and best practices

An annual report on grievance mechanism performance is published as part of our sustainability reporting.

Have a concern to raise?

Use the secure form to submit a grievance — anonymously if you prefer.

Raise a concern