Employer Doc. No.

NSRP Contractor Doc. No.

Complex Project Nghi Son Refinery and Petrochemical S-000-1654
1654-0991V
Limited Liability Company Rev. 0 Page 1 of 8
Nghi S
Son,, Vietnam

Employer Contract No.: XXXXX, Contractor JOB Code: 0

0-6495--20 Date: 11/Sep/13
11

EMPLOYEES GRIEVANCE MANAGEMENT PLAN

PLA

Unit No.: Not Applicable

Document Class: Z

Issue Purpose For Construction

Rev Date Page Description Prep'd Chk'd App'd

0 11/Sep/2013
/2013 All Issued for Construction T.H. K.I. Y.O.
Y.O..

Operation Centre JOB Code: Operation Centre Doc. No.:

Responsible Company Prepared by Checked by Approved by
JVD T.Hirano K.Inoue Y.Okazaki

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 Employer Doc. No.
NSRP Complex Project Rev. 0

Contractor Doc. No.

Title: EMPLOYEES GRIEVANCE MANAGEMENT PLAN Page 2 of 8
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S-000-1654-0991
0991V

CONTENTS

1 PURPOSE ................................................................
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2 SCOPE ................................................................
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..................................................3
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3 DEFINITIONS AND ABBREVIATIONS
ABBREVIATIONS ................................................................
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................................................................3
3.1 Definitions ................................................................
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3.2 Abbreviations ................................................................
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.......3
4 REFERENCE DOCUMENTS ................................................................
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5 RESPONSIBILITIES ................................
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5.1 CONTRA
CONTRACTOR
CTOR ................................................................
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.....4
5.2 Subcontractor’s Responsibilities ................................................................
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......5
6 GRIEVANCE MANAGEMENT PROCEDURE ................................
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6.1 Employee Induction................................
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6.2 Receiving and Keeping Track of Grievances ................................
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...................................................5
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6.3 Reviewing and Investigating Grievance................................
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............................5
6.4 Grievance Settlement ................................
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6.5 Monitoring and Reporting ................................
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6.6 Grievance Analysis................................
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7 MONITORING ................................................................
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.......6
8 DELIVERABLES ................................
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8.1 Grievance Register ................................
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8.2 Reports ................................................................
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9 ATTACHMENT................................................................
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Attachment 1 Grievance Form ................................
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...........................7

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 Employer Doc. No.
NSRP Complex Project Rev. 0

Contractor Doc. No.

Title: EMPLOYEES GRIEVANCE MANAGEMENT PLAN Page 3 of 8
S
S-000-1654-0991
0991V

1 PURPOSE

The purpose of this document is to make clear the procedures, roles and responsibilities for
management of grievances with Employee
Employees.
This process is designed to ensure that the resolution of grievances is addressed in a timely
manner; grievances will be properly managed, monitored, recorded and reported, and the
necessary actions to avoid the recurrence of similar problem
problems are taken promptly.
promptly
This plan describes the CONTRACTOR’s roles and responsibilities for receiving, reviewing and
responding to grievances, the recording of grievances and the analysis of the grievances received.

2 SCOPE
This Management Plan applies to CONTRACTOR,
CONTRACTOR all Subcontractors, and suppliers engaged on
any portion of the works associated with the Project where the CONTRACTOR has a prevailing
influence and responsibility over the performance of the works.

3 DEFINITIONS AND ABBREVIATIONS

ABBREVIATIONS
3.1 Definitions

Employer
mployer Nghi
ghi S
Son
on Refinery and Petrochemical Limited Liability Company
Employee Any person(s) employed by CONTRACTOR or Subcontractor
CONTRACTOR : JGC/CHIYODA/GS/SK/Technip Joint Venture
JGC/CHIYODA/GS/SK/Technip
Affected Person(s) Employee
Employee(s) with a grievance
Grievance A complaint, an issue, concern, problem, or claim (perceived or actual)
raised by Affected Person(s).
Grievance mechanism An institutionalized and organized method consisting of specified roles,
rules, and procedures for systematically resolving complaints,
grievances, disputes, or conflicts.
Social Manager CONTRACTOR Manager responsible for Employees Grievance for any
CONTRACT
CONTRACTOR
OR related issues
Project Nghi Son Refinery and Petrochemical Complex Project
Site : Location where the Plant is to be constructed and the vicinity thereof.
Subcontractor : Any company to whom CONTRACTOR has subcontracted any
part of the works.
Supplier : Equipment Supplier, i.e. Vendor.

3.2 Abbreviations
Abbreviation Definition

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Contractor Doc. No.

Title: EMPLOYEES GRIEVANCE MANAGEMENT PLAN Page 4 of 8
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AP Affected Person (person with grievance)

HSSE Health, Safety, Security and Environment
IPMT Integrated Project Management Team of Employer
IPMTHSEMG Integrated Project Management Team HSE Manager

NSRP-SCM
SCM NSRP HSE Division Social & Community Section Manager, Employer
NSRP-SCO
SCO NSRP HSE Division Social & Community Section Officer, Employer
NSRP-GO
GO NSRP HSE Division Social & Community Section Grievance Officer,
Officer Employer

4 REFERENCE DOCUMENTS
S-000-1654
1654-0120V Incident Management Plan
S-000-1654
1654-0700V Security and Vigilance Management Plan
NSRP’s Community Grievance Management Plan (Construction Phase)

5 RESPONSIBILITIES
5.1 CONTRACTOR
5.1.1 CONTRACTOR Site Manager
CONTRACTOR Site Manager will ensure full compliance with the requirements of this document
for construction areas under their direct control.
5.1.2 CONTRACTOR Site HSSE Manager
 Analyse
nalyse the trends and root causes of grievances related to construction activities with the
Social M
Manager
 Ensure
nsure that he has sufficient number of personnel trained in root cause analysis procedures
5.1.3 CONTRACTOR Social Manager
CONTRACTOR
CONTRACTOR’s
’s Social Manager
Manager:
 will be responsible for grievance management (Receiving and Keeping Track of Grievances;
Reviewing and Investigating Grievances; Developing Resolution Options and Preparing a
Response; Monitoring, Reporting, and Evaluating a Grievance Mechanism) regarding any
Employees grievances
grievance of CONTRACTOR or Subcontractor works.
works
 register the received
recei grievances on the Grievance Register (see Section 9), with which their
subsequent decisions and actions will be tracked and recorded
recorded.
 audit and monitor
onitor compliance with this plan
 monitor
onitor the agreed resolution and ensure all physical works, if applicable, are completed to
an acceptable standard or other resolutions proposed are closed out.
 submit reports of Employees grievances to NSRP-GO.
GO.

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Contractor Doc. No.

Title: EMPLOYEES GRIEVANCE MANAGEMENT PLAN Page 5 of 8
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 maintain
aintain a training register and shall report the training results (including grievance process)
of all employees and Subcontractor
ubcontractor arriv
arriving
ing on site through IPMTHSEMG to NSRP HSE
Division
5.2 Subcontractor’s Responsibilities
Subcontractor Project Manager shall ensure all his personnel are aware of the grievance
mechanism process and are able to assist any affected person if approached direct.
Subcontractors
ubcontractors shall not manage Community Grievance process directly but may assist
CONTRACTOR Social Manager as required.

6 GRIEVANCE MANAGEMENT PROCEDURE

6.1 Employee Induction
Any Employee when stated assign at Site shall receive ``Employee Induction`` contents
conte covering
how to file the employee related grievance
grievance.

6.2 Receiving and Keeping Track of Grievances

The Social Manager will be sole focal point to receive grievance form AP(s).
AP(s)
Upon receipt of grievance,
grievance Social Manager shall register the received grievances on the Grievance
rievance
Register
er (see Section 7),, with which their subsequent decisions and actions will be tracked and
recorded..

6.3 Reviewing and Investigating Grievance

CONTRACOR and Subcontractor Social Manager shall review review and consult with AP(s) as first
session of consultation and details of consultation with proposal of settlement shall be submitted to
Site Manager for decision. Iff required, NSRP-GO
NSRP will be invite
invited a meeting with the AP(s) for
consultation and advice.

6.4 Grievance Settlement

CONTRACTOR Social Manager and Subcontractor Project Manager(s) shall conduct every
possible effort for the amicable grievance settlement with affected person as early as possible
within 15 working day maximum after receiving grievance.

6.5 Monitoring and Rep

Reporting
orting
CONTRACTOR Social Manager and Subcontractor Project Manager(s) shall monitor the
execution of the agreed resolution with Affected Person until closed out.
CONTRACTOR Social Manager shall report to the NSRP--GO that required measures have been
completed
ed and grievance has been closed out.
out. If necessary or applicable,
applicable the NSRP-GO
NSRP may
review or inspect the activities

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6.6 Grievance Analysis

When sufficient data is available,
available CONTRACTOR Site HSSE Manager, with Contractor Social
Manager,, shall analyse the trendss of grievances related to construction activities.
The analysis should be performed monthly.
Where a grievance is significant,
significant CONTRACTOR Site HSSE Manager shall include a root cause
analysis of the incident. The root cause analysis or procedure shall be the same as used for
investigation of incidents in accordance with CONTRACTOR
CONTRACTOR’s s Incident Management Plan
(S-000-1654
1654-0120)

CONTRACTOR Social Manager and S Subcontractor

ubcontractor Project Manager(s) shalll establish proper
measures to avoid recurrence for the similar type of troubles where an identifiable trend is
observed
observed.

7 MONITORING
CONTRACTOR Social Manager and Subcontractor Project Manager(s) shall monitor:
 the numb
number
er of complaints and grievances received
 resolution: responses
 time for implementation of solutions, resolution rates etc completed by
CONTRACTOR
CONTRACTOR/Subcontractors
/Subcontractors
 the number of grievances successfully dealt with and number of grievances which could not
be re
resolved.

CONTRACTOR should set the following Performance Indicators and targets

 90% of grievances are followed up according to the grievance timeline.
 90% of the grievances were tried to resolve to the satisfaction of the complainant (based on
monitoring surveys)

8 DELIVERABLES
8.1 Grievance Register
The Grievance Register will be developed and maintained by CONTRACTOR’s Social Manager
for covering both CONTRACTOR and Subcontractors.
Subcontractors. The Grievance Register is a database for
recording the information about each grievance on a Grievance Form, for purposes of keeping
track of the grievance handling, ensuring grievances are responded to in a timely manner and
and,
analysing grievance trends.
The Grievance Register will contain all related information such as the type of
of issues, the date of
reception, the date of agreement, the name of the plaintiff, the contractor involved, other
information pertaining to Project actions, associated database etc., including the result for
preventive actions to the similar cases.

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Contractor Doc. No.

Title: EMPLOYEES GRIEVANCE MANAGEMENT PLAN Page 7 of 8
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0991V

8.2 Reports
s
The CONTRACTOR Social Manager shall:
 Report details of the grievance through IPMTHSEMG to NSRP-GO
GO within 5 days after
occurrence (receipt of the grievance
grievance).
 Prepare weekly summary reports and report through IPMTHSEMG to NSRP-GO
GO in the
weekly meeting.
 Prepare monthly monitoring reports and report through IPMTHSEMG to NSRP-GO
NSRP on
complaints and grievances and resolutions.
 Submit the analysis report of the trends and root causes of grievances related to construction
activities through IPMTHSEMG to NSRP--GO monthly.
 Review their Grievance Management Plan bi-annually
bi annually and take corrective actions if
necessary.

CONTRACTOR Social Manager will audit internally every three months to monitor compliance
with IFC requirements.

9 ATTACHMENT
Attachment 1 Grievance Form

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Contractor Doc. No.

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ATTACHMENT 1, Grievance Form

The Grievance Form will be ttranslate
ranslated to Vietnamese once the Management Plan is final

Attachment 1
No._________
._________
Grievance Form
(This form is to be filled out by the grievant)

Date of submission of grievant: Date received grievance:

Name of grievant: Received by:
by
Address
Address: Section
Tel: Name

Description and Details of Grievance:

Mô tả
t và Thông tin chi tiết
ti về Khiếu
Khi Nại

Requirement or proposed solution/ remedial action of grievant ( if any ):

Confirmation of community representative/

representative/ Witness Signature of grievant

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