Grievance Mechanism
APRIL has established a grievance mechanism to address any grievances specifically relating to the remedy and association process. This grievance mechanism will be active throughout the remedy process and accessible for all stakeholders and rights holders. The grievance mechanism for remedy is distinct from the existing one available on the APRIL Sustainability Dashboard, which is dedicated for APRIL business operations.
This dedicated channel allows stakeholders to raise concerns regarding:
- FSC Remedy Process : This includes concerns related to baseline assessments, stakeholder consultation, remedy plan, and remedy implementation
- Corporate group: Issues related to APRIL’s broader corporate group operations
Stakeholders may submit grievances through the following dedicated channels:
62 8111 999 0166
Grievance Submission Form
Please complete the grievance form below.
The Secretariat will confirm receipt of a complaint in writing within two working days of receiving the complaint.
Complainants should clearly explain the nature of their grievance and the desired outcome they seek and include all documented evidence available to support the grievance. Grievances can be lodged in English or Bahasa Indonesia.
Contact details are required to seek further clarification regarding the grievance. The Complainant may request that their identity remain confidential. The Complainant may appoint a third party to submit their potential grievances provided that the third party follows the Procedure outlined.
The Complainant is entitled to seek expert advice during the resolution process. The Secretariat will acknowledge receipt to the Complainant in writing within two working days of receiving the grievance.
Grievance for Remedy Process Flowchart
Grievance Tracking
| Ref No | Date received | Complainant | Description of Grievance | Scope | Progress | Status |
|---|---|---|---|---|---|---|
| GR-REM/2024-01 | 19 March 2024 | Rainforest Action Network | Grievance 1. 1 on RGE sustainability policy. Deforestation cut-off date that was previously mentioned in 2015 RGE Forestry, Fibre, Pulp & Paper Sustainability Framework is not stated in the new RGE sustainability policy. Grievance 1.2 on APRIL's Wood and fibre sourcing policy. The policy states 'Building on our Sustainable Forest Management Policy 2.0 (2015),' but does not clearly state the deforestation cut-off date that APRIL will adhere to in its operations, or require its suppliers to adhere to after the effective date of this new policy. | FSC Remedy framework procedure does not require a specific cut-off date – Out of Scope. | The FSC Remedy Framework requires policies, plans, procedures and/or work instructions to stop and prevent unacceptable activities as defined by the Policy for the Association. The RGE Sustainability Policy applies to RGE and all current and any future Business Groups (BGs) under RGE. It requires every Business Group to have policies and commitments that are aligned with this policy while responding to material and regulatory issues that are specific to their respective industries and locations; It further states under ‘Biodiversity Protection and Conservation’ that RGE BGs are firmly committed to eliminating deforestation, degradation and conversion in our operations and supply chain. APRIL's Wood and fibre sourcing policy states that the company is firmly committed to eliminate deforestation* and conversion* in our operations and supply chain. The Policy further states: 1. We commit to obtaining raw materials from low-risk sources which exclude unacceptable categories (as defined by FSC Controlled wood) 2. We commit to produce and source fibre that meet credible forest certification standards where feasible. ii. meet the standard for Controlled Wood or Controlled Sources as a minimum for all non-certified fibre procured; *Definitions that apply are as per Accountability Framework’s definition of deforestation and conversion. We refer to this public statement made by APRIL: https://www.aprildialog.com/en/2024/03/20/statement-on-deforestation-anonymous-report/ • RGE’s and APRIL’s Sustainability Policies do not supersede or negate any of the earlier commitments made in the RGE Forestry, Fibre, Pulp & Paper Sustainability Framework and in APRIL’s Sustainable Forest Management Policy, including the deforestation cut-off date of June 2015 | Closed |
| GR-REM/2024-02 | 19 March 2024 | Rainforest Action Network | Grievance 2.1 on deforestation inside the forestry concessions of PT. Toba Pulp Lestari since the deforestation cut-off date in PT. TPL's published policy, the 2015 RGE Forestry, Fibre, Pulp & Paper Sustainability Framework, and the December 31, 2020 cut off date in FSC's Policy to Address Conversion. Grievance 2.2 on a failure of PT. Toba Pulp Lestari to respect the rights of Indigenous communities to say no to development on their lands and to excise contested customary forests from its concession areas in North Sumatra, Indonesia. | Within scope of the FSC Remedy Framework | Confirmation of the scope along with the justification have been informed to the Complainant on 06 May 2024. Responses addressing the grievances have been communicated to the Complainant via email on 14 May 2024. | Closed |
| GR-REM/2024-03 | 2 Sep 2024 | Rainforest Action Network | 1. Grievance on deforestation after the introduction of RGE’s ‘no deforestation’ policy in 2015 and the deforestation cut-off date for FSC Full Forest Management certification. At least 306 hectares of forest loss occurred after December 2020. 2. Grievance on PT TPL's denial of the allegations of cases of intimidation of members of Indigenous communities and their failure to provide details of efforts to ensure the excision of remaining areas of natural forests that are allocated for conservation within their concession areas that overlap with customary forests of Indigenous communities. | Within scope of the FSC Remedy Framework | The Environmental and Social Baseline Assessments are conducted to determine environmental and social harms associated with the unacceptable activities, the baselines are currently being completed. The various requirements within the FSC Remedy Framework procedure will apply to any identified environmental and social harms. Previous email responses sent to RAN on these issues: 6 May 2024 – responded to Grievance 1.1 and 1.2 14 May 2024 – responded to Grievance 2.1 and 2.2 referencing TPL’s statement on https://www.tobapulp.com/wp-content/uploads/2024/03/tpl-statement-on-rainforest-action-network-report.pdf | In progress |
| GR-REM/2024-04 | 2 Sep 2024 | Rainforest Action Network | Grievance 3.1 on deforestation persisted inside the palm oil concessions of PT. Asian Agri since the deforestation cut-off date in the 2015 RGE Forestry, Fibre, Pulp & Paper Sustainability Framework, and the December 31, 2020 cut off date in FSC's Policy to Address Conversion. At least 448 hectares of forest loss occurred after December 2020. | Within scope of the FSC Remedy Framework | Responses to these concerns have been sent to RAN on 17 May 2024 and 9 July 2024 where it’s been noted that the alleged deforestation either: a. occurred outside of the concession areas, or b. have been cleared by the local communities through illegal encroachment These responses also included supporting maps and images. | Closed |
| GR-REM/2024-05 | 2 December 2024 | Rainforest Action Network | Grievance 4.1 on Royal Golden Eagle Group sourcing illegally produced palm oil from Indonesia’s protected area named Rawa Singkil Wildlife Reserve. Based on RAN’s field investigations in September - October 2024, RAN found evidence that palm oil grown illegally inside the protected Rawa Singkil Wildlife Reserve is being supplied to PT. Global Sawit Semesta (PT. GSS)–– a mill repeatedly exposed for sourcing and supplying illegal palm oil that continues to be listed as a supplier to RGE's Apical. Apical has confirmed its sourcing relationship with PT. Global Sawit Semesta. This report is the latest example of RGE Group/Apical's connection to producers that have been caught clearing rainforests for palm oil in the Leuser Ecosystem. | Within scope of the FSC Remedy Framework | APICAL has provided a response to the issues raised in this grievance which is evident in the APICAL’s Case Tracker more info about the processing of this case can be found here. | Closed |
| GR-REM/2025-01 | 16 January 2025 | Siti Nuria W. Representative of the community (Kelompok Tani Sawit Apel) | We, the community (Kelompok Tani Sawit 'Apel') living adjacent to the PT RAPP landfill, would like to submit a complaint regarding the significant impact of the company’s activities on our palm oil plantations. Since 2016, our harvests have experienced a drastic decline, from 5-6 tons/2 ha/month to 500 kg/2 ha/month. | Outside of the scope of the FSC Remedy Framework | This has been raised to the APRIL operational grievance mechanism | Closed |
| GR-REM/2025-02 | 20 February 2025 | Suparjo Alias Acong (Ketua Lembaga P. Masyarakat Suku Akit dan MHA, Kabupaten Kep. Meranti) | Pak Suparjo complains about the delayed response by the PT RAPP team. The community members are following up on the land dispute resolution. According to Pak Suparjo, staff from PT RAPP promised that they will share the mapping 2 weeks after 5 February 2025. However, this was not fulfilled. Pak Suparjo then followed-up with the specific case of Pak Kang Diang from Tanjung Gambar, Lukit, Pulau Padang. | Outside of the scope of the FSC Remedy Framework | This has been raised to the APRIL operational grievance mechanism | Closed |
| GR-REM/2025-03 | 28 February 2025 | Patrick Anderson, Forest Peoples Programme Harry Oktavian, Bahtera Alam Rudiansyah, Yayasan Masyarakat Kehutanan Lestari | Grievance about Social Baseline Assessment Process and FPIC implementation in North Sumatra impact area | Within scope of the FSC Remedy Framework | Under review againts on the ground implementation by independent assessor | In Progress |
| GR-REM/2025-04 | 13 March 2025 | H. Burhan, Perian Village/Kukar Regency | Enquiries on response from IHM regarding mining activities request to be conducted within overlapping areas between PT IHM and a mining company (where Complainant acts as director) | Outside of scope of the FSC Remedy Framework | This has been raised to the PT. IHM operational grievance mechanism | Closed |
| GR-REM/2025-05 | 2 May 2025 | Suparjo Alias Acong, Ketua Lembaga P. Masyarakat Suku Akit dan MHA, Kabupaten Kep. Meranti | Complainant, on behalf of his constituents, is seeking more information about the resolution of a previous land dispute case | Outside the scope of the APRIL Remedy Process | This has been raised to the APRIL operational grievance mechanism | Closed |
| GR-REM/2025-06 | 9 May 2025 | Marsada Simamora resident of Saitnihuta Village, Kec Doloksanggul. Humbang Hadundutan Regency | Grievance about damaged pineapple crops, and rice fields in areas within/nearby PT TPL concessions | Outside the scope of the APRIL Remedy Process | This has been raised to the PT. TPL operational grievance mechanism | Closed |
| GR-REM/2025-07 | 13 May 2025 | Bayu Susmanto Oil Palm Farmers, Koto Rajo Hamlet, Punti Kayu Village | Information provided by residents of Punti Kayu village about potential conflicts due to communities’ palm oil plantation being inside PT RAPP concessions | Outside the scope of the APRIL Remedy Process | This has been raised to the APRIL operational grievance mechanism | Closed |
