Raising a Concern: Grievance Procedure
Astep provides this grievance procedure for stakeholders to raise serious concerns related to our operations. This includes environmental, social, ethical or governance-related issues. This procedure is not intended for general customer inquiries, such as product claims, orders or returns. These should instead be directed to our customer service email sales@astep.design.
Grounds for accepting a grievance
This procedure is intended for concerns related to Astep’s activities that may have environmental, social or ethical impacts, such as:
- Environmental impacts
- Labour conditions or human rights
- Unethical business conduct
- Impacts on partners, suppliers or communities
To help us understand and address the concern, the submission should include:
- A clear description of the issue
- Relevant facts, a context or a timeline
- Any supporting information if available
All submissions are reviewed to determine how they should be handled. If a concern does not fall within this grievance procedure, we will explain the reason and, if relevant, suggest an alternative way to address it.
How to submit a grievance
Grievances can be submitted via: hr@astep.design
You may choose to:
- Provide your contact details or remain anonymous
- Request that your identity is kept confidential
How we handle grievances
All grievances are handled through a structured process:
-
Acknowledgement (within 5 working days)
Once a grievance is received, we will confirm receipt within 2–5 working days, unless it has been submitted without contact details. If a concern does not fall within this grievance procedure, we will explain why it has not been accepted as a grievance and, where relevant, guide it to another appropriate channel. -
Initial review and assessment (within 10 working days)
An initial review begins shortly after receipt. During this stage, we assess the nature of the concern and carry out fact-finding, which may include reviewing documents, gathering relevant information and speaking with involved parties. -
Investigation and follow-up
Depending on the case, we may request additional information, involve relevant internal or external parties, and assess potential impacts and risks. Throughout the process, we aim to keep the person raising the concern informed of progress and next steps, where contact details are provided. -
Response and resolution (normally within 30 working days)
Once the review is completed, we provide a written response outlining our findings and any actions taken or planned. Where relevant, this may include corrective actions, changes to internal practices or further dialogue with involved parties. In some cases, a follow-up conversation may be offered to discuss the outcome. -
Closure
We confirm when the process is complete and the matter has been resolved.
Confidentiality and protection
Anyone raising a concern should be able to do so without fear of negative consequences. Astep has the following measures in place:
- Grievances are handled confidentially and only shared with those directly involved in reviewing the case. Access to the grievance email and related information is limited to designated individuals.
- If a grievance involves someone who would normally be responsible for handling it, another person will take over the review to ensure a fair process.
- Information is not shared beyond what is necessary, and consent will be sought before involving additional parties, unless required by law.
- Managers or relevant staff are attentive to any signs of retaliation, such as exclusion or negative treatment linked to the grievance. Any indication of retaliatory behaviour will be taken seriously and addressed as part of this procedure.