Caring for Mama is committed to treating the people and communities affected by our work with respect, fairness and care. We welcome feedback and provide a process for customers, care recipients, contractors, suppliers, community partners and other stakeholders to raise concerns about our business practices or impacts.

What concerns can be submitted?

A grievance may relate to Caring for Mama's products, sourcing or supplier practices, marketing and communications, working relationships, environmental or community impacts, or other business practices that may negatively affect a stakeholder.

Routine customer service matters, such as order status, shipping or returns, may be directed through our regular customer service channels.

How to raise a concern

Concerns may be submitted to hello@caringformama.co. Please provide enough information for us to understand the issue and, when possible, how you would like to see it addressed.

What happens after a concern is submitted

Caring for Mama will:

1. Acknowledge receipt within five business days.
2. Review the concern and determine whether additional information is needed.
3. Determine appropriate next steps and, when appropriate, seek input from the people involved.
4. Provide updates as the concern is reviewed and aim to communicate an outcome or proposed resolution within 15 business days. If additional time is needed, we will communicate the reason and expected next steps.
5. Confirm when the matter has been resolved. If a concern is not accepted as a grievance under this process, we will explain why.

Protection from retaliation

Caring for Mama does not tolerate retaliation against anyone who raises a concern in good faith or participates in resolving one. Concerns will be handled respectfully and information will be kept confidential to the extent reasonably possible while allowing us to investigate and respond appropriately.

Resolution

Where a grievance is substantiated, Caring for Mama will work toward an appropriate resolution based on the circumstances. This may include correcting an issue, changing a practice, providing additional information, working with a stakeholder or supplier to address the concern, or taking other appropriate action. The person who raised the concern will be informed of the outcome to the extent reasonably possible.