The operation of the Channel has 3 stages, with their respective steps, which are explained as follows:

1. Opening of the case
   1. Reception
   2. Review
2. Investigation
   1. Alignment
   2. Investigation
   3. Proposed resolution
3. Resolution
   1. Approval
   2. Implementation
   3. Closure of complaint

In case there is no agreement between the company and the informant on the proposed action plan to resolve the grievance, Canal Foros has a second level of intervention.

This second level of intervention, called Ethics Committee, is an independent body within Canal Foros, whose purpose is to provide its assessment in those complaints or grievance in which there is no agreement between the informant and the company. In other words, if any of the parts involved does not agree with the solution proposed to solve the grievance, it can go to the next level of decision, which would imply activating the participation of the Ethics Committee.

This committee acts in a confidential manner, that is, without knowing the details of the grievance or the accused company. It only operates by understanding the problem and suggesting a solution that is considered ethical, correct, fair and legal.

• Because it makes the worker/informant and the producer the center of attention.
• Because it provides training to all users involved in the process (informant, producer, internal trainers, key accounts).
• Because an analysis of the causes that generate complaints and grievance is carried out internally, to improve in the future in similar cases.
• Because it is available 24/7 and easy to use.
• Because it is accessible from all types of devices (computer, mobile phone, desktop phone).
• Because it is multilingual, trying to make it understandable for everyone.
• Because it has no cost for the worker.
• Because information is used in a transparent and confidential way.
• Because it is secure and anonymous. No persons are identified, unless the informant wishes to identify him/herself.
• Because it complies with the requirements of Law 2/2023, of February 20, 23, regulating the protection of persons who report regulatory violations and the fight against corruption.

For any field in which a grievance or complaint is to be registered: labor, environmental, social, criminal, etc.

The legal deadline for confirming receipt of the complaint or grievance to the employee is 7 days. In the case of Canal Foros, a confirmation message will appear at the end of the complaint or grievance, and an automatic message with a code will be received minutes later, via WhatsApp, SMS or email. From there, the company will try to provide a first individual response within 5 days. It should be noted that the maximum time to resolve each case is 90 days. In any case, efforts will be made not to exceed the maximum time limit, except in cases of extreme necessity.

Confidential is always. Measures are taken so that third parties cannot access the information.

It is also anonymous, in the sense that neither Canal Foros nor the company can access personal data directly (name, phone number, email, etc.), since all information is encrypted. In addition, no information such as name, address, etc. is requested from the informant. However, if the person making the grievance decides to provide information that can identify him/her, because he/she does not want it to be an anonymous case, he/she can also do so.

The management is carried out by the Canal Foros Coordinator together with the company. If required, the Ethics Committee and other instances could also be involved, as long as the case justifies it.

Yes, the company will have access to the information entered in the form (what happened, where, when, etc.), but will not be able to access personal data (name, telephone, email, etc.). In case the grievance entry was made via voice call, they will not be allowed to listen to the voice of the informant directly, but a transcript will be provided (keeping the audio as evidence, but protected).

For security reasons, only the informant knows his or her access code. If this code is lost, he/she will not be able to follow up on the communication. This does not mean that the case will not run its course, but only that he/she will not be able to see how it is progressing, or to provide more information if the company requires it.

It is not required, but if the informant does not provide his/her data, and does not authorize Canal Foros to contact him/her anonymously and confidentially through the Ulula platform, he/she will not be able to provide further information or follow up on his/her case.

The channel works through Ulula’s website, via PC, cell phone and other devices. Also by WhatsApp and by phone call.