COMPLAINTS CHANNEL
This valuable resource gives you the opportunity to confidentially report any inappropriate, unethical or illegal conduct you may identify in our organization.
The Complaints Channel is a fundamental tool that seeks to promote transparency, ethics and integrity in our work and business environment. It is designed to enable our employees, customers, suppliers and other stakeholders to contribute to the continuous improvement of our company.
We recognize the decision to provide information in a complaint is a serious and responsible one. For this reason, we have established a safe and simple process, backed by the resources necessary for you to submit a complete and detailed report.
Below, we provide you with key information and documentation, including our Compliance Policy, Code of Ethics and Canagrosa's Harassment Prevention Protocol.
On the other hand, within our Complaints Channel, you will have access to detailed information on the specific procedure established in our organization for the use of the same. In addition, you will find a questionnaire designed so that you can submit your complaint efficiently and safely.
COMMITMENT AND COMPLIANCE
In CANAGROSA, our corporate culture is based on fundamental ethical values. Through the Regulatory Compliance System, established in the Compliance Policy, we reinforce our commitment to ethics and social responsibility.
Management values ethical and social responsibility not only as a moral obligation, but also as a valuable opportunity to enrich the society in which we operate. Our commitment is to ensure the sustainable development of our business project, and to this end we strive to meet and exceed legal standards in the labor, social, ethical and environmental fields.
Canagrosa's Regulatory Compliance System is included in the Compliance Policy.
CODE OF ETHICS
Our Code of Ethics establishes the principles that guide all those who are part of the organization. It reflects values such as integrity, transparency, mutual respect, equity and social responsibility in all our relationships with collaborators, customers, suppliers and stakeholders, encouraging individual and collective responsibility in their compliance.
CANAGROSA's Code of Ethics reflects a strong commitment to business ethics and regulatory compliance, guiding our actions according to the legal and ethical requirements of the aviation industry.
HARASSMENT PREVENTION PROTOCOL
In CANAGROSA, we maintain a zero tolerance policy against any form of harassment, including sexual harassment, harassment based on sex or harassment at work.
Our protocol demonstrates our firm commitment to prevention and action in cases of harassment in all its manifestations. This policy applies to all personnel who provide services in our organization, including employees, collaborators from other companies, trainees, interns, volunteers and those who maintain working relationships with the company, our customers and suppliers.
We believe in a safe and respectful work environment for everyone. Harassment has no place in our organization, and we work together to prevent and address it appropriately.
Useful information about the Complaint Channel
WHAT IS THE COMPLAINT CHANNEL?
The complaint channel is a confidential and secure communication channel that CANAGROSA makes available to employees, customers, suppliers and other interested parties to report, confidentially and without fear of reprisals, any illegal act, irregularity or breach of regulations related to the company's activities.
This channel is limited to reporting breaches of the law and the internal rules described in our Code of Ethics. Therefore, any act that violates our corporate principles can be reported here.
It is important to note that this channel cannot be used to make labor claims or individual requests of any kind, which should follow the usual channel through the Human Resources area. Likewise, this Channel is not for making suggestions, proposals or other types of considerations.
The Complaint Channel has a procedure that you can consult in the following link:
HOW TO FILE A COMPLAINT?
Any interested person may file a complaint through the form available in this section or by sending an e-mail to
In addition to these electronic means, complaints made in writing by post, by telephone or through a voice messaging system will also be accepted and processed, including anonymous ones, guaranteeing the confidentiality of the identity of the informant and of any third party mentioned in the communication.
ACTION AGAINST FALSE REPORTS
It is important to point out that reports made in bad faith, knowing them to be false or with the purpose of harming the reported person or a third party, will be subject to disciplinary sanctions. In addition, they could lead to possible criminal liability for the possible commission of crimes of libel or slander, or civil liability for injury to the right to honor.
PROHIBITION OF RETALIATION
It is strictly prohibited to take any action against a CANAGROSA employee that constitutes a negative consequence solely because he or she has made a report. If a person believes that he/she is suffering retaliation as a result of having reported an irregularity related to CANAGROSA, he/she must report it immediately through the whistleblower channel for investigation and the adoption of the necessary measures.
HOW ARE COMPLAINTS HANDLED?
The complaint will be handled internally by the person in charge of the CANAGROSA Complaint Channel independently, who will investigate the facts to determine their veracity and scope. During the investigation, all the necessary information and documentation may be gathered.
Upon receipt of the complaint, an acknowledgement of receipt shall be sent to the complainant within a maximum period of seven days from receipt thereof and an internal investigation shall be initiated, unless the complaint is manifestly unfounded or refers to matters outside the Complaints Channel. In such cases, the interested party shall be informed of this circumstance and a record shall be made in the register of complaints and of the decision not to initiate an investigation. This decision shall not prevent the subsequent initiation of an investigation if additional information is received.
The person in charge of the Complaints Channel will prepare a reliable report to be submitted to the Company's Management for analysis. On the basis of this report, a decision will be taken on the matter, adopting the corrective, punitive and/or preventive measures that may be appropriate in each case.
The term of the procedure shall be three months, unless it is justified that such term is notoriously insufficient due to the circumstances of the case, in which case, it may be extended up to a maximum of three additional months. This period shall not apply in cases in which harassment is reported, which shall be in accordance with the provisions of the Canagrosa Harassment Prevention Protocol, establishing a maximum resolution period of 30 calendar days, with the exception of cases of greater complexity, in which case it shall be extended to a maximum of 40 calendar days. If the alleged offender is an employee, for the imposition of the appropriate sanction, the provisions of the agreement or, as the case may be, the Workers' Statute shall apply, with the initial day of the term being taken as the day of the reliable knowledge by the person in charge of the Complaints Channel.
Notwithstanding the foregoing, if the person in charge of the Complaints Channel verifies the existence of criminal offenses, he/she will bring the facts to the attention of the competent authority.
You can consult the procedure of the Complaints Channel in the following link:
CONFIDENTIALITY AND PROTECTION OF PERSONAL DATA
CANAGROSA's Complaints Channel is managed independently and autonomously by the person in charge of the Complaints Channel, guaranteeing the complete confidentiality of the information received and its exclusive use to clarify the object of the complaint. According to the applicable legislation, anonymous reporting is allowed, although it is recommended that the complainant disclose his or her identity to facilitate the investigation and clarification of the facts.
In addition, the protection of personal data provided through the Complaints Channel is guaranteed, complying with the technical and organizational measures established by current legislation. All personal information provided during the processing of the complaint file will be deleted within a maximum period of three months, unless its conservation is necessary to demonstrate the operation of the Crime Prevention Model, comply with legal obligations or meet the requirements of the competent authority, in which case it will be stored in a different environment.
