Grievance System

This Grievance Procedure was established for DSN Group to address grievances from parties, including individuals, community representatives, as well as non-governmental organizations. DSN Group Sustainability Policy extends to all parts of our supply chain and requires our suppliers to also act in an environmentally sustainable and socially responsible manner. Any grievance, complaint or concern from external parties against DSN Group and its supply chain, especially with respect to the implementation of our Group Sustainability Policy and No Deforestation, No Peat and No Exploitation (NDPE) Policy, may be submitted in writing, online or directly through the channels described below.

The Grievance channel is an important feedback mechanism for stakeholders to assist DSN Group’s operation compliance monitoring against our policies. The Grievance Procedure (visit the link below) promotes transparency and accountability, through disclosure of our grievances handling processes and an online submission to ensure public access for complainants. The list of grievances received with updates on our actions to address them is published annually in DSN Group’s Sustainability Report.

The Grievance handling process is composed of several stages based on the gathered facts related to the complaint. This is a circular process which may involve external parties as well as several levels of hierarchy in our organization, depending on the level of complexity of the submitted grievance case to allow grievances to be dealt with fairly and in a timely manner. To ensure effectiveness, we also regularly review our Grievance process, which includes consultations and inputs from our stakeholders.

Based on DSNG Grievance Procedure, all cases which are received will be processed according to the received evidence to date.

GRIEVANCE REPORTING MECHANISM

Grievance can be raised verbally to officers in each site, who then put the concerns into DSNG grievance system, as well as by: