Dealing with Complaints

Applies to: All components

Description:

This indicator refers to the implementation of effective grievance mechanism. The company needs to be aware of and respond to stakeholders’ concerns related to the project in a timely manner. The grievance mechanism should match the risks and potential adverse impacts of the project.

Question:

Is there a defined policy and procedure for dealing with complaints or enquiries in respect of the company's environmental and social practices from the public or other interested stakeholders?

Rating:

Yes

Yes, but the results are not communicated with the public

No