{"id":1564,"date":"2021-02-17T06:56:36","date_gmt":"2021-02-17T05:56:36","guid":{"rendered":"https:\/\/dashboard-socfin.emblematik.dev\/?page_id=1564"},"modified":"2025-08-05T16:27:14","modified_gmt":"2025-08-05T14:27:14","slug":"complaints-management","status":"publish","type":"page","link":"https:\/\/www.socfin.com\/dashboard\/en\/complaints-management\/","title":{"rendered":"Complaints management"},"content":{"rendered":"

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_fullwidth_header text_orientation=”center” background_overlay_color=”rgba(0,0,0,0.4)” _builder_version=”4.16″ _module_preset=”default” background_color=”RGBA(0,0,0,0)” background_image=”http:\/\/socfin.com\/dashboard\/wp-content\/uploads\/2021\/02\/0.-Cover-scaled.jpg” height=”275px” global_colors_info=”{}”][\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”2_3,1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”2_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” custom_margin=”||15px||false|false” global_colors_info=”{}”]<\/p>\n

Grievance management system<\/h1>\n

[\/et_pb_text][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

For our Group, respect of human rights and communities is crucial, and we do our utmost to guarantee this. Nevertheless, our approach is sometimes misunderstood or questioned and can generate complaints. Therefore, it was deemed paramount to develop a management and monitoring system.\u00a0\u00a0<\/p>\n

In case of conflict, we encourage dialogue with the stakeholders concerned, at a local, national and international level, so as to resolve the issue appropriately. All complaints are recorded and documented, and we do our utmost to solve all grievances in due course. The system we have implemented with EF (Earthworm Foundation) enables us to monitor the management and handling of complaints received step by step:\u00a0<\/p>\n

    \n
  1. Identification and registration;<\/li>\n
  2. Analysis of the complaint and first contact;<\/li>\n
  3. Investigation and search for solutions;<\/li>\n
  4. Proposal for implementation of corrective action;<\/li>\n
  5. Implementation of an approach or appropriate solution and monitoring.\u00a0<\/li>\n<\/ol>\n

    This grievance management platform and dashboard, developed with the support of EF, guarantees factual and transparent information to our stakeholders. Furthermore, we analyze and formulate each reply together with EF.\u00a0\u00a0<\/p>\n

    On the ground, each plantation has made this external grievance management system available on its website, in order to resolve each grievance or complaint as quickly as possible in full transparency and collaboration with all stakeholders.\u00a0\u00a0<\/p>\n

    [\/et_pb_text][et_pb_text _builder_version=”4.16″ _module_preset=”default” text_font_size=”20px” custom_margin=”||30px||false|false” global_colors_info=”{}”]<\/p>\n

    Grievance procedure process flow<\/strong><\/p>\n

    [\/et_pb_text][et_pb_image src=”http:\/\/socfin.com\/dashboard\/wp-content\/uploads\/2021\/02\/socfin_group_-grievance_management_process.jpg” title_text=”socfin_group_-grievance_management_process” show_in_lightbox=”on” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_accordion open_toggle_text_color=”#FFFFFF” open_toggle_background_color=”#F7941D” closed_toggle_text_color=”#FFFFFF” closed_toggle_background_color=”#F7941D” _builder_version=”4.27.0″ _module_preset=”default” toggle_text_color=”#FFFFFF” background_color=”RGBA(0,0,0,0)” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″][et_pb_accordion_item title=”SAC-01-2019″ open=”off” open_toggle_background_color=”#00A850″ closed_toggle_background_color=”#00A850″ _builder_version=”4.16″ _module_preset=”default” background_color=”#00A850″ background_enable_color=”on” global_colors_info=”{}”]<\/p>\n\n\n\n\n\n\n\n
    Received on:<\/td>\n31\/01\/2019<\/span><\/td>\n<\/tr>\n
    Plantation:\u00a0<\/span><\/td>\nSAC<\/td>\n<\/tr>\n
    Status:<\/span><\/td>\nClosed<\/td>\n<\/tr>\n
    Subject:\u00a0<\/span><\/td>\nA representative of landowning family in the Pujehun District of Sierra Leone, residing in the US, maintains that our land leases are fraudulent and that the Government should exit the lease arrangements and allow their community and SOCFIN to contract directly. We will request further information on what elements\/documents can this person confirm that our land leases are illegal.<\/span><\/td>\n<\/tr>\n
    Progress:<\/td>\nThe claims received by Socfin on April 25th 2019 by a US resident claiming compensation due to a fraudulent land lease in Sierra-Leone refers to historical elements dating as far back as the 19th century, long before Socfin obtained land leases from the government of Sierra Leone to develop an oil palm concession. The claimant has been informed that he should address his claims to official authorities of Sierra-Leone<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/et_pb_accordion_item][et_pb_accordion_item title=”SAC-01-2018″ open_toggle_background_color=”#00A850″ closed_toggle_background_color=”#00A850″ _builder_version=”4.27.0″ _module_preset=”default” background_color=”#00A850″ background_enable_color=”on” hover_enabled=”0″ global_colors_info=”{}” open=”on” sticky_enabled=”0″]<\/p>\n\n\n\n\n\n\n\n
    Received on:<\/td>\n25\/06\/2018<\/span><\/td>\n<\/tr>\n
    Plantation:\u00a0<\/span><\/td>\nSAC<\/td>\n<\/tr>\n
    Status:<\/span><\/td>\nClosed<\/span><\/td>\n<\/tr>\n
    Subject:<\/span><\/td>\nCommunities of Malen and MALOA through FIAN\u2019s support have been asking for certain documents concerning the land lease agreement and other matters related to SOCFIN\u2019s activities in the Chiefdom of Malen, Sierra Leone.<\/span><\/td>\n<\/tr>\n
    Progress:<\/td>\nIn March 2018 Green Scenery requested to have a meeting with the Management of Socfin Agricultural Company (SAC); the meeting took place on 22nd March 2018 with Green Scenery coming with a delegation from Fian as unannounced guest; the SAC General Manager and the SAC Community Liaison Manager answered during this meeting to a list of questions raised.<\/span>
    It was made clear that requested documents related to lease agreements, registry of compensation payments and registry of annual rent payments were available from the Registry Office in Freetown; other requested documents can be obtained from the Union or the Ministry of labour or the Sahn Malen Chiefdom authorities; some requested Company documents were shared while others are restricted information.<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/et_pb_accordion_item][et_pb_accordion_item title=”NIG-02-2017″ open_toggle_background_color=”#00A850″ closed_toggle_background_color=”#00A850″ _builder_version=”4.16″ _module_preset=”default” background_color=”#00A850″ background_enable_color=”on” global_colors_info=”{}” open=”off”]<\/p>\n\n\n\n\n\n\n\n
    Received on:<\/td>\n\n
    Plantation:\u00a0<\/span><\/td>\nOkomu<\/td>\n<\/tr>\n
    Status:<\/span><\/td>\nClosed<\/td>\n<\/tr>\n
    Subject:\u00a0<\/span><\/td>\nThe article\u00a0<\/span>report on allegations declared by a representative of the Okomu Ijaws Community against the State of Edo and the Government (Article)<\/a>. Some of those accusation are also oriented towards OOPC:<\/span>
    \u2013 The community hasn\u2019t been included in the board of OOPC because of they are settlers<\/span>
    \u2013 There is a discriminatory employment policy<\/span>
    \u2013 No visit to this Ijaws host community<\/span>
    \u2013 Admin HQ of Ovia SW local gvt has influenced the change of the name of OOPC to include \u201csettlements of Udo\u201d.<\/span><\/td>\n<\/tr>\n
    Progress:<\/td>\n\n
    \n
    \n
    \n

    Accusations against OOPC have been investigated and further clarifications and documents have been shared by OOPC. Socfin thus concludes that these accusations are unfounded based on the clarifications which are reported below for each of the points under review.<\/p>\n

    \u2013 The community hasn\u2019t been included in the board of OOPC because they are settlers:
    The process of selection of board members follows the OOPC Board Charter<\/span>\u00a0<\/span><\/a>(Section 5) as prescribed by the Code of Corporate Governance of the Securities and Exchange Commission.
    No discrimination criteria towards local communities or settlers are included in this process. One of the criteria clarifies that only shareholders have the right to elect board members.
    The processes used in relation to all Board appointments are available in the\u00a0<\/span>    company\u2019s annual report<\/a>, as required by the Securities and Exchange Commission (SEC).
    The company\u2019s shareholders are drawn from a diversified spread of Nigerian and international individuals and institutions. The list of shareholders (more than 15,000) is available at Caridnalstone Ltd who are the registrar for OOPC. The registrar is required by law and their contact details are included on the company\u2019s website as well as in the company\u2019s annual report. The Company Secretary is also available at all times to guide any shareholder in this regard.
    The company\u2019s registrars are CardinalStone Ltd, 358 Herbert Macaulay Way, Yaba, Lagos; Tel: +234(1) 4405107.<\/p>\n

    \u2013 There is a discriminatory employment policy:
    OOPC has included in its\u00a0<\/span>    employment procedure<\/a>\u00a0<\/span>(section 7, point 9) that:
    \uf0d8 \u201cOOPC shall endeavour to give the first right of employment to candidates within its neighbouring communities, especially where one candidate is not from a neighbouring community and the other candidate is, and where both candidates are equally qualified in all aspects for that vacancy. OOPC vacancy\/vacancies will be placed on the community notice board and the community CDA will provide OOPC with, what they deem to be, suitably qualified candidates for these job vacancy\/vacancies.\u201d<\/p>\n

    Currently OOPC\u2019s permanent staff counts 10 employees from the Ijaw community out of which 2 were honoured in 2017 with long service awards for being with the company for 25 years.
    We invite anyone to contact us through our\u00a0<\/span>    grievance management mechanism<\/a>\u00a0<\/span>if discrimination in a precise case of recruitment has been observed.<\/p>\n

    \u2013 No visit to this Ijaw host community:
    OOPC\u2019s community liaison officer (CLO) is required to visit Okomu Ijaw community, residing at Okomu Town, on a quarterly base, except in exceptional circumstances, such as insecurity issues, which has occurred over the past few years within the Okomu community and its surrounds (in     2015\u00a0<\/span><\/a>and 2017<\/a><\/span>).
    The last visit to the Okomu Ijaw community took place on the 27th July 2018 as stated in the attached draft     meeting minute<\/a><\/span>\u00a0<\/span>and the next visit will be at the end of the 3rd quarter 2018.<\/p>\n

    \u2013 Admin HQ of Ovia SW Local Government has influenced the change of the name of OOPC to include \u201csettlements of Udo\u201d:
    OOPC doesn\u2019t include \u201csettlements of Udo\u201d in its name, it is part of its official address as you can find it on the annual reports. \u201cThe Okomu Oil Palm Company PLC. Okomu \u2013 Udo, Ovia South West L.G.A., P.M.B. 1449, Benin City, Edo State, Nigeria.\u201d<\/p>\n<\/div>\n<\/div>\n<\/div>\n

    \n
    <\/div>\n<\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/et_pb_accordion_item][et_pb_accordion_item title=”CAM-02-2017″ open_toggle_background_color=”#F7941D” closed_toggle_background_color=”#F7941D” _builder_version=”4.16″ _module_preset=”default” background_color=”#00A850″ background_enable_color=”on” global_colors_info=”{}” open=”off”]<\/p>\n\n\n\n\n\n\n\n
    Received on:<\/td>\n\n
    \n
    \n
    Plantation:\u00a0<\/span><\/td>\nSocapalm<\/td>\n<\/tr>\n
    Status:<\/span><\/td>\nOn going<\/td>\n<\/tr>\n
    Subject:\u00a0<\/span><\/td>\nLors d\u2019une conf\u00e9rence de presse organis\u00e9e par le R\u00e9seau des acteurs du d\u00e9veloppement durable (Radd), des femmes riveraines de la Socapalm\u00a0<\/span>accusent les militaires charg\u00e9s de la s\u00e9curit\u00e9 de l\u2019entreprise d\u2019agressions sexuelles\u00a0(Article)<\/a> et la Socapalm d\u2019accaparemment des terres.<\/span><\/td>\n<\/tr>\n
    Progress:<\/td>\n\n
    \n
    \n
    \n

    L\u2019article a \u00e9t\u00e9 enregistr\u00e9 et les accusations list\u00e9es.<\/span>
    Suivant sa proc\u00e9dure de gestion des plaintes, Socfin a analys\u00e9 les \u00e9l\u00e9ments car aucun \u00e9l\u00e9ment factuel n\u2019avait \u00e9t\u00e9 communiqu\u00e9.<\/span>
    Les recherches n\u00e9cessaires pour entrer en contact avec ces parties prenantes et recueillir des \u00e9l\u00e9ments concrets, ont \u00e9t\u00e9 men\u00e9es.<\/span>
    Le journaliste de Camer.be et le RADD ont \u00e9t\u00e9 contact\u00e9s. Ceux-ci n\u2019ont pas fourni d\u2019information suppl\u00e9mentaire et ont sugg\u00e9r\u00e9 de contacter la Synaparcam.<\/span>
    La Synaparcam a \u00e9t\u00e9 contact\u00e9e le 27\/12\/2017.<\/span>
    Localement, la Socapalm a \u00e9galement pris contact avec ses parties prenantes.<\/span>
    En date du 17\/02\/2018, la Synaparcam a transmis une liste non exhaustive de femmes ayant subi des abus.<\/span>
    D\u00e8s ce 26 f\u00e9vrier, la Socapalm va assurer l\u2019analyse des \u00e9l\u00e9ments transmis.<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/et_pb_accordion_item][et_pb_accordion_item title=”CAM-01-2017″ open_toggle_background_color=”#00A850″ closed_toggle_background_color=”#00A850″ _builder_version=”4.16″ _module_preset=”default” background_color=”#00A850″ background_enable_color=”on” global_colors_info=”{}” open=”off”]<\/p>\n\n\n\n\n\n\n\n
    Received on:<\/td>\n\n
    \n
    Plantation:\u00a0<\/span><\/td>\nSocapalm<\/td>\n<\/tr>\n
    Status:<\/span><\/td>\nClosed<\/td>\n<\/tr>\n
    Subject:\u00a0<\/span><\/td>\nAu Cameroun, selon les membres du Synaparcam,\u00a0<\/span>une d\u00e9cision des autorit\u00e9s (datant de 2005)<\/a>\u00a0demande \u00e0 la Socapalm de r\u00e9troc\u00e9der 20 000 ha de terres aux populations. Jusque-l\u00e0 ces terres resteraient occup\u00e9es par l\u2019entreprise<\/span><\/td>\n<\/tr>\n
    Progress:<\/td>\n\n
    \n
    \n
    \n

    L\u2019article a \u00e9t\u00e9 enregistr\u00e9 et, les faits analys\u00e9s et list\u00e9s. Socfin a collect\u00e9 la documentation aff\u00e9rente. Un commentaire a \u00e9t\u00e9 laiss\u00e9 sur le site internet, affirmant que les 20 000 ha avaient \u00e9t\u00e9 r\u00e9troc\u00e9d\u00e9s au propri\u00e9taire l\u00e9gal (l\u2019Etat camerounais) en 2005, et qu\u2019il est du devoir de l\u2019Etat camerounais de d\u00e9cider \u00e0 qui les louer.<\/p>\n

    Suivant notre proc\u00e9dure de gestion des plaintes, Socfin a souhait\u00e9 rentrer en contact avec le journaliste mais entre-temps l\u2019article n\u2019est plus pr\u00e9sent sur Internet.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/et_pb_accordion_item][et_pb_accordion_item title=”OOPC-01-2017″ open_toggle_background_color=”#00A850″ closed_toggle_background_color=”#00A850″ _builder_version=”4.16″ _module_preset=”default” background_color=”#00A850″ background_enable_color=”on” global_colors_info=”{}” open=”off”]<\/p>\n\n\n\n\n\n\n\n
    Received on:<\/td>\n\n
    \n
    \n
    Plantation:\u00a0<\/span><\/td>\nOkomu<\/td>\n<\/tr>\n
    Status:<\/span><\/td>\nClosed<\/td>\n<\/tr>\n
    Subject:\u00a0<\/span><\/td>\nIn Nigeria, Environmental Rights Action\/Friends of the Earth Nigeria and some representatives of the Owan and Okomu communities\u00a0<\/span>accused Okomu Plc of ignoring (Article<\/a>)\u00a0a supposed revocation from Edo State regarding 13 750 ha of land.<\/span><\/td>\n<\/tr>\n
    Progress:<\/td>\n\n
    \n
    \n
    \n

    Socfin has investigated the facts listed as per its grievance management procedure.
    Here is the update that allows to close this grievance :
    In 2017 an NGO called ERA\/FoEN alleged that Okomu was illegally on property which was revoked by the Government. This apparent revocation was not in the name of Okomu, it was unsigned and there was no gazette that went through the House of Assembly ratifying it. In March 2018 the Governor of Edo State came to commission Extension Two of Okomu Oil Palm Company. We attach the three Certificates of Occupancy of OOPC and their respective maps.<\/p>\n

    Okomu \u2013 Certificate of occupancy \u2013 Main Estate<\/a><\/p>\n

    Okomu \u2013 Certificate of occupancy \u2013 Extension 1<\/a><\/p>\n

    Okomu \u2013 Certificate of occupancy \u2013 Extension 2<\/a><\/p>\n

    Okomu maps<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    [\/et_pb_accordion_item][\/et_pb_accordion][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.0″ _module_preset=”default” background_color=”#383838″ background_layout=”dark” custom_padding=”30px|30px|30px|30px|true|false” custom_padding_tablet=”|15px||15px|true|false” custom_padding_phone=”” custom_padding_last_edited=”on|desktop” global_colors_info=”{}”]<\/p>\n

    To file a complaint<\/h2>\n

    Socfin S.A.
    Attn: Grievance coordination team
    4, Avenue Guillaume
    1650 Luxembourg
    Grand-Duch\u00e9 de Luxembourg<\/p>\n

    Ethics helpline<\/a><\/p>\n

    [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

    Grievance management systemFor our Group, respect of human rights and communities is crucial, and we do our utmost to guarantee this. Nevertheless, our approach is sometimes misunderstood or questioned and can generate complaints. Therefore, it was deemed paramount to develop a management and monitoring system.\u00a0\u00a0 In case of conflict, we encourage dialogue with the stakeholders […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","inline_featured_image":false,"footnotes":""},"class_list":["post-1564","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/pages\/1564","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/comments?post=1564"}],"version-history":[{"count":11,"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/pages\/1564\/revisions"}],"predecessor-version":[{"id":5332,"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/pages\/1564\/revisions\/5332"}],"wp:attachment":[{"href":"https:\/\/www.socfin.com\/dashboard\/wp-json\/wp\/v2\/media?parent=1564"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}