Commitments
Code of Ethics
How we take care of the people, the spaces and the relationships of Bioma Food Hub — and the path to complain when something goes wrong.
The primary goal of Bioma Food Hub is to make it easier for people and companies committed to effective change in the world to work and engage through impact work. In this way, they can live with better quality of life and contribute to the global community of change-makers.
Our intent is to have a community workspace for people with different life experiences and professional backgrounds. That is why we commit to delivering a friendly, safe and welcoming space to everyone who comes to Bioma Food Hub, regardless of race, gender identity, sexual orientation, socioeconomic status, religious beliefs or physical appearance.
This code of conduct reflects the behaviour we expect from everyone who uses our space: whether a member, an event organiser, a visitor or a guest. It applies not only to our physical space, but also to online networking spaces and every other event that revolves around Bioma Food Hub.
We therefore invite collaborators, leaders, event organisers and everyone else who takes part in and follows our activities to help us create a safe environment that generates positive experiences for all.
Just as we want to create an environment with a plurality of ideas, we expect members to contribute authentically and provocatively, always helping to look after the space that belongs to everyone. That is how we understand you will help the community last as a resource. In your words and actions, be mindful of respect. Seek collaboration and negotiation before entering into any kind of conflict. Remember that there are many forms of understanding and expression. Refrain from belittling, discriminating against or offending anyone through inappropriate behaviour or speech. Be aware of your surroundings and of the other members. Apologise sincerely in case of friction. Consider that the effects of your actions may be greater than your actual intention. Step in, or call someone to help, if you witness abusive behaviour of any kind. If you notice a dangerous situation, alert a member of our staff, an event organiser or anyone else responsible who is around at the time — even if the situation does not appear to carry great risk.
3.1 Respect above all
Unacceptable behaviour includes: intimidation, discrimination, harassment and anything else that may intimidate any person who is part of our community.
Harassment is defined as: spoken or written expressions that hurt or harm another party. These include comments related to race, gender identity or expression, sexual orientation, physical conditions, socioeconomic status, religion or physical appearance; inappropriate use of nudity or sexual images (including in slide presentations); deliberate intimidation, stalking or following, non-consensual photography or recording; sustained disruption of another person's work, or of related events; inappropriate physical contact, and inappropriate sexual attention.
3.2 Confidentiality and personal data
Day to day, we get to know the resident brands, the clients and the partners closely. We treat that information confidentially and share nothing without authorisation, because trust is the foundation of our community.
We look after personal data in accordance with the Brazilian General Data Protection Law (LGPD): we collect only what is necessary, use it only for the stated purpose and protect access to it.
3.3 Safety in the spaces
The kitchens and the other Bioma spaces are shared. We therefore ask that their use follow the usage rules, the terms of use and the inspection guidelines for each space. That care protects whoever is using them and whoever comes next.
If you notice any risky situation, tell the team right away.
3.4 Care for the environment
We work to reduce food waste, energy and water consumption and waste generation, both in our operation and at events. We separate our waste and give each type the right destination, with the support of a specialised partner.
3.5 How we talk about our impact
Social and environmental impact is at the centre of what Bioma is. That is why we take care that everything we say about it is true. This applies to social media, newsletters, the website, proposals, presentations and conversations with the press and with partners.
- We only claim what we can prove. When we use data or figures, they come from reliable sources, and we say which. If a figure has no source, we rewrite the text so that it does not depend on it. When we talk about what Bioma itself does, we hold the record that shows it is true.
- We tell what we do, including what is not good yet. We do not use "sustainable", "impact-driven" or similar expressions without explaining what lies behind them. What is still a plan, we present as a plan. When our activities generate any relevant negative impact, we speak about it transparently and say what we are doing about it.
- We credit those who build with us. When a piece of content is made with specialists, residents or partners, we make clear who wrote what.
- We look after the people who appear in our communication. We only publish photos and videos in which someone can be identified when that person has been informed and agreed. If someone asks to be taken out of a post, we remove it.
- Bioma team. We want an environment of respect, open conversation and professional development. We work to distribute roles fairly and to recognise extra effort, such as working at events in the evening and on weekends.
- Resident brands. We deliver what was agreed, support each brand's entrepreneurial journey and take care that the shared space works well for all of them.
- Event clients. We give clear information about conditions, prices and usage rules, and we deliver what was agreed. We listen to the feedback from every event to do better in the next one.
- Suppliers and service providers. We negotiate transparently, honour contracts and payment deadlines, and work with partners who respect the law and the principles of this code.
- Partners (shareholders). We keep clear information about how Bioma is doing and make decisions consistent with our values.
- Neighbours. We respect the surroundings and work to reduce nuisances such as noise, movement and waste on event days. If something is not right, we want to know, and our complaints channel is for you too.
- Partners and organisations in the food ecosystem. We build partnerships transparently, share knowledge and take care that what we say matches what we do.
If something has gone wrong, we want to know. Listening to what bothers people is part of caring for the community.
5.1 Who can use it, and how
Any person or organisation that has a relationship with Bioma can send a complaint or a report to ouvidoria@biomafoodhub.com. That address is always published on our website.
So that we can help faster, tell us in your message:
- your name and contact details, or whether you prefer your identity to stay confidential;
- what your relationship with Bioma is;
- what happened, when and where;
- who was involved, if you know;
- what you would like to happen to resolve it.
We also accept messages without identification, but they may limit the investigation and our reply.
5.2 What this channel handles
We receive complaints and reports about:
- Bioma's services, spaces and service to people;
- the impact of our activities on the neighbourhood or the environment;
- breaches of this code, including discrimination, harassment and retaliation.
Some matters have more suitable paths:
- questions about the team's day-to-day conduct or about the performance of contracts can be sent straight to ola@biomafoodhub.com;
- commercial negotiations, such as quotes and conditions, follow the usual channels;
- suggestions and compliments are always welcome and go to the team responsible;
- matters unrelated to Bioma fall outside this channel.
When a message does not come in as a complaint, we explain why and point to the best path.
5.3 Stages and deadlines
Stage What happens Deadline Receipt We confirm that your message arrived Within 2 business days Review We tell you whether it will be handled as a complaint Within 5 business days Investigation We hear the people involved and gather information Within 15 business days Reply We present the outcome and the proposed resolution At the end of the investigation Closing We confirm with you that the matter has been resolved Within 5 business days after the resolution Receipt
We confirm that your message arrived
Deadline: Within 2 business days
Review
We tell you whether it will be handled as a complaint
Deadline: Within 5 business days
Investigation
We hear the people involved and gather information
Deadline: Within 15 business days
Reply
We present the outcome and the proposed resolution
Deadline: At the end of the investigation
Closing
We confirm with you that the matter has been resolved
Deadline: Within 5 business days after the resolution
If we need more time at any stage, we tell you before the deadline runs out, explaining why and giving the new deadline.
5.4 Who handles complaints
Complaints are handled by the Operations Coordination. When they involve the Operations Coordination, they go to the founder. When they involve the founder, the person who complained may ask for someone from outside Bioma, trusted by both parties, to follow the investigation.
5.5 How we seek a resolution
Every case is unique. Depending on the situation:
- we talk with you to understand what you expect;
- we hear everyone involved;
- we propose a solution;
- we call in someone not involved in the case to mediate, when there is conflict between the parties;
- we refer the matter to the competent authorities, when the law requires it.
5.6 How we keep you informed
You hear from us by e-mail at every stage:
- confirmation that we received your message;
- whether it will be handled as a complaint and, if not, why;
- updates, if the case takes longer;
- the outcome;
- confirmation that it has been closed.
We record every message we receive, including those that do not come in as complaints. That is how we follow each case and learn from them.
No one should be afraid to speak up. That is why we make these commitments:
- no one is punished, loses a contract or is treated worse for making a good-faith complaint;
- you may ask for your identity to stay confidential;
- from the start, we tell you who will handle the case and who else will need to know about it;
- we only share information with other people with your consent, except where the law requires it;
- the outcome stays confidential between the parties involved;
- the record of complaints can only be accessed by whoever is handling the case;
- the investigation is conducted impartially, and anyone involved in the case takes no part in the decision;
- retaliation or a breach of confidentiality is considered a serious breach of this code;
- if you suffer any retaliation, you can report it through the same channel.
Inappropriate behaviour by any member, staff member, event organiser or visitor of Bioma Food Hub will not be tolerated. Any individual must comply with a request to stop inappropriate behaviour. Further action may be taken by us if we judge it necessary, including suspension of activities at Bioma without prior notice and without refund of membership fees or charges already paid.
- Who follows it: the Operations Coordination, with support from management.
- Acknowledgement: everyone on the team and the providers who act on Bioma's behalf sign an acknowledgement when they arrive.
- Review: once a year, or sooner if something important changes.
- Approval: the founder.
- Where to find it: on the Bioma website.
We seek the good of everyone, and we will do our best to co-create a fair community, grounded in solid values and an inclusive, attentive organisational culture.
The Bioma team
Complaints and reports
Anyone can use this channel, including anonymously. We reply within 2 business days. Write to ouvidoria@biomafoodhub.com.
Write to us