FAQ’s for the Open Door Process

Confidentiality Disclaimer: While prioritizing your agency, resolution and process may be altered due to legality and compliance, depending on your state and province.

1. When can I expect to hear back from P&C?

You should hear back from P&C team member within 2 business days. (Monday through Friday)

2. Can I file a complaint anonymously?

Yes, you can. You are required to have an email, so we can reach out to you for more details, but it does not have to be your Lush email.

3. Can I lose my job for filing a complaint?

No. We as a business are committed to supporting you through this process. Your job is not at risk for reporting harm that you have experienced at Lush. You will be communicated with throughout the process to ensure you are supported, and to ensure no retaliation has occurred.

4. Can I talk to someone instead of filing a written complaint?

Yes. You can request a phone call through the Open Door form by supplying your name and phone number. You may also request visit one of your P&C Business Partners if they are located onsite.

5. How long will the whole process take?

It is case by case. After we receive a claim, we will reach out for more information within two business days. We will then start the investigation process.  How quickly this proceeds, will depend on how many people need to be involved and how fast we can contact them.

6. What are the steps in this process?

Click here to view the Open Door Process [hyperlink for the Infographic once published]

7. What if I’m not willing to participate in the investigation process?

We will respect that. However, if we are not able to conduct an investigation, the claim will be archived.

8. Am I putting my career at risk?

No - we take retaliation very seriously. If you notice any person, including your manager using retaliation behaviors against you, contact your People and Culture Business Partner right away. We understand it takes energy and courage to come forward.  Your bravery helps us to keep the Lush community safe for all.

9. Will the person who I complained about be notified?

In order to conduct the investigation, we will need to contact the person you filed a concern about. We will discuss anonymity with you before we do. If you want to file a concern without them knowing it was you, we will review with you how this affects the process of resolution.  

10. What will happen to the person I am complaining about?

After concluding the investigation and collaborating with you, the P&C Business Partner will make a final decision. Based on the seriousness of the complaint and the impact of harm, consequences could include training completion, a verbal or written apology, a mediated or facilitated  conversation, etc. There are some instances when the outcome of the investigation could lead to termination. In this circumstance the People and Culture Business Partner will pursue the termination through the proper avenues and notify you at an appropriate time.

11. Will my Manager’s Supervisor be notified?

Depending on the situation, your Manager’s Supervisor may have to be notified. This will be discussed with you prior.  In most cases, your anonymity can be protected.

12. Can I stop this process if I change my mind?

Yes, you can withdraw your concern at any time. However, if a concern involved illegal activity, we have a duty to continue the investigation to ensure that other Lush team members.

13. What are my options for resolution?

The P&C Business Partner will contact you and help you decide which method is more suitable for your situation. These typically involve a mediated or facilitated conversation, advice on how to approach the situation one-on-one, mandatory training completion, etc.

14. Can I file a complaint on behalf of a co-worker?

Yes, you can. Anybody who witnesses behavior that is in contravention of our anti-harassment policy should report it, as this type of behavior negatively affects the whole Lush community  However, avoid speaking for another person’s experience  Should you be concerned for another’s experience, speak with them first.

15. Can I file a complaint against a third-party company?

Yes, you can. Contractors follow the same protocol as Lush employees when working within our premises.

16. What happens if I choose the option of notifying an executive?

That option gives the executives access to the information on your form. It aims to give more visibility to specific cases if the staff chooses to do so. Please be aware that executives will not be part of the resolution process.

17. What kind of concerns are appropriate for this form?

Concerns regarding work-related conflict are appropriate for this form. Chances are if you are feeling violated at work, and you don’t feel comfortable addressing the issue with your supervisor, it is a cause for a concern form. See the following links for more information on behavior that violates the Lush policy:

• Anti-Harassment Policy

https://hive.lush.com/Interact/Pages/Content/Document.aspx?id=2135&SearchId=0

• Equal Employment Opportunity

https://hive.lush.com/Interact/Pages/Content/Document.aspx?id=2137&SearchId=0

18. What if the investigation is inconclusive?

If at the end of the investigation, People and Culture concludes that the concern is inconclusive, the file will be archived after taking all the steps to find an alternative that works for you.

19. Where can I find Lush’s policy?

All policies and procedures can be found here.

https://hive.lush.com/Interact/Pages/Section/ContentListing.aspx?subsection=5880

20. The situation caused damage to my mental health. What should I do?

Please consider reaching out using the Employee Assistance Program to access complimentary counseling services near you. See links below for more information.

https://hive.lush.com/Interact/Pages/Content/Document.aspx?id=2117&SearchId=444712&] Canada Employee Assistance Program (Counseling)*

Phone: [phone]
Website: homeweb.ca 

https://hive.lush.com/Interact/Pages/Content/Document.aspx?id=2283] US Employee Assistance Program (Counseling)*

Phone:
•    English: 1-800-854-1446
•    Spanish: 1-877-858-2147

Online:
•    www.lifebalance.net
•    User ID and Password: lifebalance

*These programs can help you find solutions for the everyday challenges of work and home, in addition to  serious issues involving emotional and physical well-being.

If in emotional crisis, contact a nurse practitioner on your League ap (fulltime/part time staff) or your local Crisis Line.

21. Do I need to have witnesses?

You do not have to have a witness in order to file a claim. Any witnesses you identify will be asked if they want to be involved in the investigation, barring extenuating circumstances.

22. Will this be in my personal profile?

Our ticketing system will record that information.  The information is considered confidential  and will not be in an employee record that is visible to anyone outside of the People and Culture team.

23. What happens after the case is closed?

You will receive a follow up invitation from your People and Culture Business Partner to check in with you after the case is closed.

24. What is the business function of a Business Partner?

The People and Culture Business partner is a Human Resource professional who has been trained in conflict resolution, employment law, group dynamics, communication and human behavior.  Their role is to support the business in creating a Lush culture that is respectful and inclusive.  Their role in the Anti-Harassment complaint process is to ensure that concerns can be raised and resolved in accordance with the policy, and in a way that is respectful of the human spirit.