Grievance Procedure

To ensure that PIL meets the commitments made in the Responsible Palm Oil Policy, PIL has established a transparent grievances mechanism incorporating an avenue for all stakeholders to report grievances and a process to resolve complaints in a timely manner. This procedure covers grievances from all stakeholders in relation to the operations of PIL, its sister refineries and its suppliers.

This Grievance Procedure details the process of receiving, reviewing, investigating, resolving and monitoring of all grievances.

The relevant grievances are managed by PIL and its sister refineries respectively, however the reporting is consolidated centrally in PIL’s Grievance Register.

Grievances must be submitted to PIL in writing / email or any other form of communication for acceptance and action.

PIL will remain responsible to act upon any comments / views / grievance / observations expressed by anyone in any formal / informal forum or media forum if those are submitted to PIL.

Grievances should include provision of the following information:

• Full Name
• Name of your organisation (if any)
• Name of Organization (if any)
• Job Title (if applicable)
• Address
• Phone No. /Fax No. /Email Address (at least one contact point)
• Description of the grievance in detail
• Evidence to support the grievance


To view the list of PIL's ongoing sustainability grievance cases and the progress, please click here (updated as 31 December 2021)