Confidential Reporting

Grievances or Complaints

Cariloop is committed to ensuring that all individuals who engage with the company have a fair and respectful avenue for raising concerns regarding interactions and company-related matters.

Definition of Grievances and Complaints

A grievance or complaint is any concern or dissatisfaction related to Cariloop’s operations, services, policies, or workplace environment, including but not limited to unfair treatment, violation of company policies, violations of Cariloop’s Code of Ethics, unsafe conditions, or conflicts involving Cariloop representatives.

Grounds for Accepting a Grievance

A grievance will be accepted for review if it meets one or more of the following criteria:

• The grievance involves a potential violation of company policies, the Code of Ethics, or legal and regulatory requirements.
• There is a claim of unfair treatment, discrimination, harassment, or unsafe conditions.
• The grievance is raised in good faith with supporting details.
• The grievance involves a direct impact on the reporting individual or broader organizational integrity.

Grievance Process Steps and Targeted Deadlines

Cariloop is committed to managing grievances efficiently and transparently through the following process:

• Submission of Grievance – The grievance may be submitted via the Confidential Reporting Form or directly to the Legal Team by email (legal@cariloop.com). Reports can be made anonymously.
• Acknowledgment (Within 5 Business Days) – Cariloop will acknowledge receipt of the grievance and provide an initial response regarding the next steps.
• Preliminary Assessment (Within 10 Business Days) – The Legal Team will conduct an initial review to determine whether an investigation is required.
• Investigation (Completed Within 30 Business Days, if necessary) – If an investigation is warranted, a fair and impartial inquiry will be conducted, which may include interviews, document reviews, and consultation with relevant stakeholders. 
• Findings and Resolution (Within 15 Business Days of Investigation Completion) – A determination will be made, and necessary corrective actions, disciplinary measures, or remedial steps will be identified.
• Communication of Outcome (Within 5 Business Days of Resolution) – The reporting individual will be informed of the outcome, where legally and practically possible.

Facilitation of Resolution

Cariloop is committed to ensuring grievances are resolved effectively through:

• Transparent Communication – The involved parties will be given an opportunity to present their perspectives.
• Corrective Action – If a grievance is substantiated, Cariloop will implement necessary actions, including policy changes, training, mediation, disciplinary actions, or other remedies.
• Mediation and Support – When appropriate, Cariloop may facilitate discussions between the affected parties to seek a mutually acceptable resolution.
• Ongoing Monitoring – Cariloop will track grievance trends to identify systemic issues and ensure continuous improvement.

Non-Retaliation

Cariloop strictly prohibits retaliation against any individual who reports a concern or participates in an investigation. Any form of retaliation will be addressed promptly and may result in appropriate corrective actions.

Confidentiality

Cariloop is committed to protecting the confidentiality of the reporting individual to the fullest extent possible, except where disclosure is required by law or necessary to conduct a thorough investigation. Confidentiality will be maintained according to Cariloop Confidentiality Policies. Responsibility for ensuring confidentiality rests with the Legal Team.

Applicability

The Confidential Reporting process applies to all stakeholders involved in Cariloop’s operations, including:

• Employees (full-time, part-time, and temporary), interns, trainees, contractors, and consultants.
• Leadership and management, including Core Team, senior management, and managers.
• Board members.
• Applicants for employment with Cariloop.
• External stakeholders such as vendors, clients, partners, and any others who interact with Cariloop employees or operations.

This broad applicability reflects Cariloop’s commitment to maintaining the highest standards of respect, inclusivity, and accountability across all interactions and operations.

Code of Ethics

At Cariloop, our Mission, Vision, and Values are the foundation of everything we do. We are committed to creating a supportive and enriching experience for our members, team, and customers. While our licensed Coaches adhere to the ethical standards of their respective disciplines, we also hold every Cariloop team member to the following principles:

1. Create Meaningful Interactions:
Strive to ensure that every interaction with Cariloop is impactful, providing dedicated and compassionate service.

2. Empathize and Understand:
Prioritize empathy by seeking to understand the needs and concerns of others before being understood.

3. Pursue Excellence:
Work diligently to deliver innovative and robust tools and services, ensuring our members receive the highest quality support.

4. Maintain Integrity:
Lead with honesty and transparency in all our actions and decisions, fostering trust and accountability among our team and with our members. We are dedicated to upholding these values in every aspect of our work, ensuring our commitment to excellence, empathy, and integrity is reflected in everything we do.