BPC has a grievance mechanism in place to manage any potential concerns from external stakeholders arising as a consequence of BPC’s activities.
The grievance mechanism is designed to provide a system for addressing concerns, grievances or complaints from the general public, but is not intended to replace relevant legal processes, existing employee grievance systems, normal business-to-business dialogue, or other management procedures already in place.
There are no restrictions on the type of issue a stakeholder can raise under this procedure. However, when a concern or potential grievance or complaint is received that would be more appropriately handled under a separate company process established for that purpose (such as employment or business integrity-related issues), it will be redirected so as to prevent parallel processes being followed. All complaints received under this procedure shall be tracked until closeout, regardless of the process under which they are handled.
This grievance mechanism is one aspect of the broader engagement and communications strategy adopted by BPC. It specifically seeks to ensure that BPC is able to build and maintain its social license to operate for its activities, in all locations where the Company conducts business and operations. It also seeks to ensure that its stakeholder engagement activities align with international best practices, including the IFC Performance Standards.
A deliberate management process to effectively and proactively manage feedback from communities and stakeholders, including any grievances or concerns, is frequently used to allow communities a chance to have a two-way dialogue with a company about its activities, and thereby ensuring greater appreciation and understanding of the company’s activities. An appropriate grievance mechanism can enhance outcomes by giving people satisfaction that their voices are being heard and that their issue has been formally considered within the company.
This grievance mechanism does not replace existing legal processes nor impedes access to other judicial or administrative remedies that might be available under domestic law in locations where BPC operates, or through existing arbitration procedures, or substitute for feedback mechanisms provided through collective agreements.
It is intended that all staff members and contractors of BPC that interact with external stakeholders should be familiar with this grievance mechanism. The process has the support of senior management to ensure satisfactory performance.
This mechanism seeks to:
BPC reserves the right not to address a concern, grievance or complaint which it reasonably considers amounts to no more than general, unspecified, and therefore un-actionable dissatisfaction about an issue or with the company, is otherwise malicious in nature, or concerns a matter for which the company has no formal responsibility.
The personal details of those registering a grievance should only be made available to those involved in the resolution of the grievance in question. BPC will accept, log, and seek to address grievances contained in anonymous grievance forms, but, due to the anonymous source of the grievance, will not be able to respond directly to those grievances