About the Manulife / John Hancock Ethics Hotline
The ethics hotline is a phone and web-based communications tool that offers
Manulife/ John Hancock employees a confidential way to report suspected unethical,
unprofessional, illegal or fraudulent activity conducted by others associated with the Company.
All information is kept confidential and all reports will be taken seriously. Telephone and web
reporters may remain anonymous. The Company strongly encourages employees to attempt to resolve
issues through their management before using the ethics hotline. The ethics hotline is not
intended for reporting questions or concerns regarding performance, discipline, and human
resources policies on such issues as dress code violations, personality conflicts and disputes
between employees that would not be considered fraudulent conduct. However, if an employee does
not feel comfortable talking to their manager and/or Human Resources, they may report the matter
to the ethics hotline. While the ethics hotline is intended primarily for the use of employees,
third-parties (e.g., vendors, suppliers, sub-advisers, etc.) may also report suspected
unethical, unprofessional, illegal or fraudulent activity.
No. The ethics hotline is primarily intended for the use of Manulife employees.
Any customer concerns should be directed to the appropriate customer service or compliance unit.
An ethics hotline has been and continues to be one part of the Company’s
overall mission to conduct business according to the highest standards of honesty and fairness.
The use of a hotline is another tool employees may use to help us achieve this goal. The Company
strongly encourages employees to attempt to resolve issues through their management before using
the ethics hotline.
EthicsPoint is a solution provided by NAVEX, an independent company,
that provides a comprehensive, secure and, if desired by the reporter, anonymous, telephone and
web-based tool for reporting suspected unethical, unprofessional, illegal or fraudulent activity
conducted by others associated with the Company.
The Privacy Statement for NAVEX appears at the lower right hand corner of the EthicsPoint
webpage.
No. You may report suspected or potential illegal or unethical behaviour
without fear of retaliation. Retaliation is prohibited under law and the Company's Code of
Business Conduct and Ethics.
When and Why to Report
We certainly do. In fact, we need you to report. You may have initial knowledge
of an activity that may be cause for concern. Your reporting can minimize the potential negative
impact on the Company. Also, offering positive input may help identify issues that can improve
the way we work.
EthicsPoint is a communications tool providing an avenue for sharing
information of any kind that you regard as potential violations of Manulife’s Code of Business
Conduct and Ethics. This may include concerns regarding unethical, unprofessional, illegal,
fraudulent or other questionable behaviour including but not limited to:
- Accounting and auditing practices
- Confidentiality, privacy, and intellectual property
- Conflicts of interest
- Illegal or suspected illegal acts
- Reputational risk
- Unfair business practices or misrepresentation
The ethics hotline is not intended for reporting questions or concerns
regarding performance, discipline, and human resources policies on such issues as dress code
violations, personality conflicts and disputes between employees that would not be considered
fraudulent conduct. However, if an employee does not feel comfortable talking to their manager
and/or Human Resources, they may report the matter to the ethics hotline
Your questions or concerns regarding performance, discipline, harassment,
discrimination and human resources policies may be addressed to your management, Employee
Relations or Human Resources contact.
Privacy
EthicsPoint does not generate or maintain any internal connection logs with IP
addresses, so no information linking your PC to EthicsPoint is available. With fewer than 12% of
reports generated during business hours, most people prefer to report from the comfort of their
home after hours and on the weekend. Ethics Point is a third party service provider and is
contractually obligated to not report any IP addresses.
The EthicsPoint system is designed to protect your anonymity. However, you as a
reporting party need to ensure that the body of the report does not reveal your identity by
accident, for example, “From my cube next to Jan Smith…” or “In my 33 years…”
File a report. EthicsPoint can help you prepare and file your report so it can
be properly understood. We'd rather you reported a situation that turned out to be harmless than
let possible unethical behavior go unchecked because you weren't sure. Please note, the hotline
is not intended for reporting questions or concerns regarding performance, discipline, and human
resources policies on such issues as dress code violations, personality conflicts and disputes
between employees that would not be considered fraudulent conduct. However, if an employee does
not feel comfortable talking to their manager and/or Human Resources, they may report the matter
to the ethics hotline.
Reports are entered directly on the EthicsPoint secure server to prevent any
possible breach in security. EthicsPoint makes these reports available only to specific
individuals within the company who are charged with evaluating the type of violation and
location of the incident. Each of these report recipients has had training in keeping these
reports in confidence. The EthicsPoint system and staff are trained and committed to ensure that
no report is ever shared with implicated parties, their peers, or subordinates.
Consistent with the admonition to avoid conflicts of interest which is set
forth in Manulife’s Code of Business Conduct and Ethics (“A “conflict of interest” occurs when
your private interest interferes in any way with the interest of the company” Code, p. 16, et.
seq.), the Global Compliance Office takes all reasonable measures to help ensure that any
EthicsPoint investigation and/or fact gathering process is conflict-free. By way of example, if
a supervisor is named by a Reporter as the alleged subject engaged in the conduct complained of,
then the supervisor shall not direct nor participate the investigation and/or fact gathering
process, but the supervisor may be asked to submit to an interview and/or supply information.
Similarly, in the event that EthicsPoint allegations are lodged against the
CEO, COO, the Global Compliance Chief, or all of the Global Compliance Office Level 1 Users of
EthicsPoint, then the EthicsPoint system, pursuant to a set of instructions, shall refer such
matters to a pre-defined set of designees to help ensure a conflict free investigation and/or
fact gathering process.
When you file a report at the web site or via an international toll-free
number, you receive a unique user name and are asked to choose a password. You can return to the
EthicsPoint system again either by Internet or telephone and access the original report to
answer questions posed by a company representative and add further information that will help
resolve open issues. We strongly suggest that you return to the site in the time specified to
answer company questions. You and the company now have entered into an “anonymous dialogue”
where situations are not only identified but can be resolved, no matter how complex.
All EthicsPoint correspondences are held in the same strict confidence as the
initial report, continuing under the umbrella of anonymity.
There is a section in the report for identifying yourself, if you wish.
No. You may report suspected or potential illegal or unethical behaviour
without fear of retaliation. Retaliation is prohibited under law and the Company's Code of
Business Conduct and Ethics.
How to Report
Yes you may. By giving you choices, EthicsPoint helps ensure that employees can
file a report anonymously and in the manner most comfortable or convenient to them.
A report from home, a neighbor’s computer, or any Internet portal will remain
secure and anonymous. An Internet portal never identifies a visitor by screen name and the
EthicsPoint system strips away Internet addresses so that anonymity is totally maintained. Plus,
EthicsPoint is contractually committed not to pursue a reporter’s identity. To report from
outside the Company, simply go to www.ManulifeEthics.com.
You can file an EthicsPoint report from any computer that can access the
Internet by going to www.ManulifeEthics.com.
You can file from home. Many public locations, including the public library, have Internet
computers. If you don’t have access or are uncomfortable using a computer, you can call the
EthicsPoint toll free hotline which is available 24 hours a day, 365 days a year.
From Canada and the United States, dial toll free
866-294-9534.
From other countries, click here.
Yes. You will be asked to provide the same information that you would provide
in an Internet-based report and an interviewer will type your responses into the web site. These
reports have the same security and confidentiality measures applied to them during delivery.
Ask Global Compliance
If you have a question or concern you may contact the following Global Compliance Office
staff:
Kevin Cloherty
Global Compliance Chief
617-663-2375 x 732375
Sören Seitz
Deputy Global Compliance Chief
852-2510-3563 x 663563
Kevin Askew
Global Chief Financial Crimes and Anti-Money Laundering Officer
617-663-2453 x 732453
Robin Pak
AVP & Senior Counsel, Global Compliance
617-663-2005 x 732005
Elena Papoulias
AVP & Counsel, Global Compliance
617-663-4214 x 734214