Human rights
En CVS Health, tenemos el compromiso absoluto de respetar y defender los derechos humanos reconocidos internacionalmente.
Política y gobierno
Our commitment to human rights includes preventing and mitigating adverse impacts of our business, while also taking steps to promote and advance human rights. We conduct proactive due diligence and comply with the United Nations Guiding Principles on Business and Human Rights (UNGP).
Nuestro Política de Derechos Humanos outlines our commitment to and governance of human rights topics. This policy was approved by executive leadership, and oversight and responsibility for its implementation is shared across the Enterprise, including representation from corporate social responsibility, inclusion and belonging, strategic procurement and HR. Through engagement with leading nongovernmental, advocacy and supply chain organizations and experts, we stay apprised of developments and emerging risks in the area of human rights and review and adjust our actions accordingly.
Since 2016, we have collaborated with experts at Business for Social Responsibility (BSR) to conduct human rights impact assessments and gap analyses informed by the UN Guiding Principles on Business and Human Rights. Following our initial assessment in 2016, we have periodically engaged BSR to refresh our identification and prioritization of human rights risks across our operations, value chain and business relationships in light of the latest business structures. We have taken appropriate actions to manage these risks and account for evolving stakeholder expectations, emerging human rights issues and the growth of the enterprise.
The assessments covered many issue areas including the potential for forced and child labor, human trafficking, freedom of association, right to collective bargaining, remuneration, discrimination, COVID-19 and product and patient safety. In the latest assessment cycle, we initiated a review of risks across new lines of business added to the CVS Health portfolio since 2021, such as a heightened review on impacts and opportunities in access to health, with the expanded health care delivery services we now offer.
We will continue to conduct periodic assessments over time, which will allow us to focus on different groups within the enterprise and regularly monitor the entire business.
Informes
At CVS Health, we are fundamentally committed to respecting and supporting internationally recognized human rights, including those articulated in the International Bill of Human Rights, made up of the Universal Declaration of Human Rights, the International Covenant on Civil and Political Rights (ICCPR) and the International Covenant on Economic, Social and Cultural Rights (ICESCR). Promovemos varias vías para informar problemas de derechos humanos y trabajamos de cerca y en colaboración con las partes interesadas para comprender y tratar estos problemas. These channels include the CVS Health Ethics Line, available to colleagues, vendors and suppliers, contractors, consumers and community members, as well as our Colleague Relations team and our Customer Support line.
Ethics Line
The CVS Health Ethics Line is available 24 hours per day, seven days per week, 365 days per year for anyone wishing to confidentially report ethical concerns or potential violations. It is available to colleagues, vendors and suppliers, contractors, consumers and community members. Reports can be made via phone, email, or internet web form. CVS Health utilizes an independent third party to receive incoming calls and web form reports to the Ethics Line, which can be submitted anonymously.
The Ethics Line team oversees triage, investigation, and accountability to confirm that compliance concerns are evaluated and that outcomes are reasonable, as well as monitoring for systemic trends.
Colleague Relations
In addition to reporting concerns to the Ethics Line, colleagues can also escalate concerns or ask for advice by calling Colleague Relations. Colleague Relations provides objective guidance to both colleagues and leaders to address issues concerning work performance, workplace experience, or interaction among colleagues. Colleagues and leaders partner with Colleague Relations Advisors on employee relations concerns, corrective action and performance. Colleague Relations Investigators look into complaints involving potential violation of policy, law, or work rule.
When a case gets reported to Colleague Relations, it will be triaged to the appropriate team depending on the concern. The case is assessed and a notice is provided to the complainant. A meeting is then set up with the colleague to review concerns.
Following the conclusion of the review and/or investigation, the case manager will contact the complainant to discuss the outcome of the case. Should a policy violation be found, possible outcomes could include coaching or training, a Performance Improvement Plan, and/or progressive discipline up to and including, termination.
Nuestros colegas sindicalizados presentan quejas de acuerdo con su convenio colectivo de trabajo alineado y trabajan con un equipo de Quejas de Relaciones Laborales designado y socios legales según corresponda. Se brinda apoyo adicional a los colegas a través de capacitación y recursos.
Customer Support Line
Consumers and the public can also contact CVS Health through our Customer Support Line 1-800-SHOP-CVS or CVS Health Corporation, Customer Relations, One CVS Drive, Woonsocket, RI 02895. Customers and members can also call the toll-free number on their ID or membership card. A natural language interactive voice response (IVR) will answer and ask the customer to state the reason for their call or complaint.
Complaints are routed directly to a representative. The representative will gather pertinent information from the customer and document notes in their agent desktop. They assist the customer with any immediate needs, recap the conversation and next steps and end the call. The customer is offered a survey either after the call or via email.
Upon completion of the call, the representative will route any complaints to the complaints team. The complaints team promptly researches the issue and responds to the customer.
Nuestro compromiso con los colegas
We are committed to providing a positive, rewarding and safe work environment for every CVS Health colleague and that includes ensuring that our colleagues are treated with dignity and respect. Several resources are provided to colleagues to support our commitment, including information related to their legal rights as a CVS Health employee, policies in place to support a safe work environment and expectations for conducting business ethically and responsibly. Channels in place to inform our colleagues and leaders of their obligations, expectations and reporting vehicles include required and optional trainings, intranet resources and articles, direct communications and signage in work locations.
Equal opportunity and freedom from discrimination
Nuestro éxito continuo depende de la participación de total de personas bien preparadas independientemente de su raza, origen étnico, nacionalidad, ascendencia, color de piel, religión, sexo/género, orientación sexual, identidad o expresión de género, discapacidad física o mental, afección médica (lo que incluye embarazo), edad, condición de veterano, condición de militar, estado civil, información genética, ciudadanía, desempleo, afiliación política y cualquier otra base o característica prohibida por las leyes locales, estatales o federales aplicables. Nos comprometemos a propiciar un entorno laboral libre de todo tipo de discriminación.
Freedom of association and right to collective bargaining
We respect our employees' right to either unionize or refrain from doing so. As of December 31, 2025, 5.1% of employees were covered by collective bargaining agreements.
Providing training and resources
We offer multiple compliance courses that address human rights topics, including discrimination and harassment, informed consent and quality of care. This includes our annual Code of Conduct training, which nearly 100% of active colleagues completed in 2025. Through this annual training, colleagues receive and must acknowledge receipt of our human rights policy.
Learn more about colleague safety and our work to foster an engaging and inclusive workplace
Other policies that relate to the protection and promotion of human rights for our colleagues include:
Our commitments to patients and customers
As part of our work to be America's most trusted health care company, we are committed to respecting and promoting our patients' and customers' human rights. Esto abarca sus derechos como pacientes de proveedores de servicios de salud de CVS Health, la protección de su privacidad e información, la integridad de nuestros productos y nuestro compromiso con prácticas responsables de comercialización. A través de mecanismos de encuestas a clientes, trabajamos para recopilar la voz del consumidor y así orientar nuestras políticas y prácticas relacionadas.
Our policies that relate to the protection and promotion of human rights for patients and customers include:
Our commitments to supply chain communities
Cuando estamos directamente vinculados a las consecuencias en materia de derechos humanos a través de nuestras relaciones comerciales, buscamos formas de influir positivamente en las acciones relacionadas con los derechos humanos de nuestros socios comerciales, incluidos nuestros proveedores. Exigimos a nuestros proveedores y sus fábricas que proporcionen condiciones laborales justas y seguras para todas los trabajadores y que traten a los empleados con dignidad y respeto.
Our policies that relate to the protection and promotion of human rights in our supply chain include:
Auditorías en fábricas sobre cumplimiento de normas de carácter social
To ensure factories are meeting local laws and international standards as they relate to human rights concerns, audits are conducted by our independent third-party audit firm partner, UL, through our Ethical Sourcing & CTPAT Compliance Program. El Programa de Cumplimiento de Abastecimiento Ético y CTPAT hace hincapié en áreas relacionadas con los derechos humanos, como el trabajo infantil, el trabajo forzado, los salarios y beneficios, y la salud y seguridad.
Audits are required for factories where CVS Health is the importer of record (direct import) as well as factories producing our store brands in the U.S. and internationally. Se exige a las fábricas que se sometan a una auditoría de precalificación y, a continuación, a una auditoría de rutina cada 6 a 12 meses, dependiendo de su desempeño. Los informes de auditoría se entregan a los proveedores y fábricas, que tienen que presentar un plan de medidas preventivas y correctivas para cada resultado de auditoría. In 2025, more than 800 audits were conducted across our factories, including in the U.S., where audit requirements were introduced in 2023 and expanded in 2024.
More information on our social compliance program is available in the Appendix.