What is an ethics concern?
An ethics concern is one that involves alleged conduct or business practices that are inconsistent with the law, our Code of Business Conduct and Ethics or our policies.
How do I report an ethics concern?
Coupang provides various channels for you to report an ethics concern. You can discuss your ethics concern with your manager, anyone in their management chain, Coupang’s Ethics & Compliance department (at compliance@coupang.com) or with the Investigations department. You can also report your ethics concern using any of the following channels:
- Visit the ethics.coupang.com website and select the “Make a Report” link at the top of the web page to fill in a form to submit your ethics concern.
- Call the Coupang Ethics Hotline toll-free numbers listed on the website for your respective geographical location.
- Send an email to Coupang. The addresses for each of the Coupang entities are listed on the website.
Who may contact the Coupang Ethics hotline?
Coupang encourages all of our stakeholders to contact the Coupang Ethics hotline to voice their ethics concerns.
Stakeholders include our employees, fixed term/daily/flex or contract workers, our customers, suppliers, and other third parties and individuals who are engaged in business activities with us.
Who operates and manages the Coupang Ethics Reporting channels?
Coupang Ethics Hotline (Web intake form and phoneline) are operated by NAVEX Global, a third-party vendor, that is independent from Coupang. Ethics reporting email addresses are directly managed by Coupang’s Investigations department. In all cases, privacy and confidentiality will be respected in accordance with applicable law.
Why has Coupang engaged with NAVEX for Ethics Concern?
Coupang has contracted with NAVEX to provide independent and confidential hotline system. EthicsPoint is a comprehensive and confidential reporting tool created by NAVEX that enables management and employees to work together to address fraud, abuse, and other misconduct in the workplace while cultivating a positive work environment.
What all languages are supported by Coupang Ethics hotline?
Coupang Ethics hotline supports English, Korean, Chinese and Taiwanese. In case of reports through phoneline, professional interpretations of 150+ languages including but not limited to Korean, Chinese and Taiwanese will be provided for the countries at which primary language is not English.
Will my contact with the Coupang Ethics Hotline be confidential and anonymous?
Yes. All contacts with the Coupang Ethics Hotline are confidential; meaning your contact will be kept private by Coupang and information about your contact will be shared only on a need-to-know basis in order to investigate your ethics concern to the extent possible. Confidential contacts can be made by visiting the ethics.coupang.com website and using the “Make a Report” web intake form, calling the Coupang Ethics Hotline, or contacting Coupang directly by sending an email to the email addresses listed on this website (or by contacting Ethics & Compliance or Investigations departments).
To remain anonymous (meaning that Coupang will receive no personal details about you), you can submit an ethics concern by visiting ethics.coupang.com and using the “Make a Report” web intake form (you will need to select the anonymous option) or by calling the Coupang Ethics Hotline and stating that you wish to remain anonymous.
Emails and calls that are made direct to Coupang will show your contact information, so if you wish to remain anonymous, use the channels listed above instead.
When calling the Coupang Ethics Hotline, these are your options for providing your personal details: (i) provide your personal details which will be provided to Coupang, or (ii) remain anonymous and not provide any of your personal details.
What happens if I report an ethics concern through the website?
If you have reported your ethics concern to the Coupang Ethics Hotline or through the “Make a Report” web intake form, details about your ethics concern will be documented and sent to the Coupang’s Investigations department. After you submitted web intake form, you will receive a Report Key and be asked to create a password. You can follow up on a previously submitted report using report key and password.
Coupang takes all reported ethics concerns seriously and will investigate to determine if any law, our Code of Business Conduct and Ethics or our policies have been violated. Regardless of the channel through which you report your ethics concern, it will be kept confidential to the extent possible. If you have shared your personal details, the investigator may contact you to assist with the investigation.
Coupang is committed to protecting the integrity of every investigation, including protecting reporters and witnesses from harassment, intimidation, and retaliation. If you report an ethics concern, you must maintain confidentiality and not discuss your report or the investigation process with others.
Once the investigation is complete, the report is reviewed to ensure that all ethics concerns were thoroughly investigated. If the ethics concern is substantiated, Coupang will take prompt and appropriate actions. Disciplinary and corrective action will be taken if necessary. Conclusions of the investigation may remain confidential though the investigation status will be communicated to the reporter.
What happens if I report an ethics concern through phoneline?
The Coupang Ethics Hotline is operated by a third-party vendor that is independent from Coupang. An agent will ask questions about your ethics concern and will submit a detailed report to Coupang’s Investigations department for review and follow up. Callers will receive a unique, randomized number called a “Report Key” and will be asked to choose a password to follow up report. Callers can check status using “Follow up report” or add more detail or answer questions by a company representative.
Without sufficient detail, it may be difficult or impossible for Coupang to review and handle your ethics concern appropriately. Regardless of whether you choose to remain anonymous, your ethics concern will be kept confidential to the extent possible. Retaliation against anyone who reports an ethics concern is prohibited.
How will I receive a response to my ethics concern?
We will respond in a way that is most likely to be received by the person making the report. At the end of online or phoneline report, you will receive a Report Key and be asked to create a password. You can monitor progress on a previously submitted report or add questions using the Report Key and password. Coupang shall acknowledge the receipt of concerns reported via email in a timely manner. Please note that Coupang may not share outcome of the investigation with you; however, you shall be informed about completion of the investigation.
What if I remember additional information about the incident after I file the report?
At the end of web report or phoneline report, you will receive a Report Key and be asked to create a password. You can click “follow up report” and add any additional information for the previously submitted report. Any additional details can be submitted via an email, if original concerns were reported through email.
What if I lose my Report Key or forget the Password I created?
To ensure that security and confidentiality is maintained, if you lose your report key or password, you will need to file a new report. Mention in the new report that it is related to a report or question you previously submitted.
Will I be retaliated against for reporting an ethics concern?
Coupang is committed to creating a work environment where everyone can report ethics concerns in good faith without fear of retaliation. Coupang prohibits retaliation against anyone who makes a good faith report about a suspected or known ethics concern or participates in an investigation. Good faith means that you have made a genuine attempt to provide honest and accurate information, even if you are later proven to have been mistaken. Coupang may discipline anyone who knowingly makes a false accusation or has acted improperly.
Retaliation includes any form of disadvantage, including giving unfair performance evaluations or limiting opportunities for work or training. Retaliating against anyone who has reported an ethics concern or participated in an investigation is also grounds for disciplinary action. Employees who believe they have experienced retaliation should report it to their manager, anyone in their management chain, the Coupang Investigation department, or by using any of the speak up channels.
Should I only report known ethics concerns?
No. You should report both suspected and known ethics concerns with a good faith and no mala-fide intention.
Can I contact the Coupang Ethics Hotline about general internal issues?
Coupang provides various channels, including the Coupang Ethics Hotline, for you to report ethics concerns. You should not use these channels: (i) to report emergency matters that require immediate notification. If you require emergency assistance, please contact your local emergency services, (ii) for any grievances you may have in relation to your terms of employment. These matters should be raised with the People department through the usual channels, (iii) to settle personal disputes, or (iv) to make accusations which you know to be false (which may lead to disciplinary action).
Can I contact the Coupang Ethics Hotline about general external stakeholder issues?
Coupang provides various channels, including the Coupang Ethics Hotline, for external stakeholders (including Customers, suppliers, and other third parties and individuals with whom we do business) to report ethics concerns. You should not use these channels to raise general support issues or complaints. These matters should be raised through the appropriate stakeholder support channels.
Will I be told if disciplinary or corrective action is taken regarding an ethics concern I reported?
Investigations and any disciplinary result or corrective action are confidential. Coupang may provide you with this information where required by law or where it is appropriate to do so; however, since this is confidential information, you generally will not be provided with specific details regarding disciplinary or corrective action that may have resulted from your report. You will be informed when the investigation has been completed.
Is there any reward associated with reporting concerns?
Coupang does not provide any monetary rewards.
What if my manager is involved in the violation? Will they get a copy of the report?
Reports submitted through Coupang Ethics hotline are only provided to Coupang investigation team and is not shared with reporter’s manager. Coupang will treat all disclosures of suspected wrongdoing in a confidential and sensitive manner and maintain your privacy.
