EGM ( External Grievance Mechanism)
KIS Group is committed to conducting its business responsibly, transparently, and sustainably, while respecting human rights, protecting the environment, and supporting the well-being of communities affected by our operations.
To support this commitment, KIS Group has established an External Grievance Mechanism (EGM) applicable to :
- PT KIS Biofuels Indonesia,
- PT KIS Green Technology Projects, and
- PT Knowledge Integration Services Indonesia.
This mechanism provides an accessible channel for external stakeholders to submit grievances, concerns, inputs, or suggestions related to environmental, social, health & safety, or other operational matters.
The External Grievance Mechanism (EGM) is open to all external stakeholders and allows for anonymous submissions. All grievances will be handled in a confidential manner, and complainants will be protected from any form of retaliation, intimidation, or discrimination. Each grievance will be duly recorded, assessed, and addressed in a fair, transparent, and timely manner, in accordance with applicable regulations and KIS Group Sustainability2 commitments. The mechanism is accessible to all stakeholders and is provided free of charge.
OBJECTIVES OF THE EXTERNAL GRIEVANCE MECHANISM
The External Grievance Mechanism aims to:
- Receive and register grievances, inputs, or suggestions from external stakeholders
- Screen and assess the issues raised
- Determine appropriate follow-up actions
- Provide, track, and document responses in a transparent and accountable manner
WHO CAN SUBMIT A GRIEVANCE
The External Grievance Mechanism is open to all external stakeholders, including but not limited to:
- Local communities around project areas
- Business partners and contractors
- Visitors
- Civil society organizations
- Any other affected or interested parties
GRIEVANCE HANDLING PROCESS
All grievances received will be handled through the following process:
- Receipt & Registration
All submissions are recorded and logged internally. All submissions are recorded and logged internally. Grievances will be acknowledged within 3-5 working days of receipt and addressed as soon as practicable, depending on the complexity of the case. - Screening & Initial Assessment
The grievance is reviewed to understand its nature, urgency, and level of risk. Sensitive grievances, including cases related to harassment, discrimination, or violence, will be handled with enhanced confidentiality and care, and may be escalated to designated personnel in accordance with internal policies. - Determination of Follow-Up Actions
Relevant internal units are assigned to address the issue, and appropriate corrective or preventive actions are identified. - Response & Resolution
Responses or corrective actions are documented and communicated to the complainant in a timely manner. The timeframe for resolution may vary depending on the complexity of the case. - Documentation & Record Keeping
All grievances and actions taken are recorded and maintained for monitoring, reporting, and continuous improvement purposes.
GRIEVANCE REPORTING MECHANISM
Grievance can be raised verbally to officers in each site, or can be raised as well as by:
- E-mail: contact@kisgroup.net
Or
- or please complete the form belowto submit your grievance via the online form.
* Anonymous submissions are accepted and will be recorded and processed accordingly. All personal data provided will be treated confidentially and protected in accordance with applicable data protection principles. Information related to grievances will not be shared beyond the EGM team without the prior consent of the complainant, except where disclosure is required by law.