SOCIAL

Grievance Mechanism

Building and operating an industrial enterprise raises complex challenges. Ambatovy is committed to addressing all issues that are brought to its attention responsibly and transparently. A Grievance Mechanism System has been put in place for reporting, assessing, and addressing all complaints. Ambatovy defines a complaint as “a claim or grievance filed by an individual or a group within the communities affected by the operations of the company.”

Types of grievances

  • Physical or financial damage;

  • Risks linked to health, safety, and the environment;

  • All forms of harassment;

  • Improper or immoral behavior.

Who can use this mechanism?

Any individual or community who feels negatively affected by Ambatovy’s activities can file a complaint.

All complaints received from Ambatovy’s local communities will be accepted, analyzed, and processed.

How to file a grievance

Ambatovy has set up a comprehensive grievance system that combines verbal resolution through social agents with modern methods of communication for submitting grievances.

  • In communities, grievances may be filed with any field worker or through the leading local authority (Chef de Fokontany), who will assist with the completion of the necessary grievance form.Three copies of the form are filed; one for Ambatovy, one for the local authority, and one for the grievant;

  • Grievances may be sent by email to grievance@ambatovy.mg;

  • Grievances may be called in on the following toll-free numbers:

- +261 (0) 32 32 033 33

- +261 (0) 33 65 333 33

- +261 (0) 34 30 333 33

  • A grievance form may also be submitted at Ambatovy offices in Antananarivo, Moramanga, or Toamasina, or placed in special drop boxes at the Ambatovy Information Centers.

Handling grievances

Receipt

Upon receipt, all eligible grievances are registered and forwarded to the appropriate department for processing.

An acknowledgment of receipt, or in certain cases, a comprehensive response, will be sent within 30 days after registration. This letter serves to formalize the receipt of the complaint while providing a preliminary response and informing the complainant of next steps to be taken, if any.

Investigation

A thorough investigation will be carried out to find out more about the complaint and to determine the course of action to be followed.

Resolution

Following any investigation, the complainant will be informed of the results and be given a response. If the grievant agrees with the proposed solution, he/she will be required to sign a response form. If the grievant does not agree, the case will be reviewed for other potential courses of action.

Grievance resolution is sometimes complicated and can take many forms. Solutions may be in the form of compensation, rectification, or mutual agreement of another kind.