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Grievance Mechanism

A description of the mechanism for detecting grievances and use of stakeholder management systems to keep track of stakeholders, grievances and requests.

Listening to stakeholders

Listening is a key element of the attention we give to local communities. Aware that creating shared value with stakeholders is an essential element of its operations, Eni has dedicated an increasing amount of structures, people and energy to the activity of engagement and sharing. In order to effectively listen to the needs of local communities, Eni has adopted tools such as the Grievance Mechanism and the Stakeholder Management System described below.

We listen to and learn from criticism

Responsible business management must also respond to the needs expressed by local communities, contributing to their well-being in the medium and long term. Eni considers the relationship with the people who live in the areas of presence an important element of listening. For this reason, Eni tracks all the requests made by stakeholders and analyzes them in an integrated form for each territory so as to identify the best actions to be implemented to achieve sustainable development in synergy with local communities. In this perspective, grievance management represents a fundamental element of attention to the territories of presence.

Grievances are complaints raised by an individual or a group of individuals relating to actual or perceived impacts caused by the company's operating activities. Eni has established its own Grievance Mechanism (GM) to receive, recognize, classify, investigate, respond and resolve complaints in a timely, planned and respectful manner. The Eni GM, defined in 2014, refers to the international guidelines on the subject (published by IPIECA and active in all subsidiaries since 2016. In particular, the host communities are informed about the possibility and ways to make complaints and clarifications on Eni's activities. In some communities there are community representatives (Community Liaison Officer) whose job it is to contribute to gathering elements and situations to prevent potential grievances through direct and continuous listening to the members of the host communities. As such, the GM allows to reduce business risks, intervene on the territory, and encourage positive communication and relationships with stakeholders based on trust. Both instances and grievances are monitored through a dedicated system called "stakeholder management system (SMS).

Below are some summary data of the 2018 Grievances collected by the SMS system, such as number, origin and main types of grievances. The total number of world grievances received in 2018 is 193, down by around 50% compared to 2017, of which 177 come from sub-Saharan Africa, the rest from Italy (11) and Myanmar (5). The main aspects dealt with by the grievances are:

A) Evaluation of community needs with 47 cases;
B) Community rights for 21 cases;
C) Systems for monitoring and evaluating the effectiveness of community investments with 20 cases;
D) Land management with 17 cases;
E) Evaluation of social, economic and cultural impacts on communities with 13 cases;
F) Local content with 11 cases;
G) Issues concerning work with 7 cases;

Knowledge leads to action: the Stakeholder Management System

In order to better track and share information relating to stakeholders, in 2017 Eni established an information system (Stakeholder Management System - SMS) to map and assess the relevant stakeholders for each territory where it operates, identifying their needs and requirements and digitally tracking the relative grievances. The SMS tracks the grievances received and the stakeholders who raised them, as well as:

  • the issues named in the request (with particular attention to Human Rights);
  • the relevance of the request;
  • the reference period;
  • the local communities associated with the complaints;
  • the status of the request.

Reference documents and their updates can also be attached.

By mapping needs and grievances, it is possible to obtain stakeholder criticality maps in each area of presence, identify relevant issues at a local level and prepare appropriate response or communication measures.