Grievance mechanism

Palmas listens to you

We encourage an open and inclusive dialogue

Procedure applicable to employees, communities, non-governmental organizations, and natural persons.

Grupo Palmas considers a complaint or grievance to be any issue, worry and/or problem (perceived or real) that an individual or a group of individuals wishes the company to evaluate and eventually resolve.

Download the Grievance Redress Manual here (Internal) Download the Grievance Redress Manual here (External)

Reporting channels

How to report a case?

  • Through our website (complete the complaints and grievances form).
  • By e-mail: quejasyreclamos@palmasteescucha.com
  • By phone: 0800 18 169 / (01) 219 7169
  • By mailbox: located at strategic points at every operation of Grupo Palmas, as well as at neighboring communities.
  • By writing to the indicated addresses (here).
  • By contacting our personnel: from Community Relations, Safety, Social Assistence or our agricultural auxiliaries.
  • If you desire information of our policies, procedures and protocols related environmental, social, health and safety at work, labor rights, grievance registration, among other public documents. (here).

COMPLAINTS AND GRIEVANCES RESPONSE FLOW

COMPLAINT OR GRIEVANCE

RECEPTION Grievance mechanism

CHANNEL Website / Physical Form / Phone / Mailboxes

REVIEW

PREPARATION OF RESPONSE

REPLY

TERM Between 1-8 weeks, or as agreed and informed

GRIEVANCE CLOSING

  • Inform the actors involved (via letter, email or personally)
  • Satisfaction of the actors regarding the solution the company provided
  • Implementation of the solution
  • - GROUNDED The facts alleged by the claimant have been proven

  • - UNGROUNDED The facts alleged by the claimant have not been proven

  • - INADMISSABLE In case the claimant:
    - Does not provide evidence.
    - Provides partial or ilegible information.
    - Submits a complaint or grievance that falls outside our organization's responsibility.

  • - ANTICIPATED CONCLUSION - Dismissal in writing.
    - Direct engagement.
    - Conciliation.