{"id":10463,"date":"2023-05-31T09:07:48","date_gmt":"2023-05-31T09:07:48","guid":{"rendered":"https:\/\/www.proasur.com\/complaints-channel\/"},"modified":"2026-08-24T10:06:40","modified_gmt":"2026-08-24T10:06:40","slug":"complaints-channel","status":"publish","type":"page","link":"https:\/\/www.proasur.com\/en\/complaints-channel\/","title":{"rendered":"Whistleblowing Channel"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"10463\" class=\"elementor elementor-10463 elementor-8286\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3ef79902 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3ef79902\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-22731820\" data-id=\"22731820\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-569b6e1 elementor-widget elementor-widget-hub_fancy_heading\" data-id=\"569b6e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"hub_fancy_heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<div id=\"ld-fancy-heading-6a9b997af2a25\" class=\"ld-fancy-heading pos-rel\">\n\t\t\t<h1 class=\"ld-fh-element d-inline-block pos-rel  elementor-heading-title lqd-highlight-classic lqd-highlight-grow-left h1\"  > Whistleblowing Channel<\/h1>\t\t<\/div>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fea3ead elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2fea3ead\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><\/p>\n<section data-id=\"19d0741\" data-element_type=\"section\">\n<div data-id=\"a90329d\" data-element_type=\"column\">\n<div data-id=\"2eba953\" data-element_type=\"widget\" data-widget_type=\"theme-post-title.default\">\n<section data-id=\"19d0741\" data-element_type=\"section\">\n<div>\n<div>\n<div data-id=\"a90329d\" data-element_type=\"column\">\n<div>\n<div>\n<div data-id=\"2eba953\" data-element_type=\"widget\" data-widget_type=\"theme-post-title.default\"><span style=\"font-family: 'Barlow Condensed', sans-serif;font-size: 18px;color: #232121;letter-spacing: 0px\">The purpose of the Whistleblowing Channel is to receive, record and process reports of irregularities or breaches of regulations committed by employees or companies. <\/span><span style=\"letter-spacing: 0px\">This is a confidential communication channel for customers, suppliers, shareholders, etc., associated with PROA SUR S.L.<\/span><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<div data-id=\"3db0711\" data-element_type=\"widget\" data-widget_type=\"theme-post-content.default\">\n<p>The procedure aims to regulate the receipt, handling, investigation and resolution of complaints regarding alleged irregularities or breaches committed by employees, sales agents, directors or business partners, which may arise in the course of PROA SUR S.L.\u2019s business activities, as well as risk situations arising from exposure due to links with the public administration and other public bodies. <\/p>\n<p>Directive (EU) 2019\/1937 of the European Parliament and of the Council of 23 October 2019, on the protection of persons reporting breaches of Union law, as well as the recent Law 2\/2023 of 20 February, regulating the protection of persons reporting breaches of regulations and combating corruption, published in the Official State Gazette (BOE) on 21 February 2023, which came into force on 13 March 2023.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n<p><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a71737b elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a71737b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<section data-id=\"19d0741\" data-element_type=\"section\"><div data-id=\"a90329d\" data-element_type=\"column\"><div data-id=\"2eba953\" data-element_type=\"widget\" data-widget_type=\"theme-post-title.default\"><div data-id=\"3db0711\" data-element_type=\"widget\" data-widget_type=\"theme-post-content.default\"><h2 style=\"letter-spacing: normal\"><span style=\"letter-spacing: 0px\">Scope of complaints<\/span><\/h2><p>This channel may be used to report any conduct that may constitute a breach of current legislation, our Code of Ethics or any other internal regulations of Proasur. More specifically, this channel should be used to report serious or very serious irregularities and breaches of ethical, criminal and administrative standards relating to: <\/p><ul><li>Dealing with third parties (conflicts of interest, gifts, fraud, corruption, bribery or confidential information)<\/li><li>Internal fraud<\/li><li>Health and safety at work<\/li><li>Quality control<\/li><li>Competition (antitrust)<\/li><li>Intellectual or industrial property<\/li><li>Protection of personal data<\/li><li>Environment and sustainability<\/li><li>Financial, accounting or tax matters<\/li><li>Retaliation of any kind, including threats of retaliation and attempts at retaliation<\/li><\/ul><p>Workplace harassment in its various forms can also be reported via this channel. Complaints regarding sexual harassment or harassment on the grounds of gender are handled in accordance with Proasur\u2019s specific protocol for the prevention of and response to such cases, which is available on the corporate intranet. <\/p><h2 style=\"letter-spacing: normal\"><span style=\"letter-spacing: 0px\">What cannot be communicated via this channel?<\/span><\/h2><p>This channel is not the appropriate place for:<\/p><ul><li>Complaints relating to employment matters (pay, performance appraisals, working hours, etc.)<\/li><li>Interpersonal disputes involving only the complainant and the respondent<\/li><li>Customer complaints or claims<\/li><li>Complaints or claims relating to non-payment<\/li><li>Rumours or manifestly unfounded allegations<\/li><li>Emergencies requiring immediate action (threat to life or property)<\/li><\/ul><h2 style=\"letter-spacing: normal\"><span style=\"letter-spacing: 0px\">Protection against reprisals<\/span><\/h2><p>Any person who makes a complaint in good faith is protected against any form of reprisal arising from that complaint, including dismissal, denial of promotion, a change of post or working conditions, or any unfavourable or discriminatory treatment. This protection also extends to those who cooperate with or assist in the complaint process. <\/p><p>This procedure does not cover complaints made in bad faith or with the intention of causing unjust harm, and such conduct may be subject to the appropriate disciplinary measures.<\/p><p>Furthermore, the rights of the person affected by the complaint are guaranteed, including their right to be heard, to the confidentiality of their identity, and to the presumption that the facts are not deemed proven until the investigation has been concluded.<\/p><h2 style=\"letter-spacing: normal\"><span style=\"letter-spacing: 0px\">Notification of the complaint<\/span><\/h2><p>Reports should be submitted via the PROA SUR S.L. website by completing the attached form and sending it to <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:canaletico@proasur.com\">canaletico@proasur.com<\/a>. Reports will be received and handled by the Compliance Officer at PROA SUR S.L. <\/p><h2 style=\"letter-spacing: normal\"><span style=\"letter-spacing: 0px\">Content of the complaint<\/span><\/h2><p>Reports received must contain the information necessary to carry out an analysis of the alleged facts. Accordingly, reports received must meet at least the following requirements: <\/p><ul><li>A clear and detailed account of the facts.<br \/>Identification of the section and location where they took place.<\/li><li>The name and contact details of the complainant and their relationship with PROA SUR S.L., to facilitate the analysis and follow-up of the complaint.<\/li><li>Identification of the individuals involved in the reported behaviour or who are aware of it.<\/li><li>El momento en el que tuvo lugar o est\u00e1 teniendo lugar el suceso.<\/li><li>Quantification, where possible, of the impact of the reported event on the financial statements, where applicable.<\/li><li>Provide, if deemed necessary, any documents, files or other information deemed relevant to the assessment and resolution of the complaint.<\/li><\/ul><h2 style=\"letter-spacing: normal\"><span style=\"letter-spacing: 0px\">Processing times<\/span><\/h2><p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\">Once the complaint has been received, an acknowledgement of receipt will be sent to the complainant within a maximum of 7 calendar days of receipt.<\/p><p class=\"font-claude-response-body break-words whitespace-normal\" dir=\"ltr\">The maximum time limit for responding to the complaint is three months from the date of acknowledgement of receipt (or from the expiry of the seven-day period, if no such acknowledgement has been sent). This time limit may be extended to six months where the complexity of the case so requires. <\/p><h2 style=\"letter-spacing: normal\"><span style=\"letter-spacing: 0px\">Pol\u00edtica de Privacidad del Canal de Denuncias<\/span><\/h2><p dir=\"ltr\">The processing of personal data provided via this Whistleblowing Channel is governed by our <a href=\"https:\/\/www.proasur.com\/en\/privacy-policy-whistleblowing-channel\/\">Whistleblowing Channel Privacy Policy.<\/a><\/p><\/div><\/div><\/div><\/section>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fcdfab5 elementor-widget elementor-widget-ld_button\" data-id=\"fcdfab5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ld_button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.proasur.com\/formulario-denuncias\/\"class=\"elementor-button btn btn-solid btn-icon-shaped btn-has-label\"\t\t\t>\n\t\t\t\t\t\t\t\t\t<span data-text=\"Attached Form\" class=\"btn-txt\">\n\t\t\t\t\t\tAttached Form\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Whistleblowing Channel The purpose of the Whistleblowing Channel is to receive, record and process reports of irregularities or breaches of regulations committed by employees or companies. This is a confidential communication channel for customers, suppliers, shareholders, etc., associated with PROA SUR S.L. The procedure aims to regulate the receipt, handling, investigation and resolution of complaints [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-10463","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Whistleblowing Channel - Proasur<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.proasur.com\/en\/complaints-channel\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Whistleblowing Channel - Proasur\" \/>\n<meta property=\"og:description\" content=\"Whistleblowing Channel The purpose of the Whistleblowing Channel is to receive, record and process reports of irregularities or breaches of regulations committed by employees or companies. 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