Engagement & Grievance Mechanisms

We run regular two-way contact with affected people through site meetings, worker representatives, a multilingual hotline and community drop-ins; in this period we focused on women, migrant workers and disabled people, and used interviews, small-group discussions and anonymous feedback forms to shape the process. For land-related matters, we used a consent-led approach where relevant, held prior discussions with the people concerned, and involved them in designing how the engagement would work; our grievance route was open by phone, web and in person, with 96% of 25 cases closed, 92% of them accessible through the channels we provide, and an average first reply within 3 working days. Where harm was identified, we used direct remedy, service restoration or compensation, and during the period we handled 25 cases in total.

Synthetic illustration for practitioner review only; figures are internally consistent and not based on a real reporter.

We kept dialogue open through project briefings, local liaison sessions, a worker forum and a dedicated email line; the groups we paid particular attention to were women, migrant contractors and disabled people, and we used one-to-one conversations, facilitated workshops and written submissions to gather views. For a project affecting customary land, we applied a consent-based process where needed, consulted before key decisions, and invited community members into the design of the engagement plan; our concern-handling route offered email, phone and an online form, was available in plain language and accessible formats, and closed 18 of 20 matters in the period, with 90% resolved and an average reply time of 2 working days. When issues arose, we used apology, corrective action, reinstatement or payment as appropriate, and we dealt with 20 cases overall.

Synthetic illustration for practitioner review only; figures are internally consistent and not based on a real reporter.

A preparer is drafting the section on how the organisation speaks with affected people. They have one general staff hotline, plus a separate route used by migrant workers through a local support group, and they are unsure whether to mention both.

A site expansion may affect an Indigenous community, and the project team held meetings, shared translated materials, and allowed time for the community to discuss the plan internally before responding. The preparer is unsure whether to describe this as a simple consultation note or as a more specific consent-related process.

The organisation has a complaints route through a phone line, a web form and an in-person desk at one facility, but workers in another location say the web form is hard to use because of poor connectivity and low literacy. The preparer is deciding whether the section can simply list the channels or whether it needs more detail.

The complaints log shows 40 cases opened in the period, 28 closed, and 12 still open at period end. Of the 28 closed cases, 20 were resolved through corrective action and 8 were closed because the issue was outside scope; the average first response time was 5 days. The preparer is unsure how much of this belongs in the disclosure.