Our stakeholders and their interests are identified, analysed and mapped to inform impact and risk assessments and social management plans. All sites and projects are required to establish a process to ensure affected stakeholders receive relevant up-to-date information, are provided with opportunities to express their views on decisions that may affect them, and that these views are considered in decision-making processes.
Iluka’s Grievance Management Procedure was developed in accordance with the United Nations Guiding Principles on Business and Human Rights. A requirement of the procedure is that all locations develop and maintain a locally-appropriate grievance mechanism that is respectful of local cultural norms and easy for community members to access. In 2019 a review of grievance processes was undertaken to ensure that these objectives are being met and efforts were made to strengthen our handling of grievances across the Iluka Group where required.
Iluka received and investigated 95 complaints globally in 2019. This was an increase from 69 in 2018, which may partly be attributed to our improved reporting process and employee training.
Stakeholders should feel comfortable about contacting us to report any issues or concerns, and complaints are taken seriously and investigated, in accordance with Iluka’s Grievance Management Procedure. All grievances of a medium to high-level classification are reported through to the Board as part of the monthly Sustainability Performance Report.
Iluka requires all social incidents be recorded.
Social incidents are either:
- unplanned or unwanted events which involve the local community, or other external stakeholders, and have the potential to affect the security, safety and/or reputation of Iluka employees, contractors, site visitors and/or assets;
- unplanned or unwanted events associated with Iluka sites, projects or personnel that affect communities or community members;
- a community complaint/grievance; or
- a breach of Iluka’s social obligations.
Iluka uses an event management system to record social incidents, which are then classified according to the severity of the incident. Level 1 incidents have no or minimal impact, while Level 5 incidents have the greatest potential impact. All Level 3 and above incidents are reported to the Board. For 2019, 38 social incidents were recorded for the Iluka Group, with seven of those being Level 3 and above. No Level 5 social incidents were recorded in 2019.