Complaints Incident Management

Incident Management Guidelines

Complaints made by governments, local authorities, other companies, communities, groups, or individuals may result in reputational and liability risks to the company. They may also generate resentment and ill will from local communities and workforces that could result in peripheral threats to business activities, such as widespread labor disputes or, in severe cases, to threats posed directly to personnel and assets. Complaints may be related to employment conditions and terms, labor disputes, business arrangements and contracts, the leasing of vehicles or facilities, damage resulting from accidents, contaminant spills, contract awards, or construction tasks. Complaints may also result from disputes over right of passage or land ownership claims.

In the event of a complaint incident occurring, the following points should be addressed:

✓ Action Points

1. Stand up the nominated incident manager using the SAD CHALETS system. Mobilize the Crisis Response Team only if the incident is significant, with immediate and high‐impact risk implications.
2. Establish whether there is documented evidence to substantiate a complaint.
3. Establish immediate risks associated with a complaint:
   • Physical
   • Operational
   • Liability
   • Reputational
   • Relationship
4. Take written statements from the person or group making the complaint.
5. Take written statements from those accused of a wrongdoing.
6. Seek legal assistance if appropriate.
7. Notify law enforcement agencies if a civil issue.
8. Make no admission of guilt or responsibility until all facts are known and authorized persons determine the course of action.
9. Ensure that all information is accurately documented.
10. Take disciplinary or compensation actions within permitted parameters of authority.
11. Provide an IMP Risk Assessment Report as soon as possible.

Key People to Call (see the IMP Communications Plan)

Group	Yes/No	Group	Yes/No
• Medical organization		• Organic QRF
• Military interface		• Crisis response team
• Embassy or consulate		• Security provider (vendor)
• Police, fire, or ambulance		• Other groups