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.

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.