Grievance Management
DSN Group established the Grievance Procedure as a platform for stakeholders, local community, non-governmental organisations, and other external parties to address their grievances.
DSN Group Sustainability Policy extends to all parts of our supply chain and requires our suppliers to also act in an environmentally sustainable and socially responsible manner.
Thus, the Grievance system provided, in hopes of easing communication and achieving a mutual understanding among stakeholders in face of any form of complications and concerns experienced. Any grievance, complaint or concern from external parties against DSN Group and its supply chain may be submitted in writing, online or directly through the channels described below.
The Grievance channel is an important feedback mechanism for stakeholders to assist DSN Group’s operation compliance monitoring against our policies. The Grievance Procedure (visit the link below) promotes transparency and accountability, through disclosure of our grievances handling processes and an online submission to ensure public access for complainants. The list of grievances received with updates on our actions to address them is published annually in DSN Group’s Sustainability Report.
The Grievance handling process is composed of several stages based on the gathered facts related to the complaint. This is a circular process which may involve external parties as well as several levels of hierarchy in our organisation, depending on the level of complexity of the submitted grievance case to allow grievances to be dealt with fairly and in a timely manner. To ensure effectiveness, we also regularly review our Grievance process, which includes consultations and inputs from our stakeholders.
We regularly tabulate all of the grievances and complaints that we receive and report them in our Sustainability Report. In the interest of transparency, we publish the total number of Grievances and Complaints we receive in our Sustainability Report and we publish the status of the said Grievances & Complaints. We have tabulated the following table to describe the type of Grievances that we have received and from time to time we will update this if there are any new types we receive. Pls see here for the Description of the Grievances & Complaints we receive :
| No | Grievance Type | Description |
|---|---|---|
| 1 | Infrastructure | Refers to the foundational facilities and systems serving a community, including roads, bridges, water supply, sewers and renovation of communities' facility buildings. Complaints in this area might focus on inadequacy, maintenance, or mismanagement. |
| 2 | Plasma Estates | These are Land or areas that associated with plantations, where certain land rights or benefits are allocated to local communities or individuals. Grievances may involve disputes over ownership, maintenance, or equitable distribution of benefits, post-payment sale of land by the owner resulting in problems with distribution of proceeds and legality of land ownership. |
| 3 | Planting Compensation (GRTT)/Land Compensation (GRL) | Refers to compensation paid to landowners or local communities whose land falls within a company's concession area. Grievances may arise due to inadequate compensation, lack of transparency, or payments, re-claims by other parties after payment of compensation. |
| 4 | Employment and Job Opportunities | Complaints regarding the availability of employment opportunities, fair wages, job security, and possible exploitative practices in business operations or local projects. |
| 5 | Land | Disputes about land which involve issues like ownership rights, land grabs, or the misuse of communal, customary, or ancestral lands. |
| 6 | Community Development | Activities are conducted in an effort of outreach and inclusiveness to improve the socio-economic conditions of local communities. Grievances may arise from perceptions of negligence, business opportunities and equity, or the payment process-lack of assistance to the community, and less intense communication between the company, community and local government. |
| 7 | Transportation Services Cooperation | As one of the efforts in distributing welfare, the company involves the community around the operating area in providing employee transportation and other operational activities. Complaints may arise from late payments, mismatches in service orders made, or inequality of opportunities. |
| 8 | External FFB | Concerns the sourcing of Fresh Fruit Bunches from regions outside a particular plantation. Issues might involve quality, traceability, or environmental impact. |
| 9 | Covid-19 Handling | Complaints about measures taken (or not taken) in response to the Covid-19 pandemic, including testing, quarantine, treatment, and community support. |
| 10 | Contractor | Addresses the performance, behavior, and practices of contractors employed within a community, especially when their actions impact community life. |
| 11 | Contractor Assistance | Focuses on the support provided to contractors. Complaints might arise if communities feel that aiding contractors negatively impacts them or if contractors are perceived to lack necessary support. |
| 12 | Fruit Theft | Refers to illegal or unauthorized harvesting of fruits, which might affect the livelihoods of local growers or the company's businesses. |
| 13 | Partnership Cooperatives | Pertains to the operations of cooperatives formed in partnership with or within communities. Disputes can arise from profit sharing, management, or operational practices. |
| 14 | POM / TBS / CPO / Bulking | Related to the palm oil industry, addressing concerns about the production, storage, and transportation of Palm Oil Mill, Fresh Loose Fruit, Crude Palm Oil, and bulk products. |
| 15 | Operational | Complaints arising from the daily functional practices of businesses or projects. This can encompass a wide range of issues, from safety protocols to waste management. |
| 16 | Healthcare | Addresses the availability, quality, and accessibility of healthcare services. Complaints might arise from inadequate facilities, untrained personnel, or lack of medicines. |
| 17 | Late Payment of Revenue Share | Highlights disputes arising from delayed or missing payments owed to individuals or the community as part of revenue-sharing agreements. |
| 18 | Deforestation | Concerns related to the removal of forest cover, leading to environmental degradation, loss of biodiversity, and potential climate change implications |
Based on DSNG Grievance Procedure, all cases which are received will be processed according to the received evidence to date.
GRIEVANCE REPORTING MECHANISM
Grievance can be raised verbally to officers in each site, who then put the concerns into DSNG grievance system, as well as by:
- E-mail: pengaduan@dsngroup.co.id, or
- Online submission (through the Submission link provided here), or
- Letter to the headquarter or operational offices or CSR offices at the site/plant level.