Effective since 2016, PHC's complaints mechanism allows all stakeholders, including company workers, local communities and associations, to raise their concerns with PHC. This process is distinct from other complaint management processes that the company supports, such as the community mediation process currently underway with the Independent Complaints Mechanism (ICM).
Although all stakeholders use the same mechanism put in place by PHC, the handling of complaints is different. Complaints internal to the company such as those related to the collective agreement (salaries, housing, etc.) are handled by Human Resources. Those concerning external problems, for example, complaints related to social problems and conflicts between members of the community or complaints related to non-respect of commitments made by the company within the framework of social clauses, are handled by the teams. ESG (Environmental and Social Governance) from PHC.
To manage a complaint, PHC relies on its IMS (Information Management System) which allows complaints to be recorded and tracked. Complaints are recorded and classified according to different categories in order to determine responsibilities and parties to be involved. Resolution time and complainant satisfaction are systematically recorded in the IMS when a complaint is closed. PHC ensures that this mechanism is transparent and accessible to all. The company is committed to ensuring that there is no retaliation or discrimination against stakeholders who raise their concerns.
The complaint management mechanism includes five steps, namely:
- Registration and receipt of a complaint: Complaints are recorded by the PHC ESG team either verbally or in writing.
- The acknowledgment of receipt given to the complainant: Once PHC registers the complaint, the complainant can receive the acknowledgment within seven days.
- The investigation carried out by PHC: The investigation is conducted under the supervision of the ESG team by involving the persons concerned according to the complaint.
- Response formulated and transmitted to the complainant: A response to the complaint and a proposed solution are sent to the complainant within 30 days.
- The complainant accepts or refuses the proposed solution : If the complainant rejects the proposed solution, the mechanism provides for the escalation of the complaint which will be managed by the ESG Director or the General Manager. If it is still not accepted, the complainant, if he deems it relevant, can address his complaint to a legal institution or to civil society. In most cases, complainants are satisfied with the mechanism put in place by PHC, as it is designed to address their concerns.