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1.Introduction
The purpose of this document is to formalize the management of grievance from Rui Da Hung Technology Materials Co.,LTD to minimize the supply chain risks to the tin recycled business. The grievance process, which outlined in the document, provides an mechanism for our upstream or downstream suppliers to demonstrate their considerations, and also to show how grievances will be managed internally. To sum up, these actions are aiming to improve RDH’s responsible sourcing of minerals and its supply chain.
2. Scope
The grievance mechanism procedure applies to all external suppliers related to the mineral extraction, trade, handling, and export in a conflict affected and high-risk areas(CHARAs). This procedure does not cover grievances raised by internal employees, who should refer to internal grievance procedure.
3.Definitions
| Grievance |
An issue, concern, problem or claim (perceived or actual) that and individual or community group wants addressed by the company in a formal manner. |
| Grievance Mechanism |
A formalized way to accept, assess and resolve community complaints, concerning performance or behaviour of the company, its contractors, or employees, including adverse supply chain environmental and social impacts. |
| Internal Stakeholders |
Groups or individuals within a business who work directly with the business, such as employees and contractors. |
| External Stakeholders |
Groups or individuals outside a business who are not directly employed or contracted by the business but are affected in some way from the decisions of the business, such as customers, suppliers, community, and the government. |
4. Grievance Reporting Channels
RDH will communicate this procedure to its external stakeholders to raise awareness and offer transparency of how stakeholders can voice their grievances. Various channels for external stakeholders to voice their grievances by email:
• rdh_42@rdh.com.tw
5.Roles and Responsibilities
| Roles |
Responsibilities |
| Stakeholder Contact officer |
- Receives grievances and assigns a grievance owner.
- Ensures the grievance mechanism procedure is being followed correctly.
- Maintains grievance register and monitors any correspondence.
- Raises internal awareness of the grievance mechanism among employees and contractors.
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| Grievance Owner |
- Investigates the grievance liaise with the stakeholder contact officer.
- Develops resolution and action to rectify any issues.
- Follow up and track progress of grievance.
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6. Implement Resolution
The grievance owner is responsible for initiating action, monitors action taken to ensure it meets the deadline. Once all actions have been completed and the grievance owners feels that the grievance has been resolved, the grievance owner will inform the stakeholder contact officer to further advice the external stakeholders by email.
7. Reporting
Information outlining the number of grievances, resolution time and outcomes of grievances will be reported to COO monthly. RDH will evaluate and update the Grievance Mechanism procedure every three years (or when required) to continually improve its stakeholder engagement.
8. Storing of Grievances
All records, including grievances forms, investigation notes, and meeting records will be securely stored on RDH documentation storing system at least five years to ensure privacy and confidentiality is maintained completely.
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