Grievance Mechanism Procedure
Thailand Smelting and Refining Co., Ltd.Grievance Mechanism Procedure
Full procedure document (PDF)1. Introduction
The purpose of this document is to formalize the management of grievances from Thaisarco's stakeholders.
2. Scope
The grievance mechanism procedure applies to all external stakeholders.
3. Terms / Definitions
| Grievance | An issue, concern, problem, or claim. |
| Grievance Mechanism | A formalized way to accept, assess, and resolve community complaints. |
| Internal Stakeholders | Groups or individuals within a business who work directly with the company. |
| External Stakeholders | Groups or individuals outside a business who are not directly employed by the company. |
4. Grievance Reporting Channels
Thaisarco will communicate this procedure to its external stakeholders through the following channels:
- Telephone: Stakeholder contact officers — Procurement Director or Procurement Manager
- Email: warit@thaisarco.com or rapee@thaisarco.com
5. Roles and Responsibilities
| Role | Responsibilities |
|---|---|
| Stakeholder Contact Officer |
|
| Grievance Owner |
|
6. Grievance Mechanism Process
The flowchart below describes the grievance mechanism process to resolve any grievances:
| Category | Description | Grievance Owner |
|---|---|---|
| Level 1 | Answer immediately and/or already working on resolution. | Stakeholder Contact Officer |
| Level 2 | One-off grievances not affecting reputation. | Supervisor level or above |
| Level 3 | Repeated, extensive, high-profile grievances damaging reputation. | Managing Director or above |
6.1 Receive Grievance
Over the phone: Contact officer will complete a form for further processing.
Electronic: Receive grievances via email or website.
6.2 Record
All formal grievances will be logged in the External Grievance Register.
6.3 Screen
Grievances will be screened depending on the level of severity.
6.4 Acknowledge
A grievance will be acknowledged within five working days. The acknowledgement should include a summary, resolution method and timeframe.
6.5 Investigate
The grievance owner and contact officer conduct site visits, consultations, and maintain records of meetings and activities.
6.6 Act
The grievance owner assigns actions, monitors deadlines, and informs the contact officer once resolved.
6.7 Follow-up and Close Out
Contact with external stakeholders four weeks post-resolution to verify satisfaction. Further follow-ups may occur if needed.
7–9. Appeal, Reporting & Storage
Appeal: If not satisfied, the contact officer escalates to the Managing Director for review. If unresolved, Thaisarco may seek advice from independent parties.
Reporting: Monthly reports on grievances, resolution times and outcomes go to the Managing Director. The procedure is evaluated every three years or as needed.
Storing of Grievances: All records are securely stored on Thaisarco's server with encryption to ensure privacy and confidentiality.