External Grievance Mechanism Policy
Version: 1.0
Last updated: 15 April 2025
1. Introduction
1.1. Aerobotics (Pty) Ltd. and our group of companies (Aerobotics US, Inc, Aerobotics Corporation and Aerobotics Crop Insurance Services LLC) (“Aerobotics”, “the company”) are committed to fostering a transparent and accountable environment. This External Grievance Mechanism Policy is established to provide external parties, including stakeholders, customers, and the public, with an accessible and fair process for raising concerns related to Aerobotics' activities, products, or services.
2. Objective
The objective of this policy is to:
2.1. Clearly communicate the procedure for stakeholders to submit complaints.
2.2. Ensure the timely, unbiased, and transparent resolution of lodged grievances, fostering trust and accountability across all stakeholders.
3. Definitions
3.1. External Grievance: A complaint, concern, or issue raised by an individual or entity external to Aerobotics regarding the company's activities, employees and/or contractors, products, or services.
3.2. External Grievance Mechanism: The structured process through which external parties can submit grievances, and Aerobotics can address and resolve them.
4. Principles Of The External Grievance Mechanism
4.1. Accessibility: The mechanism should be easily accessible to all external parties, irrespective of their relationship with Aerobotics.
4.2. Impartiality: Grievances will be addressed impartially, ensuring fair treatment to all parties involved.
4.3. Transparency: The process will be transparent, with clear communication about the status and resolution of grievances.
4.4. Confidentiality: The privacy of individuals raising grievances will be respected, and the information disclosed will be handled confidentially within the limits of the law.
5. External Grievance Mechanism Procedures
5.1. Receive and Register a Complaint
5.1.1. External parties can submit grievances in writing through designated channels, such as email, or a dedicated mailing address.
5.1.2. Aerobotics will promptly acknowledge receipt and register the complaint, providing a reference number for tracking purposes.
5.2. Screen and Assess the Complaint
5.2.1. A designated Grievance Committee will screen and assess the validity and severity of the grievance.
5.2.2. The committee will categorize grievances based on their nature and prioritize them for resolution.
5.3. Formulate a Response
5.3.1. After assessing the complaint, Aerobotics will formulate a comprehensive response acknowledging the concerns raised.
5.3.2. The response will include an estimated timeline for resolution and additional information or documentation required.
5.4. Select a Resolution Approach
5.4.1. The Grievance Committee will select an appropriate resolution approach based on the nature and complexity of the grievance.
5.4.2. Resolution approaches may include mediation, investigation, or collaboration with relevant stakeholders.
5.5. Implement the Approach
5.5.1. Aerobotics will implement the chosen resolution approach, involving relevant internal and external parties as needed.
5.5.2. The company will keep the external party informed of the progress throughout the resolution process.
5.6. Settle the Issues
5.6.1. The Grievance Committee will work towards settling the issues raised in the grievance to the satisfaction of all parties involved.
5.6.2. Any necessary remedial actions will be taken promptly.
5.7. Track and Evaluate Results
5.7.1. Aerobotics will establish mechanisms to track and evaluate the results of the resolution process.
5.7.2. Continuous monitoring will ensure that resolutions are effective and lasting.
5.8. Learn from the Experience and Communicate Back
5.8.1. The company will analyze the experience gained from handling the grievance and identify opportunities for improvement.
5.8.2. Aerobotics will communicate the outcomes and lessons learned to all parties involved, demonstrating a commitment to learning and continuous improvement.
6. Monitoring and Improvement
6.1. Aerobotics will regularly review the effectiveness of the External Grievance Mechanism, incorporating feedback and adopting best practices.
6.2. Periodic reports summarizing grievances, actions taken, and lessons learned will be published, ensuring confidentiality is maintained.
7. No Retaliation
7.1. Aerobotics prohibits retaliation against individuals who raise grievances through the External Grievance Mechanism.
7.2 Any form of retaliation will be treated as a violation of company policy and subject to appropriate disciplinary action.
8. Contact Information
For submitting grievances and enquiring on the status of grievances:
Grievance Officer: Dean Taylor
Email: grievances@aerobotics.com
Mailing Address: 16 Napier Street, Green Point, Cape Town, 8001
Steps of the External Grievance Mechanism
9. Approval
This policy is hereby approved by:
