Arva recognizes that the implementation of projects may occasionally lead to concerns, questions, or issues among our stakeholders. We value open communication and are committed to addressing feedback fairly, transparently and efficiently. The procedure aims to ensure fair and inclusive resolution practices that respect the varied experiences and perspectives within the stakeholder group.

Arva’s Grievance Redress Procedure follows a structured, six-step process: Step 1: Submission of Grievance, Step 2: Initial Assessment, Step 3: Formal Investigation, Step 4: Resolution, Step 5: Follow-Up, and Step 6: Closure.

Step 1 Submission of Grievance:

Complainant stakeholders are encouraged to submit their grievances in writing, either through email (info@arvaintelligence.com), the Intercom chat box accessible within CropForceTM, or through the Arva website (https://arva.com/environmental-assets/). The complainant may also report to CP affiliates to submit on their behalf.

Step 2 Initial Assessment:

The Customer Success department will acknowledge the receipt of the grievance within two working days. A designated Customer Success Manager will assess the grievance to determine its nature and severity and may request additional information from the complainant if necessary.

Step 3 Formal Investigation:

If the grievance requires further investigation, a Customer Success Manager or an appointed Committee will initiate a formal investigation. During this step, the investigator interviews the complainant, the accused party (if applicable), and any relevant witnesses. Documentation and other evidence are collected. The investigator reviews relevant policies and procedures to ensure compliance and fairness.

Step 4 Resolution:

A meeting is scheduled to discuss the findings and potential resolutions. The complainant (and the accused, if applicable) are invited to participate. Possible resolutions include training, policy adjustments, or other corrective actions based on the investigation. If all involved parties reach an agreement, the agreement terms are documented. If no agreement is reached, further escalation procedures may be employed.

Step 5 Follow-Up:

The Customer Success Manager follows up with the complainant to ensure the complainant is satisfied with the resolution. The situation is monitored for the purpose of preventing recurrence.

Step 6 Closure:

A final report will be written to summarize the grievance, investigation, and resolution. Arva will share and store this report before the case is closed.

Arva will attempt to resolve all grievances amicably, through the outlined procedure.

The grievance redress procedure is easily accessible to stakeholders for ongoing consultation and is available on the Arva website:

https://arva.com/grievance-redress-procedure/

Any grievances that are not resolved through negotiations shall be submitted to mediation conducted by an independent and impartial third party. If the dispute remains unresolved following mediation, it shall be referred either (a) to arbitration, where permitted under the applicable laws of the relevant jurisdiction, or (b) to the competent courts of that jurisdiction. This shall not affect either party’s right to bring the dispute before an appropriate supranational adjudicatory body, where such a body exists.