Grievance Procedure

September 2026

This policy was adopted on 21 September 2026, and will next be reviewed on or before 21 September 2027

This policy has been approved by: Annette Crosse, Founder/CEO (annette@egality.health)

Purpose 

Egality is committed to conducting our work fairly and responsibly. This procedure gives anyone a clear, accessible, and ongoing way to raise a grievance about our conduct, and sets out how we will handle it. It applies to our workers, suppliers, clients, partners, and the communities and individuals we engage.  

How to raise a grievance 

Anyone can raise a grievance with us at any time by emailing Annette Crosse, our Founder and CEO, annette@egality.health. You do not need to use any particular format, simply tell us what has happened and what your concern is.  

If your grievance is about Annette, or you would not feel comfortable raising it with her, you can contact Bhuvan Majmudar, Senior Manager, at bhuvan@egality.health instead. He will handle your grievance under this procedure.  

If you need support to raise a grievance, or would prefer to raise it another way, for example by phone or with someone raising it on your behalf, please let us know and we will make that possible.  

Grounds for accepting a grievance 

We will accept and investigate a grievance where it concerns: 

• The conduct of Egality, our employees, or our associates. 

• The way we have delivered a service or engaged with a community, patient, or partner.  

• A concern about our compliance with our own policies or commitments, including our human rights and ethical commitments.  

If we decide a matter does not fall within these grounds, we will explain to you why we have not accepted it as a grievance. 

How we handle a grievance 

Once you raise a grievance, we follow these steps: 

• Acknowledge 
  We confirm we have received your grievance, normally within five working days.  

• Assess 
  We decide whether to accept the grievance and tell you the outcome of that decision, normally within ten working days.  

• Investigate 
  If accepted, we look into the matter, gathering relevant information and speaking to those involved as needed. 

• Resolve 
  We work towards a fair resolution and aim to conclude within 30 working days, keeping you updated if it takes longer.  

• Close 
  We tell you the outcome and confirm when the grievance is resolved and closed. 

Throughout, we will keep you informed of progress, the timelines involved, and the decisions we make, and we will tell you clearly when your grievance has been closed.  

Protection from retaliation 

No one who raises a grievance in good faith will face retaliation of any kind. To protect those who come forward, we: 

• Allow you to request that your identity remains confidential where you fear retaliation.  

• Tell you at the outset who will need to be involved or informed and seek your consent before sharing information with anyone else.  

• Keep the outcome of the process confidential where appropriate.  

• Treat any breach of confidentiality, or any retaliation against someone raising a grievance, as a disciplinary matter. 

Recording and monitoring 

We keep a record of all grievances and monitor them so that we can respond consistently and learn from them. Annette Crosse, Founder and CEO, is responsible for managing this procedure and maintaining the record.  

At least once a year we prepare a summary of grievances that records, for each one: its status (under review, active, or closed), a case references, the date that it was filed, who raised it (unless they have asked to remain confidential), who it concerned, its location (where not sensitive), its nature, and result. We use this summary as part of our annual governance review.