Confirmation of receipt of the report as well as the first answer with regards to the initial assessment of the report based on the information shared, along with a summary of the matter raised and next steps will be provided to the messenger within 7 (seven) working days after the concern was raised via SpeakUp. If necessary (e.g., for investigation purposes) and possible (e.g., if a report was not made anonymously), the Integrity and Compliance Team may contact the messenger to discuss the facts.
Using the unique case number obtained when making the report, the messenger will be able to log in via web or via phone to obtain the receipt confirmation of the report and stay in touch with the Integrity & Compliance Team.
Should the initial assessment result in the start of an investigation, the Integrity & Compliance Team will monitor the progress of handling the report in accordance with the internal procedures and will provide the messenger with feedback, to the extent allowed by law, if sharing such feedback does not jeopardise the inquiry of the report, personal rights of individuals involved or others.
Should the initial assessment result in the closure of the report with no further investigation, the messenger will be informed about the reason and have the possibility to take position on the decision within 30 (thirty) working days before the report will be closed in SpeakUp. The messenger can nevertheless submit a new report via the TUI SpeakUp Line or raise the matter, especially if new circumstances came to light. If the messenger is not satisfied with the outcome of the decision, the concern may be readdressed with TUI and a further review or consideration requested. There may be circumstances during the initial review or investigation of the report where clarification on certain aspects or request for additional documentation from the messenger might be needed. In such circumstances the purpose of seeking clarification or additional documentation will be given and the messenger will be provided with feedback on the status of the report at that time.
Upon closure of the investigation by TUI, the messenger will be informed, to the extent possible, about the findings and about the remedies or follow-up actions resulting from the findings within 3 (three) months after the initial response. If the messenger is not satisfied with the outcome of the investigation, the concern may be readdressed with TUI and a further review or consideration initiated. Following the final response, the report will be closed in SpeakUp Line after 30 working days if no follow-up communication was received from the messenger. For clarification purposes: the implementation of preventive and/or remedial measures will not be affected by this. The messenger can nevertheless submit a new report via the TUI SpeakUp Line.