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Grievance Procedure

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Izan Azuan
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1 views

Grievance Procedure

Uploaded by

Izan Azuan
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Grievance Procedures

Introduction

The purpose of this document is to formalize the management of grievances received


from Unsur Hebat Sdn Bhd (“UHSB”) stakeholders (both internal and external) to
promptly address genuine grievances received by the Company and minimize
the risks to the business. The grievance process, outlined in the document, provides
an avenue for stakeholders to voice their concerns and gives transparency on how
grievances will be managed internally, which aims to reduce conflict and strengthen
relationships with stakeholders.

Objectives

To provide clear, appropriate and comprehensive guidelines and procedures on


the appropriate response(s) to a stakeholder’s grievance(s) in order to promptly
investigate, address and resolve any grievance(s) received in a fair and equitable
manner and in line with the relevant clauses in the PRB Sustainability Framework,
Code of Conduct and Whistle Blowing Policy. The Company is committed to
ensuring a transparent and open process.

Scope

This Grievance Procedure is applicable to all companies in UHSB i.e. Unsur Hebat
Sdn Bhd and its subsidiaries, excluding associated companies. These procedures
covers activities related to the handling of stakeholders’ grievances and includes
responsibilities of various parties, receiving grievances, actions to verify claims,
reporting the verification results, proposed actions and recommendations,
delivering the response to reporting stakeholders and managing and monitoring any
follow-up action.
Reference Documents
• UHSB Sustainability Framework
• UHSB Code of Conduct
• UHSB Whistleblowing Policy
 UHSB General Terms and Conditions of Service

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Grievance Channel

All grievances shall be reported via the appropriate channels as stated in the
respective policies i.e. Whistle Blowing Policy; Code of Conduct and/ or Employee
Handbook. When a complaint from a stakeholder is submitted to PRB, the
assigned person shall engage with the named stakeholder to discuss the issue(s)
raised in accordance with this procedure, with the objective of verifying the
grievance allegation(s) and if possible, resolving the issue(s) promptly. In the
event that the stakeholder’s allegation(s) are fair and valid, PRB will review its
relationship with that stakeholder and may implement a corrective action plan
accordingly.
Grievances may be reported to the following:

By email to:

Key Sustainability & Risk Officer : HR@Unsur Hebat.com.my

Grievances allegations should include the following information in order for the
company to fully investigate the matter:
• Full Name
• Company/Organization
• Address
• Phone No. /Fax No. /Email Address
• Description of the grievance in detail
• Evidences to support the grievance

Contact details are required to seek further clarification on the grievance. The party
reporting the grievance (“Grievance Raiser”) may request that their identity remain
confidential and UHSB will protect the identity of the Grievance Raiser as per
UHSB Whistleblowing Policy.
In addition to grievances submitted through the official channel above, issues
raised or highlighted through unofficial channels, such as the mass and social
media , will be recorded as grievances if they allege a breach of policy(s) by
UHSB, or one of its direct and indirect suppliers/ customers or other material
stakeholders. As for UHSB internal grievance process, the Grievance Raiser should
adhere to standard operating procedures of the Human Resources Department.
Reference can be made to Article 8 of the General Terms and Conditions of Service.
UHSB is committed to the transparent handling of grievances received to avoid
any lingering doubts and misinterpretation of actions or non actions by the company.
The KSRO or person in charge will update the status of a grievance complaint,
particularly when the complaint is registered, action has been taken and
resolution outcome is

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agreed upon. The Grievance Raiser may also contact the KSRO regarding the status
of complaint in writing.
The procedures in place allows for dialogues and communications to remain
confidential and for the protection of the confidentiality of the Grievance Raiser.
Timelines for Handling Complaints and Grievances

This Grievance Procedure is intended to be used to address generally


stakeholder grievances reported and/ or coming to the attention of the Group
which will often involve numerous parties with conflicting interests. As such, the
resolution of such grievances will at times involve lengthy processes of enquiry and
mediation between various stakeholders and it will be necessary to apply a flexible
approach in order to resolve such complex issues. However, it is important that
grievances received are addressed in a timely manner in order to demonstrate the
commitment of the Group towards timely resolution of grievances and whistle
blowing and to protect the company reputation. In this context, the following
timelines are provided for the key stages of this procedure. For clarity, externally
reported refers to grievances received from parties/ stakeholders not in the
employment of the Group, including mass and social media reports
For all Externally Reported Grievances:
i) Within seven working days of receiving the grievance, the UHSB will prepare a
grievance dossier and contact with the Grievance Raiser.
ii)If it is assessed that the grievance is unmerited or no field action is required, the
UHSB will submit a Response Letter to the Grievance raiser within fourteen working
days of receiving the grievance.
For Internally Reported cases relating to UHSB own operations:

iii)Within one month of receiving the grievance the UHSB will send an official letter to
the relevant Human Resources requesting them to take the necessary steps/ action
in the field to resolve the grievance.
For Internally Reported cases relating to PRB third-party suppliers/ customers:

iv) Within three weeks of receiving the grievance, the KSRO will prepare a case
file assessing the validity of the grievance and if deemed valid, assessing the third-
party supplier’s/ customer’s willingness to comply with the PRB Policy.
v) Within two months of receiving the grievance, the KSRO will submit an action plan
agreed with the third-party supplier/ customer for resolution of the grievance and/ or
make a recommendation to the CEO on a mitigation plan to resolve the matter.
The complexity of each grievance will vary greatly across specific cases and as such
it will be necessary to adjust the timeline to accommodate the complexity of the
specific case. When adjustments to the timeline are required, they will be
communicated to the Grievance Raiser.

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