Descalza is committed to listening to and addressing any and all concerns that stakeholders may raise about how we do business. This procedure explains how anyone affected by our business can raise concerns and get them resolved.
Who Can Use This Process
This grievance procedure is available to all stakeholders, including:
- Employees and contractors
- Customers and clients
- Suppliers and vendors
- Community members
- Anyone else affected by our business activities
What Issues We Accept
We accept concerns about:
- Workplace issues (safety, discrimination, harassment)
- Environmental impacts of our business
- Ethical concerns about our business practices
- Community impacts
- Supply chain concerns
- Other social or governance issues related to our business
Note: This process is for concerns about business practices and impacts. Customer service issues like order problems or refunds should go through our regular customer service channels.
How to Submit a Concern
You can raise a concern by sending an email to Carolina Arias at caro@descalza.co.
What to Include
Please provide as much detail as you can:
- Your name and contact information (or note if you want to remain anonymous)
- Description of the concern
- When and where it happened
- Who was involved
- Any supporting information or documents
- How would you like to see this resolved
What Happens Next: Our Process
Here is what will happen after you email your concern:
- We confirm receipt: Within 3 business days, we will confirm we received your concern.
- We review and investigate: Within 10 business days, we will review your concern, gather information, and may contact you for more details.
- We decide next steps: Within 15 business days, we will either: (a) Accept it as a formal grievance and begin resolution, or (b) Explain why we cannot accept it as a grievance.
- We work on resolution: If accepted, we will work with everyone involved to find a fair solution. Timeline depends on complexity.
- We communicate throughout: We will keep you updated at each step and let you know when the issue is resolved.
- We close the case: Once resolved, we will confirm with you and document the outcome.
Note: Timelines may vary based on the complexity of the issue. We will keep you informed if things take longer than expected.
How We Protect You
We take your concerns seriously and promise to protect you from any negative consequences for speaking up.
- Confidentiality: We will keep your identity private unless you give permission to share it. Only people who need to know will be told.
- No punishment: We will not fire, demote, or otherwise punish anyone for raising a legitimate concern.
- Safe reporting: You can report concerns anonymously if you prefer.
Our Commitment to Improvement
We track all concerns to help us improve. Each year, we review:
- How many concerns we received
- What types of issues came up
- How quickly we resolved them
- Whether our process is working well
- What changes we should make
This review is shared with our leadership team so we can continuously improve.
