As part of our Sustainability Policy published in December 2014 followed by the implementation of our commitments, we undertook to establish a transparent and accountable grievance system as a platform for stakeholders to inform us of issues in our supply chain. The grievance mechanism will provide a systematic and fair approach in the treatment of grievances from the point of receiving the complaints.
Step-wise approach for handling grievances
Initial Assessment of Grievance
|Compliance Grievances||Dispute Grievances|
|Against Musim Mas Group||Against Musim Mas Group|
|Against Third-party Suppliers||Against Third-party Suppliers|
Compliance Grievances: involve a breach of our Sustainability policy, RSPO P&C, RSPO Next, and/or the Palm Oil Innovation Group (POIG) charter.
Dispute Grievances: involve conflicts or disagreements between two or more parties.
Compliance Grievance - Process Flow
Musim Mas Compliance
Third-Party Suppliers Compliance
Dispute Grievance - Process Flow
Disputes involving Musim Mas Group
Disputes involving Third-party Suppliers
Channels of Lodging a Complaint
|Website submission||Please click here to use the online form.|
|By SMS||(62) 8116159071|
(1) Name of Complainant
(2) Name of Musim Mas subsidiary/ third-party supplier/ others whom the complaint is made against.
(3) Key points of complaint
|By Phone Call||(62) 8116159071|
|By Fax||(62) 61 6613060|
150 Beach Road, Level 24, Gateway West, Singapore 189720
Attn: Corporate Communications Department (Grievance Coordinator)