Grievance mechanism
The grievance mechanism is a corporate tool aimed at ensuring a transparent process for filing, reviewing, and addressing complaints related to the Company’s operations.
The grievance mechanism is focused on both employees of Group entities and engagement with external stakeholders. Meanwhile, it does not replace the existing legal tools used to protect the interests of individuals and organisations. Participation in the procedure is at the reporting person’s discretion and does not affect their right to resort to government human rights mechanisms.
The grievance mechanism procedure
The grievance mechanism offers stakeholders an additional opportunity to resolve conflicts through constructive dialogue and mediation. It provides an opportunity to address differences out of court.
Complaints can be submitted through a variety of grievance channels: the Corporate Trust Line, offices for operational, social, and labour matters as well as direct contact with management of Company or Group entities. For the convenience of reporting persons, complaints may be submitted either in person or with the assistance of Company representatives or independent experts – a particularly important option for those who may face difficulties in filing a report on their own.
Once a complaint is received, the relevant Company unit is designated to conduct an initial review and assess whether additional information is required. If necessary, independent experts may be engaged, or the report may be referred to the relevant government authoritiesBy the respective individuals or legal entities themselves; the Company does not forward reports to government authorities..
The Corporate Trust Line remains the primary and most accessible channel for filing complaints, ensuring timely review of reports and support for reporting persons throughout all stages of the process.
Assessing the effectiveness of the grievance mechanism is a key component of the Company’s corporate control system. Its operation is monitored at two levels.
Routine oversight
Implemented on an ongoing basis by analysing feedback from reporting persons and assessing the level of satisfaction with the grievance process and the results of decisions taken
In‑depth analysis
Held annually as part of stakeholder consultations across the Company’s footprint and through the Let Everyone Be Heard survey, designed to identify the principal challenges and expectations of local communities and partners