Customer Service Policy

1. Customer Experience

Our team’s goals include:

• Nurturing a culture of continuous improvement, both within our company and throughout the process of manufacturing, distributing our products.
• Delivering products in a way that maximizes positive economic, social and environmental impact for our customers.
• Resolving project-related issues collaboratively and openly through our online forums and through our dedicated customer support channels.
• Ensuring that our customers can participate in engagement processes and feedback mechanisms by providing direct support, including by providing coaching and direct technical support related to the platforms and tools we utilize to obtain customer feedback.
• Facilitating customer reviews to improve the quality and delivery of our products.
• Regularly reviewing any suggestions that are intended to improve our service levels and quality, as made by both our customers and our team members.
• Recording and reviewing all issues raised by clients, customers and team members in order to improve our products, policies, manufacturing, distribution and delivery standards, wherever possible.
• Ensuring that our team members treat customers in a professional, courteous and helpful manner. Customers can expect us to respect their privacy and dignity. We are fully committed to treating people as individuals, providing equality of opportunity for all our employees and equal treatment for our customers.
• Just as our team members maintain a commitment related to how our customers are to be treated, our team members expect equal respect, consideration, fair and non-discriminatory treatment from our customers. Should our team members raise issues related to discriminatory client behavior as related to a team member’s race, age, ethnic origin, religion, economic status, political opinion, gender identity, or marital status, we ensure the matter is appropriately handled in order to protect our employees. This further extends to respect and understanding of a team member’s religious observance and holidays. We reserve the right to terminate a customer or affiliate contract or service agreement with “cause” upon the provision of written notice of the reasons for termination.

2. Our Stakeholder-Driven Approach

We provide a wide range of products and aim to deliver outcomes for customers that meet or exceed product and service-related expectations.

We work closely with our wholesale and while label customers, as well as our affiliates and investees, to continuously improve our products alongside our social and environmental practices.

We further adhere to a non-discriminatory approach, that involves treating all customers and their stakeholders equally without preferential treatment, exclusion or any form of discrimination on the basis of race, age, ethnic origin, religion, economic status, political opinion, gender identity, or marital status. This extends to respect and understanding for a client or customer’s religious observance and holidays. While continuing to support regular channels of customer service and communication, the Maven Bioscience team is developing Stakeholder Engagement initiatives, including:

• A Stakeholder Engagement Board: a formal Board of Advisors which includes customer representation and reviews matters related to overall Maven Bioscience operations, business development, strategy, products, social and environmental impact.
• Stakeholder Engagement Planning Working Groups: Formal working groups which include customer representation and review matters related to specific stakeholder engagement planning initiatives, including the facilitation of engagement from employees, customers, suppliers, affiliates and investees, alongside more groups that are, or maybe, involved in the work of the company and/or affected by the company’s operations from an economic, social or environmental standpoint.