Grievance Mechanism Procedure

Thailand Smelting and Refining Co., Ltd.

(GRIEVANCE MECHANISM PROCEDURE, PDF Version) Download

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...
External Stakeholders : Groups or individuals outside a business who are not directly employed...

4. Grievance Reporting Channels

Thaisarco will communicate this procedure to its external stakeholders...

5. Roles and Responsibilities

Roles Responsibilities
Stakeholder Contact Officer
  • Receive grievances and assign a grievance owner.
  • Ensure the procedure is followed correctly.
  • Liaise with external stakeholder(s).
  • Maintain grievance register and monitor correspondence.
  • Report findings to Managing Director.
  • Raise internal awareness among employees and contractors.
Grievance Owner
  • Investigate grievance and liaise with contact officer.
  • Develop resolutions and corrective actions.
  • Follow up and track grievance progress.

6. Grievance Mechanism Process

The flowchart below describes the grievance mechanism process to resolve any grievances:

Grievance Process Flowchart

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...

Category Description Grievance Owner
Level 1Answer immediately and/or already working on resolution.Stakeholder Contact Officer
Level 2One‑off grievances not affecting reputation.Supervisor level or above
Level 3Repeated, extensive, high‑profile grievances damaging reputation.Managing Director or above

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 ... site visits, consultations...

Records of meetings, discussions and activities need to be recorded...

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 to ensure all parties are satisfied.

7. Appeal

If not satisfied, the contact officer escalates to the Managing Director for review...

If unresolved, Thaisarco may seek advice from independent parties.

8. Reporting

Monthly reports on grievances, resolution times and outcomes go to the Managing Director. The procedure is evaluated every three years or as needed.

9. Storing of Grievances

All records ... are securely stored on Thaisarco’s server with encryption to ensure privacy and confidentiality.