This policy applies to all stakeholders of AREMIS, including but not limited to:
• Employees and contractors
• Customers and clients
• Suppliers and business partners
• Community members and other external stakeholders
It is designed to ensure that grievances are addressed in a systematic, transparent, and fair manner.
The Company provides a dedicated form for submitting grievances:
This channel ensures that all stakeholders, both internal and external, have accessible means to submit grievances regarding the Company's operations.
Grounds for Accepting a Grievance
A grievance may be submitted when a stakeholder reasonably believes that an action, decision, or behaviour of the Company or its representatives has caused or may cause harm, is unethical, unlawful, or otherwise contrary to the Company's values and commitments.
Grievance Process Steps and Timelines
• Acknowledgement of the grievance within 10 working days.
• Initial assessment and determination of admissibility within 15 working days.
• Investigation or fact-finding process conducted within 6 to 8 weeks, depending on complexity.
• Communication of findings and proposed resolution to the stakeholder.
Resolution Mechanism
AREMIS will facilitate resolution through open communication, corrective actions when necessary, and mediation if required. Resolutions may include corrective measures, policy updates, or other actions deemed appropriate.
Response to Stakeholder Grievances
For each grievance submitted, AREMIS commits to:
• Regularly communicating each step of the process to the stakeholder, including updates on progress, decisions taken, and targeted timelines.
• Providing a final confirmation once the grievance has been resolved, detailing the actions taken.
Non-Accepted Grievances
If the issue raised is not accepted as a grievance under this policy, AREMIS will provide a written rationale to the stakeholder explaining the reasons for non-acceptance (e.g. insufficient grounds, issue outside the Company’s scope).
1. AREMIS records and acknowledges the grievance.
2. A preliminary review determines admissibility.
3. If admissible, a full investigation is conducted, with involvement of relevant managers or external experts where appropriate.
4. A report is prepared, summarising findings and recommendations.
5. Corrective actions or resolutions are implemented.
6. The stakeholder is informed in writing of the outcome, with supporting explanations.
All grievances will be treated with the utmost confidentiality. Stakeholders submitting grievances will not be subject to retaliation, discrimination, or disadvantage as a result of raising their concerns.
This Grievance Policy is made publicly available on the Company's website.
Stakeholders are encouraged to use this mechanism responsibly and in good faith.
This Grievance Policy does not replace or supersede AREMIS’ Whistleblowing and Confidentiality Policy.
Any report that concerns, or may reasonably concern, fraud, a breach of law or regulation, or serious misconduct shall be handled on a priority basis under the Whistleblowing Policy, which shall prevail in the event of overlap or uncertainty as to the applicable procedure.