COLLIERS INTERNATIONAL COMPANY Guiding Principles: Management will fairly and objectively review an employees complaint or problem, without

any form of reprisal toward the concerned employee or any other employee involved in the matter. In addition, management will ensure, to the extent possible, that the complaint is handled in a confidential manner, while providing an objective and impartial review. It would be important to keep the concerned HR Business Partner informed and involved throughout the proceedings. The company has established a three-step complaint resolution procedure that culminates with the final and binding decision by the Line of Business Head, in consultation with the Managing Director.

Step Ladder Procedure:

Under this policy, the aggrieved employee would follow the prescribed step-by-step procedure for getting his/ her grievance redressed: Step 1: Reporting Manager Whenever an employee is confronted with a grievance, he/she presents the problem to the concerned Reporting Manager within ten working days of the alleged complaint incident or the date he / she became aware of it. Step 2: HR Business Partner If an employee is not satisfied with the response in Step 1, he / she may appeal that decision by expressing the complaint, in writing, to the concerned HR Business Partner within two working days of receiving the Step 1 response from his / her Reporting Manager. The concerned HR Business Partner will investigate the complaint and provide a written response within ten working days of the receipt of written complaint. Step 3: Local Line of Business Head If an employee is not satisfied with the response provided in Step 2, then he/she may appeal the decision to the Local Skip Level Manager (Local Line of Business Head/Delivery Head/ Engineering Manager) for a final and binding decision. The Skip

Level Manager will provide a written response to the concerned employee within ten working days, in consultation with the Managing Director. The response will include an explanation for the decision or the appropriate corrective action, as decided. The above-mentioned three-step procedure would apply to a complaint. However, if a particular complaint is against the concerned employees immediate Reporting Manager, he/ she may proceed to Step 2. At each step, a time deadline (not exceeding ten working days) would be established for providing a response to an employees complaint that would be applicable under most typical business situations. These time deadlines would be accelerated to ensure prompt resolution of serious, time-sensitive complaints. It is understood that, at times, some of these time deadlines may be extended to ensure a thorough investigation. All appeals would be made in writing by the concerned employee. All decisions to be communicated to the concerned employee in writing. 1.3. Responsibility:

Human Resources Department would be responsible for verifying the effectiveness of the process and its revision whenever required. 1.4. Formats: Nil 1.5. Exit Criteria: A grievance process would successfully conclude when either the complaint is satisfied with the redressal. Alternatively, the final decision has been provided by the Line of Business Manager, in consultation with the Managing Director.