Frequently Asked Questions
Answers to frequently asked questions are included here. If you have any additional questions or concerns, reach out to Best Buy’s Ethics Office at [email protected] or 612-291-6143.
Convercent is an independent company that provides secure, confidential telephone and web-based systems for use by those who wish to report a concern regarding unethical behavior or misconduct. Best Buy is one of many companies that contracts with Convercent, an independent third-party, to provide this service 24 hours a day/7 days a week.
Yes. With Convercent, you have the ability to file a confidential, anonymous report via the telephone or the Internet.
Convercent offers secure and confidential services 24 hours a day/7 days a week.
Concerns about an immediate threat of physical harm or damage to property should not be reported to the Open & Honest Ethics Line. If you require emergency assistance, please contact your local emergency services.
There are many ways to report your concerns. The important thing is that you speak up. Your manager is usually in a good position to understand and respond to your concerns. If you’re not comfortable doing that, reach out to the Employee Relations Case Management Team (1-866-692-2947 or [email protected]) or the Ethics Office (612-291-6143 or [email protected]). You may also contact Convercent, an independent third-party, using the Open & Honest Ethics Line by phone (1-833-229-6736) or online 24 hours a day/7 days a week.
Whether a report is submitted using online or by phone, translators or translations are available for those who want to make reports in languages other than English. If reporting is done via telephone, the reporter can select their native language through the translated interactive voice response telephone prompts, which are read in the native pronunciation of each language. A translator will then assist with the report. If reporting is made online, you are able to select your report language from the language menu options.
Unethical conduct, at any level, ultimately hurts the company and all employees, including you. You only have to consider corporate scandals you see in the news to understand the impact of a single lapse in judgment. So, if you know of any incidents of misconduct or unethical behavior, consider it your duty – to yourself and your coworkers – to report it.
Make a report. We'd rather you report a situation that turns out to be harmless than let possible unethical behavior go unchecked because you weren't sure. And rest assured that Best Buy prohibits retaliation against anyone who reports a concern, makes a complaint in good faith or cooperates in an investigation.
If you choose to identify yourself in reporting your concern, Best Buy will make every reasonable effort to hold your name in confidence during the investigation. Many investigations can be more quickly and effectively completed when the reporter is identified because it allows Best Buy's case manager to follow up directly with the reporter.
In all instances, every effort will be made to ensure that information relating to a reported incident is kept confidential and communicated on a need-to-know basis only. Below are the different levels of anonymity you may select:
Remain completely anonymous: You will not reveal your name or contact information. Your identity is completely protected on the incident report. If you choose to make your report anonymously, you will be provided with an access number and asked to create a password. You will need to retain these to return to the report you previously submitted. That will allow you to follow-up and check for status updates and additional questions posted to you by Best Buy’s case manager.
Remain anonymous toward your organization: You are comfortable revealing your name and contact information to Convercent, but not to your organization. Convercent may contact you confidentially to gather additional information about the report yet will not reveal your identity at any time to your organization.
Share my name and information: You do not care about anonymity. You choose to reveal your name and identity to both your organization and to Convercent.
Convercent does not trace phone calls or use Caller Identification. In addition, Convercent does not generate or maintain internal connection logs containing Internet Protocol (IP) addresses, so no information linking your computer to Convercent would be available if you choose to make a report online. Reports from your computer would come through a secure Internet portal which does not trace or show user screen names.
The access number is the identifier for the report or question that you submitted.
At the end of your anonymous telephone call or online report, Convercent will provide you with an access number and ask you to create a password so that you can access the report in the future. It is extremely important that you retain both the access number and the password as both are needed to return to the report you previously submitted. You will be asked to follow-up with the Convercent system again either online or by telephone three to five business days after you make your initial report to continue the “anonymous dialogue.” At that time, you can monitor progress on your report and learn whether any additional information or documents are needed from you by Best Buy’s case manager to further address your concern.
If you choose to make your report or ask a question anonymously, you will be provided with an access number and asked to create a password. It is extremely important that you retain both the access number and the password as both are needed to return to the report you previously submitted. As an anonymous reporter, this is the only way for you to follow-up and check for status updates and additional questions posted by Best Buy’s case manager.
When you make a report anonymously via the internet or by phone, you receive an access number and are asked to create a password so that you can access the report in the future. You will be asked to follow-up with the Convercent system again either online or by telephone (1-833-229-6736) three to five business days after you make your initial report to continue the “anonymous dialogue.” At that time, you can monitor progress on your report and learn whether any additional information or documents are needed by Best Buy’s case manager to further address your concern.
Lost access numbers can be retrieved by working with Convercent’s support team ([email protected]). The support team will work with the reporter to identify their submitted case and receive the associated access number. Best Buy does not have access to reporter access numbers
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 Convercent system strips away Internet addresses so that anonymity is totally maintained. Plus, Convercent is contractually committed not to pursue a reporter's identity.
Convercent is designed to protect your anonymity. However, if you wish to remain anonymous, 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..." Keep this in mind as you prepare a report that you wish to keep anonymous.
Convercent is designed so that implicated parties are not granted access to reports in which they have been named.
Convercent notifies Best Buy's Ethics Office when a concern is received. Your concern will be promptly reviewed and, if necessary, investigated by the team with the appropriate subject matter expertise. Information you provide will be shared only with people who need to know in order to resolve the issue. If the concern is substantiated, Employee Relations will determine what, if any, disciplinary action is needed using the Coaching and Corrective Action Guidelines. The reporter will be notified when the matter is resolved and whether or not your report was substantiated. Additional details of the outcome will likely not be shared to protect the confidentiality of the investigation. Resources for both the reporter and subject of an investigation have been created to provide more transparency to the investigation process.
Best Buy prohibits any form of retaliation against anyone who reports a concern, makes a complaint in good faith or cooperates in an investigation. If you feel you have been retaliated against, contact the Open & Honest Ethics Line (1-833-229-6736 or online), the Employee Relations Case Management Team (1-866-692-2947 or [email protected]) or the Ethics Office (612-291-6143 or [email protected]).