Purpose

Peppy Health is committed to fostering a transparent and supportive environment where
stakeholders, including employees, customers, suppliers, and community members, can raise
grievances or complaints without fear of retaliation. This mechanism ensures concerns are
addressed fairly, promptly, and consistently.

Mechanisms for Raising Grievances

Peppy Health offers multiple accessible channels for stakeholders to raise grievances:

1. Online Grievance Form

• Available on Peppy Health’s website, allowing stakeholders to submit concerns
  confidentially.
• Accessible at: [Peppy Health Grievance Form URL].

2. Email Contact

• Stakeholders can email complaints or grievances to people@peppy.health

3. Whistleblower/Ethics Hotline

• A dedicated hotline for anonymous reporting of ethical concerns or misconduct:
  People@peppy.health

4. “Speak Up” Policy

• An open-door policy encourages employees to approach their managers or HR
  with concerns.

5. Feedback and Suggestion Boxes

• Physical and digital suggestion boxes for workers to voice their concerns.

6. Stakeholder Engagement

• Direct engagement through community outreach, worker committees, trade
  unions, and industrial relations processes.

7. Customer Service Department

• Dedicated team to handle customer complaints at people@peppy.health

8. Business-to-Business Dispute Resolution

• Contract clauses with suppliers and partners include dispute resolution
  provisions aligned with Peppy Health’s Code of Conduct.

Grievance Process

Stakeholders who raise a grievance will receive detailed information about the process,
including:

1. Grounds for Accepting a Grievance
Grievances will be accepted if they pertain to:

• Alleged violations of ethical standards or company policies.
• Breaches of legal, contractual, or human rights obligations.
• Concerns about workplace safety, discrimination, harassment, or
  unethical conduct.
• Other legitimate concerns related to Peppy Health’s operations.

2. Steps in the Grievance Process

• Acknowledgment: Confirmation of grievance receipt within 3 business days.
• Assessment: Initial review to determine if the grievance falls within scope,
  completed within 7 business days.
• Investigation: Comprehensive inquiry involving relevant stakeholders,
  conducted within 30 business days.
• Resolution: Proposal for resolution shared with the complainant within 45
  business days, where feasible.

3. Facilitation of Resolution

• Grievances will be addressed through dialogue, corrective action, or
  compensation where applicable.
• Stakeholders will be informed of the resolution process and outcome.

Communication with Complainants

Peppy Health will maintain transparent communication at each stage of the grievance process:

1. Regular Updates

• Stakeholders will receive timely updates on the progress of their grievance.
• Notifications will include key milestones, such as completion of assessment and
  investigation stages.

Final Outcome

• A written explanation of the resolution or rationale for rejecting the grievance
  will be provided.

Protection Against Retaliation

Peppy Health enforces robust measures to protect stakeholders who raise grievances:

1. Confidentiality:

• Grievances will be handled confidentially, with information shared only with
  those directly involved in the resolution process.

2. Anti-Retaliation Policy:

• Peppy Health prohibits any form of retaliation, including discrimination,
  harassment, or unfair treatment, against individuals who raise concerns.

3. Reporting Retaliation:

• Any retaliation can be reported directly to people@peppy.healthand will be
  investigated immediately.

4. Oversight:

• Regular audits and controls will ensure compliance with anti-retaliation
  measures.

Monitoring and Continuous Improvement

• Peppy Health will regularly review its grievance mechanism to ensure effectiveness and
  accessibility.
• Feedback from stakeholders will be sought to refine the process.

By establishing this Grievance and Complaints Mechanism, Peppy Health reaffirms its
commitment to ethical practices, transparency, and stakeholder trust.