APP Cuts Grievance Resolution Time Through Anonymous Channel for Third-Party Workers

Asia Pulp and Paper (APP), a major pulp and paper producer in Asia, tackled the challenge of providing third-party workers with equal access to effective grievance mechanisms. With thousands of contractors and temporary workers across its operations, APP developed a formal framework for handling grievances – ensuring anonymous access, rights awareness, and fair resolution.

Through multiple reporting channels, including an Integrity Call Centre, workers could safely voice concerns to APP. APP also rolled out awareness training and clear procedures, leading to measurable results: the average resolution time for complaints dropped from 120 days in 2019 to 70 days by 2023. The approach ensures non-retaliation, fosters transparency, and continuously improves worker conditions and supplier compliance. APP’s case demonstrates how integrating third-party workers into grievance systems can mitigate worker risks while reinforcing ethical and inclusive operations.

The Context

Asia Pulp and Paper (APP) is headquartered in Indonesia with major operations across Asia. It employs thousands of third-party workers—including contractors and temporary labour—across its Forest Management Units (FMUs) and manufacturing sites. These workers play a critical role in operations but were historically underserved by grievance mechanisms.

The Challenge

APP identified that many third-party workers were unfamiliar with or unable to access formal grievance systems. The lack of awareness, language accessibility, and fear of retaliation discouraged reporting. Additionally, lengthy complaint resolution times weakened trust and effectiveness.

The Approach

To address this, APP:

• Developed a unified grievance framework inclusive of third-party workers.
• Provided multiple complaint channels: direct supervisor reporting, HR contact, anonymous letters, and labour union engagement.
• Launched an Integrity Call Centre accessible to all workers anonymously.
• Introduced formal training for third-party workers and vendors on employment rights, safety policies, and grievance procedures.
• Disseminated information online, via social media, and on-site posters.
• Updated grievance training materials and initiated annual refresher sessions.

The Impact

• Workers can now access grievance mechanisms safely and anonymously.
• Complaint resolution timelines improved significantly, from 120 days in 2019 to 70 days in 2023.
• Training and awareness campaigns increased knowledge of rights and procedures.
• APP formalised a non-retaliation policy, reinforcing worker confidence.
• A Grievance Committee manages investigations across departments (HR, sustainability, procurement), ensuring impartial resolution.
• Annual assessments are conducted on payment compliance and overall satisfaction for third-party workers.

Key Learnings 

• Offering multiple, anonymous channels improves accessibility and trust.
• Regular training and reminders keep rights and procedures top of mind.
• A non-retaliation policy is essential to foster a culture of openness.
• Tracking resolution time and feedback ensures ongoing system improvement.

More information about APP’s process is available here and here.