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4.13 Open Door Communication Policy

Policy Statement

THE COMPANY is committed to fostering open, honest, and respectful communication between all Team Members and management. We believe that transparency and collaboration are essential to a productive and legally compliant workplace. This Open Door Policy applies to all Team Members, regardless of position, and is designed to ensure that concerns, complaints, suggestions, or feedback are addressed promptly, fairly, and without fear of retaliation. Our Open Door Policy encourages Team Members to raise concerns, suggestions, or feedback freely and without fear of retaliation, in compliance with federal law, Georgia state law, and SUBWAY® brand standards.

             

Purpose of this Policy

The purpose of this policy is to:

  • Keep lines of communication between management and Team Members open.
  • Respect each team member’s individuality and personal concerns.
  • Provide multiple channels for Team Members to raise issues, suggestions, or complaints.
  • Ensure concerns are addressed promptly, fairly, and in compliance with federal law, Georgia state law, and Subway® brand standards.

 

Communication Chanels

  • Initial Reporting:
    • Team Members are encouraged to first raise concerns with their immediate restaurant manager.
    • If the issue is not resolved satisfactorily, Team Members may escalate the matter to the district manager or other designated management officials.
  • Escalation
    • If the team member is not satisfied with the response at this level, they may escalate their concern directly to the district manager or another designated management official.
  • Written Submissions:
    • Team Members may submit written concerns using the Written Concern Form to THE COMPANY. 
    • Written submissions should be made as soon as possible after the event that prompted the concern, to allow for timely review and resolution.
  • Direct Access:
    • THE COMPANY’s “open door” means that Team Members are free to speak with any management official at any time, without penalty.

 

Anti-Retaliation Commitment

  • No Team Member will be disciplined, discharged, demoted, or otherwise penalized for raising a good-faith concern, complaint, or suggestion.
  • Retaliation of any kind against a team member who exercises their rights under this policy is strictly prohibited and will result in corrective or disciplinary action, up to and including termination.
  • This includes concerns related to wages, workplace safety, harassment, discrimination, scheduling, or other terms and conditions of employment protected under federal law (Title VII, ADA, FLSA, NLRA, OSHA) and Georgia state law.

 

Confidentiality

  • THE COMPANY will make every reasonable effort to maintain confidentiality throughout the investigation and resolution process.
  • However, complete confidentiality cannot be guaranteed, as some disclosure may be necessary to investigate and resolve the matter, or to comply with the law.]

 

Management Responsibility

  • All managers receiving a complaint or concern are required to:
    • Listen respectfully and document the concern.
    • Management will attempt to resolve concerns promptly and explain the resolution, even when it differs from the Team Member’s requested outcome.
    • Provide a timely response to the team member, even if the resolution is not the outcome the team member sought.
    • Take immediate steps to investigate or escalate the issue.


Team Member Reasonability 

  • Team Members are expected to raise concerns in good faith and as promptly as possible.
  • While concerns are under review, Team Members are expected to comply with existing THE COMPANY policies and procedures.
  • Team Members are encouraged to remain engaged until a resolution or explanation is provided, even if the final decision is not the outcome they sought.


Additional Rights

  • Nothing in this policy prevents Team Members from exercising their legal rights, including but not limited to:
    • Filing a charge or complaint with the EEOC,
    • Contacting OSHA about safety hazards,
    • Exercising rights protected under the National Labor Relations Act (NLRA), or
    • Reporting violations of law to other state or federal agencies.
  • This policy does not create a contract of employment and should be read together with THE COMPANY’s at-will employment policy.

 

Engagement and Participation

We encourage all Team Members to stay informed and involved by:

  • Exchanging ideas and concerns with managers,
  • Reading THE COMPANY communications (team member portal, team member emails, bulletins, newsletters, training videos), and
  • Offering suggestions to improve guest service, safety, and restaurant operations.
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