How Gran Tierra Handles Petitions, Complaints and Claims

Gran Tierra respects the evolving relationships with local communities and the Company has continued to build relationships based on mutual understanding and acceptance. Gran Tierra seeks to provide quality, timely, coherent, efficient and responsible responses that build trust, manage expectations and minimize environmental risks.

Whether Gran Tierra has delegated an activity or performed it directly, GTE is committed to being responsible for how it is carried out. This procedure embodies principles recommended by the World Bank Group and performance criteria that are set forth in the United Nations publication Guiding Principles on Business and Human Rights.

The Process

There are four in-person and correspondence-based channels that people can use to file petitions, complaints and claims. These are screened and go through the documentation centre and the coordination centre. Everything is coded with a report received in real time at Gran Tierra’s headquarters in Canada and regular reports are sent to senior management. An Effectiveness Committee meets every month, looking at trends. One database captures all of these interactions, and cases are expected to be investigated between 3-12 calendar days from when they were opened, if possible. To ensure that the system continues to improve, internal and external satisfaction surveys and performance statistics are reviewed by GTE’s senior management team on a regular basis.

To see the ways to submit a PQR visit our Community Queries page here.

“Our job is to maintain different spaces for communicating with people. We do our jobs based on GTE’s principles; taking care of people transparently and respectfully.”
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