La Loma, October 9, 2023
To facilitate dialogue and relationships with its different stakeholders, Drummond Ltd. has implemented the Citizen Service System (SAC), a set of channels available to respond to requests, complaints, claims, suggestions, congratulations, and allegations (PQRSFD in Spanish).
“It is important for Drummond to listen and attend to all our stakeholders, always seeking continuous improvement and a more efficient development of their activities. We are committed to addressing all petitions, complaints, claims, suggestions, congratulations, and allegations, guaranteeing access and attention mechanisms before possible impacts and/or violations in the exercise of their rights, generating accessible, timely, and efficient communication spaces”, expressed Leda Muñoz, SAC analyst for Drummond Ltd.
To optimize attention, the system has different communication channels:
Service Portal (https://drummond.boreal-is.com/portal/drummond); website (www.drummondltd.com), email (atencionalusuario@drummondltd.com); citizen service offices in Cesar: La Loma, La Jagua de Ibirico, La Aurora (Chiriguana), and Valledupar; and in Magdalena: Puerto Drummond, via Cienaga; telephone lines (in La Loma, Cesar 571 9300 Ext. 8833 – 8832 and in Cienaga, Magdalena 571 9300 Ext. 8072); postal address (Calle 72 # 10-07, office 1302 – Bogotá D.C.), and the Complaints Channel.
The latter one was created exclusively to address situations related to possible allegations of misconduct, including any form of bribery or corruption and violations of ethical and corporate compliance.
It is of vital importance for us to ensure that they use our channels and maintain constant dialogue, acting with transparency and under our principles to effectively manage and resolve the attention of requests, aligned with the eight effectiveness criteria set by the Mining and Metals International Council (ICMM), in its guide ‘Managing and resolving concerns and complaints at the local level: Human rights in the mining and metals sector’, as well as with principle 31 of the United Nations Guiding Principles on Business and Human Rights (PRNU)”, added Leda Muñoz.
Through the SAC, stakeholders are able to maintain permanent communication with the mining company and their request will be resolved within 15 business days following its receipt.
Citizen Attention Online Portal
Since November of 2020, the Citizen Attention Online Portal was added to Drummond’s SAC, and is integrated within the Borealis software and linked to the company’s official webpage.
The tool does not replace the channels already provided by the company, but rather seeks to generate a more effective alternative in the attention, follow-up, monitoring, and response of requests, by systematizing all the PQRSF and complaints received.
Drummond will continue working to improve dialogue with employees, contractors, suppliers, and communities, among others, within the framework of maintaining trust with its different stakeholders.