PT Eagle High Plantations Tbk

SUSTAINABILITY

Grievance Mechanism

EHP is committed in implementing transparency in our business activities which is also written in the Company's Sustainability Policy. Therefore, EHP has set up a grievance mechanism that aims to ensure that every complaint, both internal and external, is treated in accordance with Company regulations and prevailing laws and as a guideline in implementing communication with relevant stakeholders. With a clear process in place, stakeholders can inform us of issues within our supply chain so that complaints can be handled in a timely and transparent manner.


Grievance Handling Matrix
Activity Recipient Authorization Action

Registration of complaint

Assistant/Coordinator/Askep/KTU

Relevant Manager
  • Anyone can receive complaints (Internal & External)
  • All complaints must be recorded
  • AM must be informed

Complaint that may be handled by the recipient

Assistant/Coordinator/Askep/KTU

Head/Manager
  • Issue must be able to be analyzed based on its level of importance
  • Minutes can be made if needed
  • The root cause must be identified
  • The solution/response must be able to eliminate the root cause

Complaint that needs to be handled by other department (non-recipient)

Assistant/Coordinator/Askep/KTU

Respective Department Head/ Manager
  • Handover complaints must be recorded properly
  • Follow advanced SOP instructions (e.g. land claim complaints -> Dept. P&L -> SOP for land loss compensation)
  • If necessary, involve the Sustainability team
  • Minutes can be made if needed
  • The root cause must be identified
  • The solution/response must be able to eliminate the root cause

Complaints involving third-parties

Manager

AM/RH/PH
  • Mediation efforts should be made so that the case is not brought to the court, if possible
  • Legal department can be involved
  • Reporting to BOD

Documentation and reporting

Manager

Head CSR & Head HCCS
  • Every month, a complaint recap should be made
  • Discuss and use as a reference for future preventive measures
  • Report in the monthly report for each department
Types of Complaints

Complaints that may be submitted include:

  1. Complaints related to employment are complaints which are related to problems that arise in the work relationship process and or deviations from work conditions and company regulations/policies received by employees, such as: benefits-facilities, superior-subordinate relationships/fellow colleagues , reward-punishment, whistleblower, ethics/deviant behavior, sexual violations, and other violations.

  2. Complaints related to non-employment are complaints which are related to facilities for the public interest such as: toilets, lighting, sports facilities, provision of stationery, delivery of packages/documents, provision of facilities, provision of food, shuttle etc.

  3. Community complaints are complaints which are related to community claims, or the disruption of the surrounding community with the Company's operations.

  4. Customer complaints are complaints submitted by buyers who make purchasing and selling transactions for products produced by the Company.

  5. Other complaints are complaints which are submitted to the Company other than points 1 – 4 above, for example complaints from other relevant stakeholders.

Grievance Cases
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No Date Received Reported Company Summary of Grievance Source Status Action
1 18 Mar 2024 PT Tandan Sawita Papua Clarification of employment cases on compensation rights Wilmar Closed as per
3 April 2024
2 17 Nov 2023 PT Suryabumi Tunggal Perkasa There is a shortage of land that should have been given by the company to the Cooperative to fulfill the 20% plasma land. GAR Closed as per
24 Nov 2023
3 11 Okt 2023 PT Bumihutani Lestari Clarification of fire alerts in company's consession areas mentioned in the Neste's grievance list report. PT. Synergy Oil Nusantara-Batam (IFFCO Group) Closed as per
2 Nov 2023
4 19 Sep 2023 PT Bumihutani Lestari, PT Singaland Asetama, dan PT Jaya Mandiri Sukses Clarification and ensure deforestation free in GAR (buyer) supply chain GAR Closed as per
23 Nov 2023
5 27 Des 2022 PT. Eagle High Plantations Tbk Complaints relate to workers' rights and working conditions. FSBun Rajawali Closed as per
12 Jan 2023
6 27 Jun 2022 PT Bumihutani Lestari Clarification regarding Mighty Earth Rapid Response report #40 on alleged deforestation by one of EHP's suppliers, PT Arjuna Utama Sawit ("PT AUS") that are still listed in the Eagle High Plantations Annual Report for 2021. Wilmar Closed as per
27 Jul 2022
7 27 Mei 2022 PT Bumihutani Lestari Clarification regarding indications of deforestation within PT Bumihutani Lestari ("PT BHL") concession of 1.19 Ha in the IV quarter of 2021. Sinarmas Agri Closed as per
6 Jun 2022
8 4 Apr 2022 PT Eagle High Plantations Tbk Clarification regarding indications of peatland clearing at PT Arjuna Utama Sawit ("PT AUS") which according to the 2021 Financial Report is still listed as one of EHP's FFB suppliers. The sender requests PT AUS to immediately issue a moratorium on land clearing (Stop Work Order) and send a copy of the statement letter to the sender of the complaint. If PT AUS claims to have conducted HCS/HCV studies, the sender would like to ensure that the studies have been conducted based on the results of Peer Review conducted by HCSA/HVCRN institutions. Sinarmas Agrip Closed as per
4 Apr 2022
9 23 Des 2021 PT Suryabumi Tunggal Perkasa Clarification regarding indications of land clearing at PT Suryabumi Tunggal Perkasa of approximately 2 ha in November 2021. Clarification required includes whether the area is within the concession, whether it was done by the Company, and if done by the Company whether it has gone through HCV-HCS assessment. Apical Group Closed as per
20 Jan 2022
10 15 Des 2021 PT Sawit Sukses Sejahtera Clarification regarding indications of land clearing at PT Sawit Sukses Sejahtera of 4.8 ha in December 2021. Clarification required includes whether the area is within the concession, whether it was done by the Company, and if done by the Company whether it has gone through HCV-HCS assessment. Apical Group Closed as per
5 Jan 2022
Complaints Submission

Complaints can be submitted directly to the relevant estate/mill/department to be documented in the register or can also be submitted via:

The minimum data required in submitting a complaint are as follows:

  • Date

  • The “Claimer”

  • Contents of complaints and/or claims

  • Date and response/response given by the Company

  • Completion date and fields