Mama Killa World (MKW)
Scope: spiritual/educational & wellness activities (non-medical)
Last updated: 17/10/2025

At MKW, all feedback and complaints are taken seriously as opportunities to improve and to protect group safety, dignity, and trust. This policy explains how to contact us, timelines, and how we handle each case with respect, confidentiality, and non-retaliation.

1) Principles

• Active listening & respect: every message is read in good faith.

• No retaliation: no one will be treated adversely for raising a complaint in good faith.

• Confidentiality: handled on a need-to-know basis.

• Impartiality: facts are reviewed neutrally.

• Safety first: immediate protective measures if any risk is identified.

2) Scope (what this covers)

• Facilitation quality, logistics, accessibility, or communication.

• Conduct incidents (e.g., harassment, discrimination, boundary violations).

• Health & safety concerns (e.g., protocols, first aid).

• Privacy, media, and testimonial use.

• Payments, bookings, refunds, or credits (coordinated with Booking & Refunds).

3) How to submit a comment or complaint

• Official WhatsApp (Curaçao): +599 9 523-5214

• Email: info@mamakillaworld.com

• Suggested subject: “Complaints & Feedback – [Event/Date]”

• Please include:

  • Your name and contact (you may request confidential handling).

  • Date, location, and event/session name.

  • Clear description: what happened, when, who was present.

  • Any evidence (screenshots, messages, photos—avoid publishing others’ identities).

  • What outcome you seek (e.g., clarification, apology, operational change, mediation).

4) Timelines & stages

• Acknowledgement: within 48–72 business hours.

• Initial review: 7–10 business days to assess scope, risk, and next step.

• Initial resolution or action plan: typically within 15 business days.

• Complex cases: if more time is needed, we will share the new estimated timeframe and reason.

5) Classification & handling

• General feedback: process, communication, or logistics improvements.

• Minor incident: resolved via clarification, adjustment, and brief follow-up.

• Sensitive incident: (harassment, discrimination, physical/sexual boundaries, safety). We apply a reinforced protocol: interviews where appropriate, preventive measures, possible separation at events, documentation, and a care plan.

6) Safety & protection measures

• We may pause activities, separate involved parties, adjust spaces/schedules, or ask someone to leave if risk is present.

• In emergencies or potentially unlawful situations, we will contact emergency services or authorities as required by law.

7) Mediation & outcomes

• Where appropriate, we may propose voluntary, confidential mediation.

• Possible outcomes: formal explanations, apologies, protocol updates, operational changes, participant relocation, future attendance restrictions, or expulsion for serious breaches of Conduct Guidelines.

8) Record-keeping & privacy

• An internal record is kept (facts, steps taken, outcome).

• Retention (indicative): up to 3 years (or as required by local rules).

• Shared only with those who must act (responsible staff, emergency services, insurers, or authorities when required).

• Data is handled under Health & Safety – Privacy.

9) Anonymity & third-party reports

• Anonymous reports are accepted; investigations may be limited.

• If reporting for someone else, ensure you have their permission or protect their identity if requested.

10) Conflicts of interest

• If a complaint involves the staff member assigned to review it, the case will be reassigned to another team member to preserve impartiality.

11) Communication of results

• We will share the outcome or action plan, while protecting third-party privacy.

• If you disagree, you may request a secondary review by a different staff member (where possible).

12) Continuous improvement

• Trends from feedback/complaints inform protocols, training, and communication updates.

• This policy may be updated; the current version will be published on our site.

13) Related policies

• Conduct Guidelines – behaviors & consequences.

• Health & Safety – protocols, contraindications, privacy.

• Media & Privacy – captures, testimonials, takedowns.

• Booking & Refunds – payments, rescheduling, refunds/credits.

14) Short site copy (for forms or footer)

We want to hear from you. Send feedback or complaints via WhatsApp +599 9 523-5214 or email info@mamakillaworld.com (subject “Complaints & Feedback – [Event/Date]”). We promise confidentiality, non-retaliation, and a timely response or plan.