CUSTOMER SERVICE

The Ethics Channel is governed by the following rules, which the whistleblower accepts when submitting their report.

• Its purpose is to enable the reporting of violations committed or that may be committed within the entity, with a violation being understood as any action contrary to the law, internal policies, or socially accepted practices, with any other use being prohibited.
• The submission of a report initiates an investigation process, and the whistleblower therefore undertakes to provide truthful information or information based on reasonable evidence. Reports that are manifestly false, unfounded, or impossible will be automatically dismissed.
• Repetitive reports that do not provide new information or evidence will not be accepted.
• If evidence of a crime is detected, the internal procedure will be suspended and the competent authorities will be informed.
• The complainant may provide any information they consider relevant, always respecting the fundamental rights of the persons involved, and any evidence obtained in violation of those rights will be discarded and disregarded.
• The investigation will be conducted by an impartial person or body appointed by the entity, who may request additional information from the complainant.
• Once the investigation has been completed, a statement will be issued on the facts and, where appropriate, recommendations will be made to prevent similar situations, without this implying a definitive declaration of infringement. The entity may also recommend that the matter be referred to the authorities.
• No appeals may be lodged against final decisions, although new communications may be submitted if additional evidence is provided.
• The entity will issue a decision within a maximum period of three months and will inform the complainant of the relevant actions related to the case.