Frequently Asked Questions (FAQs)
What is NAVEX?
NAVEX, Inc. is an independent third party that provides secure and confidential telephone and web-based systems for use by individuals who wish to report a concern or submit an inquiry relating to business conduct. CVS Health is one of many companies that uses NAVEX’s reporting service. The reporting service is available 24 hours per day, 7 days per week, 365 days per year. In addition, NAVEX offers translation services that allow telephone and web reports to be made in many languages.
What happens when I contact the CVS Health Ethics Line?
When you contact the CVS Health Ethics Line, you will be treated with dignity and respect. All concerns reported will be treated in a highly confidential manner to the extent reasonably possible. You will be asked to provide detailed information about your concern so that an investigation can take place. You may choose to remain anonymous when submitting your report; however, doing so, or omitting information such as location, persons involved, and other key details may limit the Company’s ability to investigate your concern.
When you call the CVS Health Ethics Line or submit your report via the web portal, you will be given a report key and asked to create a personal password, which will allow you to view comments and questions, follow up on the report and provide additional information. We ask you to follow up on your report within 5 to 10 business days because the Company may post comments or questions regarding your report, including asking for additional information to enable investigation of your concern. Following up on your report is particularly important if you choose to report anonymously because we have no other means to communicate with you.
What if this is an emergency?
The CVS Health Ethics Line is not an emergency service. Concerns about an immediate threat of physical harm or damage to property should NOT be reported to the Ethics Line. Reports submitted to the Ethics Line may not receive an immediate response. If you require emergency assistance, please contact 911 or your local emergency services. In addition, please report the incident to the CVS Health Emergency Hotline at 1-888-464-2960 as soon as it is safe to do so.
Can I report my concern through the CVS Health Ethics Line without first approaching my supervisor or manager?
Yes. The CVS Health Ethics Line is available whenever you have a question or concern that cannot be readily addressed within your work group or through your supervisor.
Can I report a concern anonymously?
Yes. When you contact the CVS Health Ethics Line, you do not have to identify yourself. Caller ID is not used, and your call is not recorded. Many investigations, however, can be more quickly and effectively completed when you identify yourself because it allows investigators to follow up with you directly. If you choose to identify yourself in reporting your concern, CVS Health will make every effort to hold your name in confidence during the investigation to the extent reasonably possible.
Will I face retaliation for making a report to the CVS Health Ethics Line?
CVS Health prohibits retaliating against anyone for raising, in good faith, a legal or ethical concern or cooperating with an investigation. No one may seek revenge against, or try to “get even” with, any colleague who makes a good faith report, regardless of who is implicated. Retaliation is taken very seriously by CVS Health, and if it occurs it will result in discipline up to and including termination of employment.
Does management really want me to report?
Yes. Reporting a concern can minimize the potential negative impact on the Company, colleagues, patients, and customers, and help alleviate a difficulty you might be facing. Also, offering input may help identify issues that can improve corporate culture and the Company’s overall performance.
How do I find out the outcome of the report I made?
When you call the CVS Health Ethics Line or submit your report via the web portal, you will be provided with a report key and asked to set a password, which will allow you to access the status of your report, including the completion of the investigation and closure of the matter.
To protect the privacy and confidentiality of everyone involved, specific details on the status and outcome of the investigation will not be provided. If the reported allegations are substantiated, please be assured that appropriate actions will be taken.
What should I do if I lose my report key or password?
If you no longer have your report key or password, you will not be able to access your report and you will be required to file a new report. The use of the report key and password is necessary to maintain a high level of confidentiality. You can mention in your new report that this matter relates to another report you previously filed.