Valterra Platinum — Your voice matters: understanding the grievance process
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PROCESS OPERATIONS
Your voice matters: understanding the grievance process
A clear and confidential pathway for raising concerns, resolving issues and strengthening our workplace culture
Valterra Platinum recognises the importance of managing and resolving issues, grievances and incident-related complaints raised by external stakeholders. Any person or group affected, or potentially affected, by Valterra Platinum’s activities, contractors, subcontractors, joint venture partners or other business relationships has the right to raise concerns and receive a timely, respectful, fair and appropriate response.
Grievance and incident process flow
1 Grievance notification
Formal channels of communication:
• Email
• Telephone
• WhatsApp/ SMS
• Internal incident reporting mechanisms
For email submissions, email:
sprocessing.grievances@valterraplatinum.com
For WhatsApp/ SMS, contact: 066 104 8561
Acknowledgement
• All incidents and grievances are acknowledged within two business days.
• Acknowledgment is sent via both a phone call and an email to the complainant.
Escalation
The grievance or social incident will be referred to the relevant department for investigation, which may include:
• Safety, health, and environment (SHE)
• Protection services
• Supply chain
• People and organisation
• Social performance
2 Investigation
Investigation and analysis
• The complaint or incident is thoroughly investigated and analysed.
• This step may include interviews, collection of statements, and meetings with all impacted stakeholders to ensure comprehensive assessment.
3 Reporting
Communication of findings and formal response
• Findings are discussed with the complainant or affected stakeholder.
• A formal response is provided within 45 working days from the date the complaint was received (timeline may vary for complex cases).
Outcome accepted
• Implement the agreed close-out actions
• Formally close the grievance
Outcome not accepted
• Appeal may be lodged within 30days of receiving formal response
• Appeal may be lodged by sending an email to: grievanceappeals@valterraplatinum.com
If you have a concern, speak up – your feedback plays an important role in helping us create safer, stronger and more sustainable operations for everyone. Valterra Platinum is committed to addressing stakeholder concerns fairly, respectfully and promptly.
Valterra PLATINUM
www.valterraplatinum.com
Your voice matters: understanding the grievance process
A clear and confidential pathway for raising concerns, resolving issues and strengthening our workplace culture
Valterra Platinum recognises the importance of managing and resolving issues, grievances and incident-related complaints raised by external stakeholders. Any person or group affected, or potentially affected, by Valterra Platinum’s activities, contractors, subcontractors, joint venture partners or other business relationships has the right to raise concerns and receive a timely, respectful, fair and appropriate response.
Grievance and incident process flow
1 Grievance notification
Formal channels of communication:
• Telephone
• WhatsApp/ SMS
• Internal incident reporting mechanisms
For email submissions, email:
sprocessing.grievances@valterraplatinum.com
For WhatsApp/ SMS, contact: 066 104 8561
Acknowledgement
• All incidents and grievances are acknowledged within two business days.
• Acknowledgment is sent via both a phone call and an email to the complainant.
Escalation
The grievance or social incident will be referred to the relevant department for investigation, which may include:
• Safety, health, and environment (SHE)
• Protection services
• Supply chain
• People and organisation
• Social performance
2 Investigation
Investigation and analysis
• The complaint or incident is thoroughly investigated and analysed.
• This step may include interviews, collection of statements, and meetings with all impacted stakeholders to ensure comprehensive assessment.
3 Reporting
Communication of findings and formal response
• Findings are discussed with the complainant or affected stakeholder.
• A formal response is provided within 45 working days from the date the complaint was received (timeline may vary for complex cases).
Outcome accepted
• Implement the agreed close-out actions
• Formally close the grievance
Outcome not accepted
• Appeal may be lodged within 30days of receiving formal response
• Appeal may be lodged by sending an email to: grievanceappeals@valterraplatinum.com
If you have a concern, speak up – your feedback plays an important role in helping us create safer, stronger and more sustainable operations for everyone. Valterra Platinum is committed to addressing stakeholder concerns fairly, respectfully and promptly.
Valterra PLATINUM
www.valterraplatinum.com