Grievance Procedure

KLK ensures all grievances from external stakeholders relating to the implementation of its Sustainability Policy within its operation and across its supply chain are handled via this GRIEVANCE PROCEDURE. It outlines a clear, transparent and impartial methodology in dealing with the grievances throughout the entire process. KLK views such feedback and input to be important to have a meaningful gauge on the effectiveness in the implementation of its Sustainability Policy. Grievances may be submitted via the following channels to :

The Grievance Officer

Website : e-Grievance Form
Mail : Sustainability Department
Wisma Taiko, No 1, Jalan S.P. Seenivasagam,
30000 Ipoh, Perak, Malaysia
Fax : +605-240 8118

The following information must be included :-

Name (in full)
Name of Organisation & Job Title (if relevant)
Mailing Address
Tel / Mobile No / Email (at least one)
Detailed Description Of The Grievance
Evidence To Support The Grievance

GRIEVANCE REDRESSAL

Grievance Redressal List

REF. NO.	DATE RECEIVED	COMPANY	SUBJECT MATTER	STAKEHOLDER(S)	PROGRESS
G07	March 2018	PT Citra Niaga Perkasa (PT CNP), PT Temila Agro Abadi (PT TAA), subsidiary of FGV	Alleged clearing of forests and peatlands Report is available here	GreenPeace	KLK representatives met with Sustainability and Engagement Team of FGV on 5 December 2018. KLK team highlighted its revised Sustainability Policy and requested FGV to comment on the allegations under reference. FGV informed that they have put a stop work order on PT Citra Niaga Perkasa and PT Temila Agro Abadi since April 2018. An announcement on this commitment had been made public. FGV has also consulted Kementerian Lingkungan Hidup dan Kehutanan (KLHK) on the issue of deep peat. It added that water monitoring facilities have subsequently been installed in such areas as recommended by KLHK. Progress report on the water monitoring would be submitted to KLHK as per their advice. Restoration activity has started in the peat area categorized under ‘Protection’ that was cleared earlier and there would be no replanting in those areas. For existing peat area under ‘Economic’ category, their hydrological function would be maintained. On the labour rights allegation highlighted in the RSPO Complaints Panel Decision Letter, FGV confirmed that it was in the midst of preparing an action plan, targeted to be ready and made public by February 2019.
G07	28 November 2018	Serting POM and its supply base, subsidiary of FGV	Alleged abuses over labour rights Report is available here	Wall Street Journal / RAN
G06	22 October 2018 9 August 2018	PT Menteng Jaya Sawit Perdana (MJSP)	Alleged land clearing activities on peatland. Satellite images are available here	1. Bunge 2. Wilmar	Inquiries were received from Wilmar and Bunge on the alleged land clearance on peatland at PT MJSP, a subsidiary of KLK, in Kalimantan. The following clarification statement is intended to response to the above : A total area of 3,509ha within PT MJSP’s location permit [izin lokasi] has been gazetted by Kementerian Lingkungan Hidup & Kehutanan [KLHH] as Community Forest Plantation [Hutan Tanaman Rakyat (HTR)] in Y2016. A copy of the Ministerial Decree letter [Surat Keputusan Menteri] from KLHH and the HTR map is available here. It is a local government’s development program for the community in this area in collaboration with Gabungan Kelompok Tani Hutan (Gapoktan), and monitored by Forest Agency [Dinas Kehutanan]. The alleged land clearing is currently taking place in HTR area. It is conducted by Gapoktan as part of the above-mentioned project. In addition, there was oil palm planting (Y2009-2011) within the HTR area by PT MJSP. This land will eventually be surrendered to Gapoktan.
G05	6 November 2018	Indofood/Salim Group	Alleged legal and labour violations. Report is available here	Rainforest Action Network (RAN) / Indonesian Labour Rights Association (OPPUK) / International Labour Rights Forum (ILRF)	A complaint had been filed against PT PP London Sumatra Indonesia Tbk by RSPO Secretariat in October 2016 following the report published by RAN, OPPUK and ILRF. In November 2017, the RSPO Complaints Panel (CP) announced that an independent verification would be carried out to determine the veracity of the allegations. This independent verification was done on 8 June 2018 followed by a decision by RSPO CP dated 2 November 2018. It involves suspension of certificates of the audited units as well as demand for full audits of all other RSPO-certified units of Indofood’s palm oil subsidiary within three months. KLK has put on hold purchases from Indofood with effect from September 2016 pending a concrete action plan from Indofood / Salim to be made public.
G04	12 April 2018	PT Persada Kencana Prima, a subsidiary of TH Plantation Berhad, in North Kalimantan, Indonesia	Alleged clearance of forested peatlands. Report is available here	Chain Reaction Research / GreenPeace	KLK representatives met with Sustainability Team of THP on 20 August 2018. KLK team reiterated its Sustainability Policy and sought clarification on the allegations. THP informed that they have put a stop work order on PT Persada Kencana Prima and Hydroflow Sdn Bhd since July 2018. The stop work order continues, pending a Board decision on the the Group’s Sustainability Policy and Commitments which would be made public.
G03	17 November 2017	PT Kahayan Agro Plantation (PT KAP), a subsidiary of Anglo Eastern Plantations	Alleged deforestation, land conflict, licensing issues and sourcing of non-compliant palm products. Report is available here	Mighty Earth	Representatives from KLK engaged with those from Anglo Eastern Plantations (AEP) on 17 April 2018. The former reiterated its Sustainability Policy and sought clarification on the allegations. AEP is committed to conduct HCS assessment using HCS Approach methodology for all new development area. There is no plan to have new expansion in peat land area. For existing plantations in peat, the company will adopt best management practice. On 18 May 2018, AEP updated its commitment towards Environmental and Corporate Responsibility which include a statement of no planting of primary forest which is now published on its corporate website.
G02	3 November 2017	Myanmar Stark Prestige Plantation (MSPP), a subsidiary of the Samling Group in Myanmar	Alleged deforestation, land grabs and indigenous rights violations. Report is available here	GreenPeace / Mighty Earth	KLK representatives engaged with Samling Group on 29 January 2018 where KLK reiterated its Policy and sought clarification on the allegations. They clarified its position on the allegations that are backed with supporting documents concerning their operation in Myanmar. Moratorium on land clearing activities on their Myanmar operation started since February 2017. The company has engaged assessor to conduct relevant assessments to ensure that they are in compliance with the NDPE policy requirements. We were told that Samling was in the process of divesting their PNG concession in 2017. The divestment process had completed in early 2018. Samling has also committed to a moratorium on land clearing activities in their Indonesia operation. It implies that relevant assessments would have to be conducted prior to resuming their land clearing for palm planting in the future.
G01	20 February 2015	Austindo Nusantara Jaya Agri (ANJ), in Sorong, West Papua, Indonesia	Alleged clearance of potential High Carbon Stock (HCS) forest. Related media article is available here.	Mongabay	KLK has initiated the first engagement with Austindo Nusantara Jaya Agri (ANJ) on 6 October 2016 and subsequently in November 2016 and 16 March 2017. ANJ has officially adopted a comprehensive “No Deforestation, No Peat, No Exploitation” (NDPE) policy” in November 2016. KLK has put on hold purchases with effect from December 2016 pending a concrete action plan from ANJ to be made public.

As at: 7 November 2018