GOVERNANCE

Grievances and complaints

GRI 102-17, 103-2

The independent Ombudsman channel is available at Klabin´s website, anyone can report suspected violations of the Code of Conduct, laws or internal regulations. The channel enables anonymous and fully secure contacts. A protocol number will be generated for status tracking. Another point of contact is the Fale com a Klabin , with a focus on the forestry areas.

1,752 complaints were filed in 2019 through the Integrity and Ombudsman and Fale com a Klabin (Santa Catarina, Angatuba and Paraná) channels

Classification of the main complaints:

  • Behavior
  • Conflicts of interest
  • Non-compliance with standards and policies
  • Impacts of the forestry operation:
    • Dust
    • Damage to rural roads
    • Traffic-related deviations (speeding and dangerous overtaking maneuvers)
  • Impacts of plant operations:
    • Odor occurrence
    • Sporadic noises

Complaint mechanisms1

GRI 102-17

Complaints 2017 2018 2019
Total 2.197 2.338 1.752
Addressed 2.197 2.338 1.703
Resolved 2.027 2.162 1.384
Pending 170 176 368
Filed before the reporting period and resolved during the year 45 112 114

1Information that violates Klabin’s Code of Conduct