Neste is the world’s leading producer of sustainable aviation fuel and renewable diesel. Hundreds of third-party and migrant workers temporarily work at Neste’s refineries performing maintenance and construction activities. Recognising elevated risks to these workers, Neste began piloting multilingual and confidential grievance channels during its 2019-23 Singapore refinery expansion, including suggestion boxes and QR-code-enabled digital submissions. Following wide-use of the channels in Singapore, Neste extended implementation to all of its refineries globally. Grievances are managed by trained local committees, with lessons shared across locations to promote continuous improvement. The initiative has enhanced rights awareness, improved working conditions, and harmonised grievance processes across sites – ensuring UNGP-aligned access to remedy for all workers.

The Context

Neste operates globally with refineries in Finland, the Netherlands, and Singapore. A large contingent of third-party workers, many of whom are foreign, are employed by contractors and subcontractors operating on its sites. Recognising that these workers often face barriers to using traditional corporate-level grievance mechanisms, Neste has created more accessible site-level channels tailored specifically to their needs.

The Challenge

Migrant and third-party workers at Neste refineries lacked trusted, accessible channels to report grievances. Often these workers are not fluent in the local language, and lack awareness of their rights and labor standards. This puts workers at a heightened risk of exploitation, which can result in financial, legal and reputation risks to the business – including compliance with emerging due diligence legislation.

The Approach 

Neste developed site-level complaints channels specifically tailored for use by migrant and third-party workers. The approach included:

• Suggestion boxes and multilingual posters with QR-codes linking to an online grievance-raising form (placed in worker rest areas, lockers, toilets, etc.)
• Promoting the channels in site-permit and safety training materials.
• Establishing local committees and training them in sensitive complaints handling.

The Impact

• Workers across refineries now have access to anonymous, multilingual channels to raise concerns.
• Enhanced awareness on rights and signs of exploitation amongst employees and third-party workers.
• Trigger for systemic changes at the site-level to prevent the same issues recurring in the future.
• Formal grievance logs are maintained and enable Neste to monitor the use and effectiveness of the channels. Insights and lessons learned are shared via internal workshops, enabling continuous improvement and risk prevention.
• Neste annually reports publicly on the number and type of grievances received via the channels (e.g. WASH, wages, behaviour, safety, and more).

Key Learnings 

• Confidentiality, local language access, and leadership support are essential for uptake.
• Grievance systems can generate positive feedback and build trust. 
• Integrating mechanisms with induction and safety training boosts visibility and use.

More information about Neste’s process is available here. 

 

“The feedback we receive through the We Care Channels helps Neste make meaningful, lasting improvements to how we manage our sites and work with 

contractors. By listening directly to third-party workers, we proactively address risks to people and our business, while making our sites more inclusive and respectful for all.”

– Chrisanne Kouzas, Corporate Sustainability Manager, Human Rights, Neste.