Please observe these steps for the effective follow-up and resolution of your grievance: (Note: Should you wish to submit more than one grievance, please enter each of these individually.)

1) Choose the channel through which you wish to submit your grievance: (by phone or e-mail, via Internet or virtual operator). Regardless of the method you decide to use, it is necessary to classify and word your grievance according to the following instructions.

2) Provide as detailed a description as possible of the location at which the events took place, so as to enable us to identify it precisely, as well as to identify the people involved. Make sure to mention:

• The country
• The state/province/region
• The city or municipality
• If possible, the street, number, neighborhood, adjacent streets, references or landmarks, etc.

3) Determine the company area to which your grievance relates.

• FEMSA – Coca-Cola: All matters relating to soft drinks distributed by Coca-Cola Femsa in Mexico, Central and South America (bottling and distribution operations), as well as the 64 brands of drinks that it carries.

• FEMSA – Convenience Stores: All matters relating to Oxxo convenience stores.

• FEMSA – Logistics: All matters relating to the delivery and shipping of our products, as well as our integrated logistics and transportation services.

• FEMSA – Packaging: All matters relating to the packaging materials and containers used in our products, such as glass bottles, aluminum cans, pet (polyethylene terephthalate), plastics, and so on.

• FEMSA – Corporate: All matters relating to the administrative and executive staff working at Grupo FEMSA.

4) Determine the nature of your grievance.

a) Financial information:
• The manipulation of accounting records
• Fictitious sales (premature invoicing)
• The reporting of credits not consistent with actual figures
• The recording of fabricated transactions
• The fraudulent manipulation or deception of auditors
• Any other issues affecting the quality of financial information

b) Operations:
• The breaching of laws or regulations
• Selling outside of the authorized territory
• The forging or alteration of checks or receipts
• The purchase of goods and services to the detriment of the corporation
• Conflicts of interest between clients or suppliers and staff members
• The use of privileged and classified information for personal benefit
• The disclosure of classified information contrary to the interests and goodwill of the corporation

c) Human resources:
• The abuse or improper use of authority
• Sexual harassment or intimidation
• Immoral or improper behavior
• Defamation of character
• The hiring, remuneration or compensation of employees beyond authorized limits
• The hiring of personnel with criminal records or history of misconduct
• Any other issues threatening the values of the corporation

d) Occupational health:
• The use, distribution, conveyance, sale or possession of any kind of illicit drug
• The consumption of alcoholic beverages at the workplace and during working hours
• Reporting to work under the influence of drugs or alcohol
• Any other issue jeopardizing a healthy environment for personnel, visitors and/or the general public

e) The protection of company property:

• Any breach of safety regulations which places personnel and/or company property at risk.

5) Word your grievance using clear and precise language. You must answer the following fundamental questions: What? Who? How? Where? When?

6) Follow-up and conclusion.

• Once your grievance is submitted, you will receive a tracking number either from the system or the operator, which you can use to keep track of the status of your grievance, as well as its ultimate resolution.

• Every time the status of your grievance is modified, you will receive an update via e-mail.