Grievance Management Systems

Utilizing its formal grievance system, Cerro Verde has successfully worked with community members, including within the Uchumayo District (background), to address 146 complaints regarding noise and vibrations from pumping stations (center). The stations are an integral component of the Arequipa Region’s first ever wastewater treatment system which is designed to treat 90 percent of Arequipa’s domestic and industrial wastewater. Grievance remedies ranged from home relocations to replacement of windows.

Our operations utilize a community grievance management system for recording, processing and responding to local concerns. Grievances may be received by Community Liaison Officers in the field, through engagement at established company/community forums, via physical drop boxes, or via local hotlines. Site-level Community Grievance Officers ensure community grievances are handled in a timely and transparent manner. Our site-level community grievance mechanisms complement the global, publically available anonymous reporting options associated with our PBC and reflect our commitment to remedying impacts we contribute to or cause. They also help us manage and reduce community and company risks by effectively resolving issues before they escalate into larger conflicts. Use of our community grievance mechanism does not preclude access to judicial or other non-judicial grievance mechanisms.

In addition to grievances discussed in the photo caption above, 106 community grievances were recorded at our global operations (excluding TFM) during 2016. Regardless of the types and credibility of these allegations, all cases reported were documented, reviewed and closed, or are currently being processed.

In 2017, we are embarking on a project to review our global grievance management standard operating procedure against the
UN Guiding Principles effectiveness criteria for non-judicial grievance mechanisms. Before finalization, the procedure will be reviewed with a set of community stakeholders to ensure effectiveness from their perspective. This will include surveying community stakeholders to determine if local mechanisms are well known, understood and fit for purpose based on the local context.