COMPLAINTS AND GRIEVANCE MANAGEMENT
For our Plantation Division, we have a systematic approach on complaints and grievance procedures. This procedure encapsulates a framework for handling, investigating and resolving both social and environmental issues within our supply chain in a timely, transparent and effective manner.
All complaints, conflicts and grievances are to be resolved through an open, transparent and consultative process, in accordance with Criteria 1.2 and 6.3 of RSPO Principles.
In the reporting year, four stakeholders’ meetings were held that provided an avenue for our stakeholders to give feedback on grievances including any issues with regards to the environment. Two meetings were hosted by TDM while RSPO and MSPO hosted one meeting in the North and South zones respectively. The Group’s highlights and updates on our policies are the mandatory agenda of the meeting.
Stakeholders who were invited to our meetings were:
- All related government agencies (DOSH, DOE, BOMBA, Police, KKM, NADA),
- All heads of communities (J3k, Imams and others),
- Schools, kindergartens and nurseries,
- Contractors, and
- Workers/employees and their families
The stakeholder meeting was a platform for our Plantation Division to engage directly with smallholders and the community in the area. Feedback is collated by management whereby measures are taken to address any matters which may arise and subsequently communicated to our stakeholders accordingly.
TDM’s website is another platform for stakeholders and the general public to provide input and feedback. These matters are managed by the Chief Operating Officer (COO) who typically provides a response within 14 days.
In line with our Grievance Procedure and our commitment to sustainable palm oil production and sourcing, any grievance, complaint or concern from external parties concerning the implementation of our palm supply chain may be submitted in writing, online at firstname.lastname@example.org or communicated via phone at +609 620 4800. For the year under review, there were no complaints or grievances reported for Plantation Division.