Complaints Mechanisms

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  • Grievances/demands received and addressed by the Ombudsman Channel

    Related Material Issues

    Change view:

    • wdt_ID Grievances/demands received and addressed by the Ombudsman Channel 2019¹ 2020
      1 Total number of grievances/demands identified 671 912
      2 Number of grievances/demands addressed 671 912
      3 Number of grievances/demands resolved 631 870
      4 Number of grievances/demands pending 40 42
      5 Number of grievances/demands filed prior to the reporting period that were resolved during the reporting period 63 40
    1. The 2019 data were revised because of two reports received from 2018 from the former Fibria that were entered in 2019 for investigation and treatment.

    Additional information:

    The main complaints refer to the inappropriate behavior of managers, fraud, inappropriate behavior of coworkers, physical conditions of the workplace, remuneration, working hours, benefits, labor issues, changes to job description, selection/hiring/termination process, inappropriate treatment of service providers, non-payment, career/promotion, health and safety, and information security.

    Of the 912 complaints received by the Ombudsman Channel, after due analysis and investigation by the eligible professionals, 459 disciplinary measures were applied, namely: improvement of the process/creation of control, feedback, guidance and monitoring, termination for cause, termination without cause, written and oral warning, replacement of contractor and termination of services contract. All complaints are answered through our external ombudsman channel, and whistleblowers receive their answers through their tracking number issued when the complaint is registered.

    The Ethics and Ombudsman area works with complaints from 3 main groups: fraud, behavioral deviations, and third-party management.

    Fraud reports are handled by a specialized team of investigators in the internal audit area. Issues such as fraud, deviations, conflict of interest, misuse of resources, receipt of bribes, forgery, leakage of information, and others are addressed by this group.

    Behavioral deviations, which address moral, sexual, discrimination, and inappropriate behavior, are handled by the People Management team. According to the ombudsman’s indicators, 912 reports were filed in 2020, of which approximately 56% were considered well-founded and 459 disciplinary measures were taken.

    The Third-Party Management Area monitors and makes periodic inspections to verify the check-list and has a partnership with the occupational safety area to check specific aspects. The company currently has approximately 14,000 employees and 17,000 contractors. The area is responsible for assessing labor issues, health and safety, local conditions, payments, charges, among other topics.

    The area also has an external ombudsman company that provides a telephone, email, and a website in three languages for the Reporting Channel, available 24/7. The Channel is open to all employees and interested parties, and reports of any nature can be filed anonymously. All reports are investigated and, after analysis, a feedback is sent to the whistleblower containing the status of the report. The channel is constantly communicated through Suzano’s internal channels and on third-party bulletin boards.