In detail:

  • a description of the mechanism for detecting grievances;
  • 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

We want to promote responsible management that responds to the long-term needs of the business, contributing to the well-being of local communities. In this perspective, managing grievances is an important element of listening and paying attention to local communities.  Grievances are complaints made by an individual or a group of individuals that relate to actual or perceived impacts caused by the company's operational activities. Eni has established its own Grievance Mechanism (GM) to receive, acknowledge, classify, investigate, respond to and resolve complaints in a timely, planned and respectful manner. The Eni GM, established in 2014, is based on international guidelines (published by IPIECA) and has been active in all Eni subsidiaries since 2016. In particular, host communities are informed about the possibilities and ways to file complaints and to ask for clarification on Eni activities. In some communities, there are Community Liaison Officers whose task is to help collect elements and identify situations to prevent potential grievances through direct and continuous listening to the members of the host communities. The Grievance Mechanism thus makes it possible to reduce business risks, intervene locally and encourage positive communication and relationships based on trust with stakeholders.

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. The SMS system will cover 100% of Eni's activities by the first half of 2019.

Read also

Enhancing local resources

For us, integration and cooperation are essential in all the countries in which we operate: we work for the development of the local people.

Community development projects

Around the world, Eni promotes projects to encourage development and respond to the needs of local communities.


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