Grievance Procedure

How it works

PT BIA’s grievance procedure was established so as to enable stakeholders to address grievances they may have towards the Company and the implementation of its NDPE Policy. Parties considered to be stakeholders include our peers, buyers, suppliers government institutions, non-government organizations, and others. This mechanism is important for the overall sustainability of our operations as it allows us to monitor our NDPE implementation progress with feedback from third party stakeholders.

PT BIA will investigate all grievances and cases submitted. The cases that are presented here have been found to be eligible grievances based on our rigorous investigation process

Grievance Mechanism

This is PT.BIA’s Grievance Mechanism that is in compliance with the RSPO Complaints System to communicate with stakeholders who raise grievances including their concern, suggestion, or complaint.

The Mechanism should involve an appropriate level of management and deal with grievances in a fair, reasonable and timely manner through the understandable and transparent process that provides feedback to those concerned, whitout any retribution.

The Mechanism should be kept as simple as possible, avoiding unnecessary administrative stages. Grievances can be raised verbally to officers who then document them in a grievance log, or can be raised in writing, by email, by telephone or online through PT.BIA’s website.

Submit Grievance

Grievances can be submitted through any of the following channels:

By email to

By telephone to

+62 21 8-86 4070

By messaging the following local mobile numbers via SMS or WhatsApp

These hotlines are available during and outside office hours

In writing to

Pacific Century Place Building Level 17,
SCBD lot 10 Jln Jend Sudirman Kav 52-53
Jakarta 12190

Grievance Log

Grievance Raiser
No.DateSummary of IssueGrievance RaiserSourceStatus
1.December 19th 2019on 19 December 2019, through OECD mechanism the Korean NCP accepted a specific instance submitted by four civic groups including Korean Transnational Corporations Watch (KTNC Watch), PUSAKA, SKP KAMe, and WALHI Papua related to the alleg violation of Free Frior Informed Concent (FPIC), deforestation and river pollution, then Feb 12th, 2020 POSCO International submit their reposns , then March 9th 2020 complaint submitted the addition statement. Mediation processed is conducted 3 times during 17 march 2020 until June 23rd 2021, until the KNCP has announced final statement at 18 January 2022.(KTNC Watch), PUSAKA, SKP KAMe, and WALHI PapuaClick hereCLOSED

View Progress
2.February, 12th 2020on Feb 12th, 2020 "The case of the demolition of the sacred site of Yawantop, the indigenous community of Malind and Wambon Tekamerop". The letter was received and a field verification was immediately carried out. Following the field verirication, a stakeholder meeting with the head of the LMA, the customary community, and also the local government was held on February 20, 2020, the traditional ceremony ritual to restore the sanctity to the site was conducted on March 12, 2022, and replanting program was initiated on Saturday 4 April 2020Yayasan Pusaka Bentala (Pusaka Foundation)Click hereCLOSED

View Progress
2020.02.12PT BIA received complaints from the Bentala Pusaka Foundation regarding the demolition of a sacred site of Yawantop, the Indigenous peoples of Malind and Wambon Tekamerop. Allegedely, the Company had destroyed sacred site used to perform traditional rituals. A field verification was immediately carried out and it was discovered that the area in question was a category HCV 4 area which according to the testimony of the Basik-Basik clan, was a natural well of 0.2 ha
2020.02.20Public consultations related to the clarification and rehabilitation of high conservation value areas have been carried out with LMA, indigenous communties, and local NGOs with the consultations also being attended by local governments bringing the total attendance to 66 people.
2020.03..12A traditional ceremony has been held between the clans involved, the company and also the local community. Followed by rehabilitation (replanting) with the plants requested by the clan on April 4, 2020.
2020.04.04At present, the Case has been listed as Resolved and continues to be monitored by the HCV team who also collaborates with the VMT (Village Monitoring Team) that has been formed comprised of members of the indigenous community itself.
2019.12.19Four civic groups (KTNC Watch, PUSAKA, SKP-KAMe and WALHI Papua) submitted a complaint to KNCP regarding the development and production of palm oil.
2020.2.12The company submitted their response to the complaint
2020.3.9Complainant submitted an additional statement
2020.3.17KNCP Initial Assessment results and mediation process is announced
2020.8.201st Mediation Committee meeting (explained implementation of NDPE policy, etc.)
2020.9.18Initial assessment completed
2020.12.22nd Mediation Committee meeting (provided further explanations on implementation of NDPE policy and other inquiries)
2020.12.16Parties agreed to further mediation procedures, extension of deadline
2021.6.233rd Mediation Committee meeting → an agreement was not reached
2021,11Iin response to KNCP request, the company submits its opinion on the KNCP Final Statement draft
2022.1.18KNCP Final Statement is announced
The KNCP published its Final Statement on January 13, 2022. The statement indicated that KNCP did not accept the complainants' claim, but recommended that POSCO International should continue with its current efforts to implement active environmental and social policies and communicate with stakeholders in the future. In response, POSCO International submitted a performance report to KNCP on July 29, 2022, detailing the progress of their ESG activities, including the implementation of the NDPE policy in accordance with the recommendations.