External Stakeholder Grievance Policy

Policy Statement

fynmè Limited (“fynmè”), is committed to operating with integrity, transparency and fairness with all external relationships. fynmè recognises that from time to time, external stakeholders; including clients, suppliers, creators and/or members of the public, may have concerns or grievances regarding fynmè’s business operations, conduct, or with interactions of its personnel.

Scope

This External Stakeholder Grievance Policy (the “Policy”) outlines the process for raising, reviewing and resolving any such grievances, in a transparent, timely and consistent manner.

Who Can Raise a Grievance

This Policy applies to grievances raised by individuals or organisations that engage with fynmè in a professional capacity, including but not limited to:

• clients / brand partners;
• suppliers / vendors / creators;
• business partners and collaborators; and
• any other concerned external party.

Types of Grievances

Grievances may relate to, but are not limited to:

• unfair business practices;
• ethical concerns related to fynmè’s work, behaviour, or business operations;
• conduct of fynmè personnel and/or representatives;
• contractual or service-related disputes; and
• environmental or social impact concerns.

Please note that fynmè has a separate internal Grievance Policy for its employees should they wish to raise a grievance, which should be directed and handled under the fynmè Grievance Procedure, which can be accessed via the Knowledge Hub.

How to Raise a Grievance

fynmè encourages external stakeholders to raise concerns as soon as reasonably possible, so they can be addressed in a timely and efficient manner. There are multiple ways to submit a grievance:

• Informal Submission – please contact your primary fynmè representative. If the parties are unable to resolve the issue informally, then the issue shall be escalated internally to an appropriate senior manager at fynmè for further review and response.
• Formal Submission – if the issue is not resolved informally, external stakeholders can submit a written grievance via email to business@fynmemedia.com. When submitting a grievance submission, please include:

• a clear description of the issue;
• any relevant dates, facts, and supporting documents; and
• the desired resolution or outcome (if applicable).

Grievance Resolution Process

The following sets out the informal and formal grievance processes at fynmè:

Stage 1 – Initial Review and Response

• fynmè shall acknowledge receipt of the grievance within 5 business days.
• If appropriate, the grievance will be reviewed by a member of fynmè’s senior leadership team.
• fynmè endeavors to provide a response within 15 business days, outlining the findings and any proposed resolutions or shall provide a rationale as to why the grievance raised was not accepted as a grievance (as applicable).

Stage 2 – Escalation and Formal Review

• For informal submissions, should the external stakeholder not be satisfied with the response from fynmè they may escalate the grievance by requesting a formal review within 5 business days of receiving fynmè response.
• At which point, a different member of the fynmè’s senior leadership team or an impartial reviewer will reassess the grievance alongside any findings to date, together with any new information that has since been provided.
• Following the conclusion of Stage 2, a final decision will be communicated to the external stakeholder within 10 business days, or fynmè shall provide a rationale as to why the grievance raised was not accepted as a grievance (as applicable)

Stage 3 – External Mediation

• In the event that a resolution is not reached through the Stage 1 and Stage 2  processes (as outlined above), fynmè may suggest an independent mediator to assist with reaching a resolution. Please note, however, that instruction of an independent mediator is optional and depends on the nature of the grievance. fynmè shall provide the outcome from the mediator or should such mediator be unable to resolve said grievance, fynmè shall provide the rationale as to why the grievance raised was not accepted as a grievance within 15 business days to the concerned parties.

Confidentiality

fynmè will handle all grievance reports confidentiality and in compliance with all applicable laws. fynmè is committed to treating all stakeholders fairly and without bias. fynmè confirms that raising a grievance in good faith will not negatively impact any business relationship or stakeholder under this Policy.

Policy Review and Updates

This Policy is reviewed regularly as part of fynmè’s commitment to responsible business practices and stakeholder engagement. fynmè reserves the right to update or amend this Policy from time to time and/or as required by law.

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