Goodhope adopts an open and transparent approach to resolve any stakeholder’s concern/ complaint in a fair, responsible, and consistent manner with the involvement of affected stakeholders. Our grievance approach is aligned with the UN Guiding Principles on Business & Human Rights on the development and implementation of effective grievance procedures. It is designed to facilitate a process for dealing with concerns and complaints that are:
- Legitimate
- Accessible
- Predictable
- Equitable
- Transparent
- Rights-compatible
- A source of continuous learning
- Based on engagement and dialogue
Grievance Procedure
All complaints will be addressed fairly within an appropriate time frame according to our standardized Grievance Approach.
We aim to ensure fairness and transparency throughout the grievance-handling process and pledge to:
- Ensure that the stakeholders can adequately access the sources of information, advice, and expertise necessary to engage in a grievance process to be in a fair, fully informed, and mutually respectful position.
- Investigate each complaint independently and involve stakeholders in decision-making processes.
- Ensure the anonymity of the grievance raiser where requested.
- Invite candidates to serve as independent actors for any grievance-related investigations when necessary and appoint independent third parties as recommended according to stakeholder decisions.
- Follow agreed resolution processes and maintain adequate documentary evidence of the settlement process and decisions.
- Ensure that requests for information, company responses, stakeholder engagement activities, negotiation, and resolution processes are all effectively monitored and recorded.
- Provide adequate information about the progress of complaint resolution, investigations, and findings.
- Inform relevant stakeholders if schedule adjustments are required, this will be communicated to the relevant stakeholders.
- Allow grievance raisers to appeal by providing information about problems they deem not adequately addressed.
Submit a Grievance
Grievances can be submitted through the following channels:
Mailing Address:
PT Agro Harapan Lestari, Menara Global Building 5th Floor, JI. Jend. Gatot Subroto Kav. 27 Jakarta, 12950 Indonesia
Tel:
+62 2152892260
Required information:
- Name and contact details of the complainant.
- Name of organization (if any)
- Name of Goodhope subsidiary/ third-party supplier/ others whom the complaint is made against.
- Key points and supporting evidence of the grievance.
Palm Oil Grievance List
Our grievance list consists of cases that have been brought to our attention through international media reports, the Roundtable on Sustainable Palm Oil (RSPO), and Goodhope’s diligence. We commit to implementing actions that address each issue raised and aim to communicate transparently on our progress towards resolving grievances.