ETHICAL CHANNEL

At AEDEA CONTACT CENTER we firmly believe in the importance of fostering a safe, ethical and equal environment that can be trusted by all our employees, customers and partners.

For this reason, we have implemented a robust Ethics Channel that enables anyone to report any potential misconduct or ethical violations within our organization. This is a channel where any possible non-compliance or irregularity within the organization can be reported, as described in Law 2/2023, of February 20th, which regulates the protection of individuals reporting regulatory violations and fighting corruption.

WHAT FACTS CAN BE COMMUNICATED?

Through the Ethics Channel, you can report any facts that you consider may constitute a breach of legal regulations, the Code of Ethics or any other applicable internal regulation, such as:

  • Conduct related to fraud and corruption.
  • Conduct related to safety, health and hygiene at work.
  • Discrimination and harassment in the workplace.
  • Conduct relating to information security and data protection.
  • Anticompetitive practices.
  • Conduct contrary to human rights or damage to the environment.
  • Other possible serious or very serious criminal or administrative offenses.

ESSENTIAL PRINCIPLES OF THE MANAGEMENT PROCEDURE:

Confidentiality: We understand that confidentiality is essential to encourage individuals to submit communications to the ethical channel. We guarantee absolute confidentiality throughout the process and will protect the identity of the person making the report to the extent permitted by law. This includes the option of submitting information anonymously.

Impartial investigation process: Once a communication is submitted, the specialized team in charge of channel management will thoroughly investigate the matter in an objective and diligent manner in accordance with internal regulations and applicable legislation. Throughout the entire process, the rights of the persons involved will be respected, this includes, in particular, the presumption of innocence.

Protection against retaliation: We do not tolerate any form of retaliation against bona fide whistleblowers. We are committed to safeguarding the rights and integrity of individuals who report any wrongdoing. Any individual who retaliates against a whistleblower will face appropriate disciplinary action..

Diligence: The persons managing the channel shall process any information communicated to them diligently.. In any case, the necessary decision shall be adopted within a maximum period of three months, except in in particularly complex cases, that may require an extension of the period, in which case, this may be extended up to a maximum of three additional months.

Resolution and follow-up: Upon completion of the investigation, we will take the necessary actions to address the identified problem and, where possible, take corrective action to prevent future irregularities. In addition, we are committed to keeping the person who made the report informed of the progress and resolution of his or her communication, whenever possible and permitted by law.

HOW TO SEND A COMMUNICATION?

There are two options:

  • Through the co-resol app:
    1. Download the co-resol app and accept the notifications. It is free and available on both the App Store and Google Play.
    2. Click on the “Click here” button and then enter the AEDEA code.
    3. Select the button of the channel to which you want to send the communication.
    4. Write a message or leave a voice note, and be as specific as possible. You can also attach images and/or files.
    5. Identify yourself or select the anonymity option. In either case, you must accept the Privacy Policy.
    6. Once you have completed these steps, a message will appear on the screen to acknowledge receipt of your click.
    7. Follow-up communication regarding the click will be conducted via a secure chat (accessible via the chat button on the app’s home screen) until the chat is closed.
  • Through a web page:

It can be accessed through this link:(https://canalco-resol.com)

    1. Click on the “Click here” button and then enter the AEDEA code.
    2. Select the button of the channel to which you want to send the communication.
    3. Write a message or leave a voice note, and be as specific as possible. You can attach images as well as documentation.
    4. Identify yourself or select the anonymity option. In either case, you must accept the Privacy Policy.
    5. In this case, a unique ID and PIN for the click sent will appear on the screen along with the acknowledgment of receipt. These should be saved separately for security reasons, so that communication about the status of the click can be maintained later via a secure chat..
    6. To find out if you have a new message in the chat, or if you want to provide more information, go to the home link https://canalco-resol.com click on the “Access a previous click” button and enter the AEDEA code, as well as the ID and PIN that you have saved.

Important:

This Ethics Channel is not an emergency service. This channel should not be used to report situations involving an immediate threat. If you need assistance in such a situation, please contact your local authorities and use the channels defined for this purpose.