To effectively manage any issues caused by operations which might impact the community in the operations or adjacent area, PTTEP has developed 2 guidelines i.e. Grievance Handling Guideline and PTTEP Involuntary Resettlement Guideline as a group-wide practice to ensure aligned implementation in both domestic and international assets in addition to the existing mechanisms.
In verification and validation of our effectiveness, grievance mechanisms are provided for stakeholders to choose at their convenience. At operation sites, stakeholders can send complaints directly to the on-site External Relations staffs, Operation staffs or even to PTTEP staff at corporate offices. Currently there are 2 mechanisms for reporting complaint:
1. SSHE Incident Management System (IMS); a web-based system
Trained on-site staff will collect and log the complaint from the community in the system at the same time this information is also accessible to staff from corporate offices as well.
2. PTTEP website
PTTEP website provides direct and discrete channels for grievance reports under "Contact Us" web page and Hotline number 66 (0) 25374000. This is a centralized management tool to track and follow up with relevant functions to address the issue.
In addition, PTTEP has developed Grievance Handing Guideline to establish a formal process allowing stakeholders to raise complaints regarding impacts from PTTEP activity and ensures that such complaint is addressed and resolved in a timely manner.
Grievance Record Form is used to track the grievance throughout the process whilst Incident Management System or IMS, a Web-based System operated by PTTEP, is used to track the management of grievance handling.
Grievance Handling process
PTTEP operations and activities need to acquire or access to public or private land. Often, this land will be occupied or utilized in some manners. As a result, acquiring land or land use rights for a given project may cause physical and/or economic displacement e.g. loss of assets or shelters and loss of income source.
Company prime objective is to acquire land or access to land through voluntary agreement with land owners or user rather than through law enforcement. PTTEP Involuntary Resettlement Guideline has been developed to advise company to implement key activities to minimize impact and maintain relationship with stakeholder.
PTT Exploration and Production Public Company Limited555/1 Energy Complex Building A, 6th Floor & 19th - 36th Floor, Vibhavadi-Rangsit Road, Chatuchak, Chatuchak, Bangkok 10900 Thailand
Phone : 66 (0) 2537-4000
Fax : 66 (0) 2537-4444
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