grievances addressed by local communities which have been resolved since 2016
383
calls made on the toll-free line which allow to maintain good relations with our stakeholders since 2020
3380
Consultation - 1283
Awareness/Information Sharing - 917
Correspondence - 108
Others (Site visit/workshop) - 52
Transparent grievance management systems
The systems are compliant with the United Nations guiding principles on business and human rights. It is legitimate, accessible, predictable, equitable, human-rights compliant and transparant. Complaints are formally registred by the community liaison officers and the grievants receive copy of the grievance form.
Assessment ans investigation into grievancesis uaranteed by a transparant process. Complaint tracking system have been implemented. Grievances field are recorded in a comprehensive register. The process is monitored and can be audited at any time.
A preliminary solution is proposed within 24 hours. If the first option is rejected, up to four stages of exanges between the complainant and the project's team are provided for.
A dialogue-based process. A new solution is proposed at each step of the discussion and news partners can be called if needed to work out an appropriate solu
