At Eventcube, we are committed to accountability, transparency, and maintaining a safe, fair environment for everyone who interacts with our platform and business.

If you are a worker, customer, supplier, or community member affected by our operations and feel we have fallen short of our standards, we want to hear from you. This page outlines how to safely raise a grievance, what happens next, and how we work to resolve issues.

1. Grounds for Raising a Grievance

To be formally accepted into our grievance resolution process, your submission must relate to an alleged breach of Eventcube’s operational policies, ethical standards, terms of service, or legal compliance.

Valid grounds include, but are not limited to:

• Workplace Conduct: Unfair labour practices, discrimination, bullying, or harassment.
• Platform & Data Integrity: Data privacy breaches, security issues, or platform misuse.
• Commercial Ethics: Unethical business conduct or supply chain non-compliance.
• Community Impact: Adverse impacts on local communities or severe environmental mismanagement related to our operations.

Note: General customer support enquiries, billing queries, or standard event ticketing issues do not qualify as formal grievances and should be directed to our standard support channels.

2. Submitting a Grievance

Grievances can be submitted through a dedicated email address - grievance-reporting@eventcube.io

Please include details of your grievance, and if you wish, your contact information for further info.

3. Our Process and Deadlines

Once you submit a grievance, we handle it through a structured timeline to ensure it is dealt with swiftly and fairly:

• Step 1: Acknowledgement (Target: Within 48 Hours) We will log your submission in our secure internal registry and email you a formal acknowledgement with a unique case tracking number.
• Step 2: Screening & Scope Review (Target: Within 5 Business Days) Our compliance team will review your submission against the grounds listed above. If it is accepted, we move to investigation. If it is not accepted (e.g. if it belongs in standard customer support), we will write to you to explain exactly why and redirect your query to the right place.
• Step 3: Investigation (Target: Within 14 Business Days) For all accepted grievances, an independent internal review will be conducted. This involves gathering facts, reviewing data, and interviewing relevant internal parties. We will update you via email once the investigation concludes.
• Step 4: Resolution & Closure (Target: Within 30 Calendar Days). We will present a formal written resolution proposal to you. Once a resolution is agreed and implemented, we will ask you to confirm that the matter is resolved so we can formally close the case.

4. How Resolutions Are Facilitated

We aim to resolve grievances constructively. Depending on the nature of the issue, resolution mechanisms may include:

• Direct corrective actions (e.g. software fixes, internal policy updates, or supplier contract enforcement).
• Formal apologies and mediated dialogues.
• Direct remediation or compensation where tangible harm or loss is proven.

5. Protection from Retaliation & Whistleblower Safety

Your safety and privacy are our highest priorities. We have strict controls in place to protect anyone who raises a concern:

• Anonymity: You may choose to submit your grievance anonymously using the email address. Please note that while we will investigate anonymous claims with equal rigour, we will not be able to provide you with direct status updates.
• Confidentiality: Access to grievance data is strictly restricted to senior leadership and the compliance team members directly handling the investigation.
• Zero Tolerance for Retaliation: Eventcube strictly prohibits any form of retaliation, adverse treatment, or discrimination against any individual who raises a grievance in good faith. Any internal staff member found attempting to penalise or identify a complainant will face immediate disciplinary action, up to and including termination.

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