At Redkiwi, we strive to make a positive impact on our employees, clients, suppliers, and society. However, we recognize that we are not perfect. To take our responsibility seriously, we offer a transparent pathway for all stakeholders to express concerns or lodge complaints regarding our social, environmental, or governance (ESG) performance.

1. What Can You Report?

Stakeholders can submit a formal complaint regarding matters that contradict our values, ethics, or B Corp ambitions, including:

Environmental impact: Incorrect reporting or negligence regarding sustainability pledges.
Social ethics: Discrimination, an unsafe working environment, or human rights violations (internally or within the supply chain).
Governance: Unethical behavior, conflicts of interest, or a lack of transparency.
Digital ethics: Misuse of data or exclusion due to inaccessible software.

2. How to Submit a Complaint

To keep the threshold as low as possible, a report can be made in the following ways:

Digital form: Contact
Email: Directly to the Impact Lead via impact@redkiwi.com

3. The Process & Deadlines

Once a complaint is received, we follow these steps:

1. Acknowledgment of receipt
You will receive a confirmation. Within 3 working days
2. Assessment
The Impact Lead and/or Management evaluates whether the complaint is grounded based on our criteria. Within 10 working days
3. Investigation & Dialogue
We investigate the situation and, if desired, engage in a dialogue with the reporter for clarification. Within 10 working days
4. Resolution
We present a proposal for a solution or improvement plan. Depending on complexity
5. Closure
Upon agreement, the complaint is closed and archived for our impact reporting. Immediately following resolution

4. Protection Against Retaliation (Safety)

Redkiwi guarantees that submitting a complaint will have no negative consequences for the stakeholder's relationship with our agency (e.g., employment contract, supplier contract, or client relationship).

Confidentiality: Your identity will only be shared with individuals who are strictly necessary for the investigation, and solely with your explicit consent.
Sanctions: Any form of retaliation against a reporter is considered a serious breach of our code of conduct and may lead to disciplinary action.

5. Communication on Progress

We will keep the reporter informed throughout the entire process. If a complaint is not accepted, we will always provide a written justification. For accepted complaints, we will inform the stakeholder about the measures taken to prevent future recurrence.

Complaints Procedure