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Have something to share? We’re here to listen.

If you’ve experienced or witnessed something that doesn’t feel right, or goes against our values, you can share it with us confidentially.

You can submit a grievance using this form. This is open to all stakeholders of Joko, including, partners, contractors, and community.

⚠️ Note: This is not Joko’s customer support channel. We will not respond to customer support inquiries here. For assistance, please reach out to our Customer Support team directly in the Joko app.

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💌  Our grievance resolution process

• Grievances may be reported using this form. If you suspect ,any other unethical, unfair, or harmful behavior, whether affecting internal stakeholders (employees, contractors) or external stakeholders (partners, clients, suppliers, or communities), you can report it confidentially through our dedicated grievances form.

• All complaints/reports will be handled fairly and thoroughly. Violations would result in disciplinary action as deemed appropriate by our Grievances Committee.

• Grounds for accepting a grievance include harassment, discrimination, retaliation, violations of company policies or ethical standards, and unfair treatment or misconduct that affects internal stakeholders (such as employees and contractors) or external stakeholders (such as partners, clients, and suppliers) as well as any behavior that undermines fairness, safety, or our ethical responsibilities.

• Grievance process timeline: Below is the overview of each step in our grievance process, along with the targeted deadlines to ensure timely resolution. Deadlines refer to working days counted from the date the grievance is formally sent via the form.

  1️⃣ Step	👨‍⚖️ Action	📅 Target deadline
  Acknowledgement	Confirm receipt of grievance via email	Within 7 working days
  Preliminary review	Assess validity of grievance and notify if not accepted. If the issue is not deemed as a grievance, a rationale will be provided. Alternative solutions or contacts will also be suggested whenever relevant.	Within 14 working days
  Investigation	Conduct interviews and fact-finding	Within 28 working days
  Resolution	Communicate outcome and rationale

  Possible outcomes: Corrective actions, disciplinary measures, or restorative actions to prevent recurrence. | Within 42 working days | | Extension (if needed) | Notify reporter of delay and provide updated timeline | Ongoing, as necessary |

🛡️ Our whistleblower policy

• Whistleblower definition: A whistleblower is any individual involved in Joko’s activities (such as employees, contractors, interns, or collaborators) who raises concerns or allegations of misconduct in good faith, believing the information to be true.
• Whistleblowers are protected. Any individual reporting misconduct, whether related to internal or external stakeholders, is fully protected against retaliation. Reports can be sent using our grievances form. This will follow the grievance process timelines.
• Mechanisms ensure whistleblower protection. We ensure protection through strict confidentiality (the identity of whistleblowers will only be shared with those directly involved), restricted access to information sharing, and active monitoring by the Grievances Committee to prevent any adverse consequences during and after the process.
• Consequences apply if retaliation is identified. Retaliation is strictly prohibited and will result in disciplinary measures in accordance with Joko’s policies and applicable laws.