Corporate trust line

Grievance policy

The Company’s Corporate Trust Line (CTL), established in 2010, is the Company’s key grievance mechanism.

Key operating principles of the Corporate Trust Line:

A clearly structured process ensures that all submissions are reviewed objectively and impartially, with full respect for the rights of all parties involved. The Corporate Trust Line is designed to identify and prevent violations, uphold the highest standards of corporate ethics, and foster trust within the Company and among its partners.

The Corporate Trust Line covers all Company units and Group entities, enabling prompt responses to emerging challenges across the Company’s footprint and ensuring a consistent standard for handling complaints and reports.

The Corporate Trust Line is available to all stakeholders, whether they are employees, partners, customers, or representatives of external organisations. The Company investigates reports of potential violations, misconduct, or incidents that might cause financial or reputational damage. All reports are thoroughly reviewed, and any identified risks trigger appropriate corrective actions to ensure their mitigation and elimination.

Contacts of the Corporate Trust Line

The Company does not administer any punishments, disciplinary action, discrimination, pressure, or retaliation against individuals who voice their concerns or report identified issues. The Company guarantees that reporting persons will not face any negative consequences as a result of reporting, regardless of their position, status, or manner of cooperation.

The service is governed by the Procedure on the Corporate Trust Line of PJSC MMC Norilsk Nickel, which establishes clear rules for receiving, reviewing, and processing reports. The document ensures that the reporting person is provided with a response on the decision made and, once the review process is complete, the opportunity to complete a feedback form to assess satisfaction with the handling of the report. To enhance transparency, the Company now publishes anonymised information on the content of reports and measures taken. If a report is confirmed as justified, audits are initiated. The information is brought to the attention of relevant units and officers to ensure timely response and prevent similar cases in future.

The performance of the Corporate Trust Line is reviewed annually by the Vice President – Head of Internal Control and Risk Management, including through the setting of KPIs, and is also considered at meetings of the Board’s Audit Committee.

Key performance indicators of the business process:

• timely processing of complaints/reports accepted for review;
• proper processing of complaints/reports accepted for processing (number of refusals to investigate);
• timely preparation of reports on CTL performance to interested users.

Vice President – Head of Internal Control and Risk Management

Director of the Internal Control Department

CTL head

Report statistics (broken down by Group entity and type of reported abuse) are submitted to relevant Company units, with CTL performance reviewed by the Board’s Audit Committee.

As part of operating the Corporate Trust Line, a reporting person is provided with feedback at all report review stages: confirmation of registration of the complaint/report (including information on standard review timelines), information on the decision taken on the report or dismissal of the complaint/report, and the results of the report’s review (if requested by the reporting person). If desired, the reporting person may assess the handling of the report.