Kooky Grievance Procedure

1. Purpose and Objectives

We are committed to responsible business practices. Our Grievance Procedure enables employees, suppliers, contractors, customers, community members, and other stakeholders to:

• Safely raise concerns about any company practice, communication, or decision that may cause, contribute to, or be linked with negative social, environmental, or ethical impacts.
  

• Seek timely resolution, remediation, or explanation without fear of retaliation.
  

• Contribute to continual improvement of company performance and governance.

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2. Scope and Process for Submitting a Grievance

Our Grievance Procedure is available to:

• Internal stakeholders: Employees, contractors, and temporary staff.
  

• External stakeholders: Suppliers, customers, partners, community members, NGOs, investors, regulators, and other affected parties.
  
  

Grievances should be raised through our ‘Contact us’ page on our website or at info@iamkooky.com

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3. Acceptable Grounds for a Grievance

We welcome grievances relating to:

• Unethical, unsafe, or unlawful company practices.

• Environmental or social impacts (e.g., pollution, land use, community relations).
  

• Discrimination, harassment, or human rights abuses.
  

• Misleading or harmful communications or marketing.
  

• Breaches of contract, policy, or stakeholder commitments.
  

• Health, safety, or labor concerns in operations or supply chains.
  
  

Grievances that are clearly malicious, unrelated to company activities, or legally outside company control may not be accepted; in such cases, an explanation and referral to an alternative channel are provided.

Complaints related to product quality or service issues will not be investigated as a grievance. Such complaints should be emailed to the company directly.

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4. Governance and Oversight

• The Grievance Officer (Aline Burgmann ) is responsible for receiving and coordinating grievance handling.
  

• Investigations are conducted by impartial personnel or third-party investigators where independence is required.
  

• Findings and learnings are integrated into risk management and policy review processes.
  
  

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5. Process and Timelines

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6. Protection of Complainants

We believe it is important to protect complainants from any retaliation or detriment, regardless of whether or not their grievance is upheld.

• Non-retaliation policy: Retaliation against any stakeholder who raises a grievance in good faith is strictly prohibited and treated as a disciplinary offence.
  

• Confidentiality: Identities and case details are handled securely and shared only on a need-to-know basis.
  

• Anonymous reporting: Available for stakeholders who prefer not to disclose their identity, subject to jurisdictional limitations.
  

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7. Resolution and Remediation

We will facilitate fair and effective resolution through:

• Dialogue and mediation between affected parties.
  

• Corrective actions (e.g. policy or procedural changes, staff retraining, disciplinary measures).
  

• Remediation such as apology, compensation, or restoration where harm has occurred.
  

• Systemic prevention by integrating lessons learned into sustainability and governance frameworks.
  
  

Progress and completion of corrective actions are tracked until full implementation.

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8. Communication and Outcomes

a) When a grievance Is accepted:

• The complainant is informed at each stage: acknowledgment, investigation start, progress updates, and resolution.
  

• Upon closure, a written confirmation is issued summarizing actions taken and measures implemented to prevent recurrence.
  
  

b) When a Grievance Is not accepted:

• The complainant receives a written explanation detailing why the issue could not be addressed through this mechanism (e.g., outside scope, insufficient information, unrelated to company operations).
  

• The company provides guidance on alternative recourse channels (e.g., customer care, regulatory complaint mechanisms, or public mediation forums).
  
  

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9. Monitoring & Continuous Improvement

Grievance data (types, status, resolution rates, and timeframes) are tracked and reviewed by the company

We regularly review this Grievance Procedure to ensure:

• It remains accessible, trusted, and effective for all stakeholder groups.
  

• It aligns with evolving international standards and stakeholder expectations.
  

• Feedback from users and lessons learned inform updates to policies, training, and communication materials.
  

 

Dated from 02/07/2026
Signed by Aline Burgmann on behalf of I am Kooky Ltd