Has your company had any serious social related complaints / claims / enforcement actions over the year, associated with key external stakeholders such as customers or suppliers?

  • Radia Guira

Examples: litigations in the areas of unethical martketing (off-label, overcharging, etc.), antitrust violations (e.g. price fixing), corruption, etc.
The possible answers are:
– Yes
– No
If the answer is ‘Yes’, please provide details in the comments section.

This question asks if the company has faced any significant grievances, claims, or regulatory actions over the past year that were linked with vital external stakeholders, such as clients or distributors. It inquires particularly about concerns related to social issues, which may encompass a variety of aspects including ethical misconduct, human rights violations or disputes arising from unfair practices.

The first part « Has your company had any serious social related complaints? » asks if the company has received any formal objections or protests from stakeholders regarding social matters. It is an attempt to understand how the company’s activities or policies may have negatively impacted stakeholders from a social angle.

The second part « Claims / enforcement actions over the year » refers to whether there have been any legal charges against the company or any regulatory intervention undertaken due to the company’s non-compliance with necessary social policies or standards over the last 12 months. This provides insight into the company’s seriousness towards adhering to socially responsible practices and its overall reputation.

For example: A company may respond with « Yes, we had a complaint raised by a customer group about lack of diversity in our product line. Also, we faced enforcement action from a regulatory body for non-compliance with labor rights in our supply chain. »







Understanding Social Complaints and Claims in ESG Reporting

Importance of Social Accountability in ESG Performance

As a forward-looking company, addressing social accountability within the framework of Environmental, Social, and Governance (ESG) is crucial. Stakeholders, including customers and suppliers, are increasingly aware of the social impact of the businesses with which they engage. Social complaints, claims, or enforcement actions can be indicative of deeper issues within a company’s operating practices and can significantly impact its ESG score.

Social accountability involves managing the company’s relationships and responsibilities towards its employees, suppliers, customers, and the communities where it operates. This can range from ensuring fair labor practices to providing a safe work environment, and from fostering diversity and inclusion to promoting human rights.

Identifying and Addressing Social Complaints and Claims

When completing ESG questionnaires, it’s important to consider any social complaints or claims that have been raised against your company. These could stem from a variety of issues, such as workplace discrimination, health and safety concerns, or disputes with local communities. Reflecting on these challenges is not only about transparency but also about the steps taken to address them. Here’s how you can ensure accurate reporting:

  • Documentation and Review: Keep a record of all complaints and claims made over the year. This includes formal legal actions as well as informal stakeholder feedback. Regularly review these records to identify patterns or recurring issues.
  • Internal Investigation: When a serious complaint or claim arises, conduct a thorough internal investigation to understand its merits and root causes.
  • Remediation and Prevention: Develop and implement a remediation plan for verified complaints. Moreover, introduce preventative measures to avoid future occurrences.
  • Stakeholder Engagement: Engage with the affected stakeholders and keep them informed about the steps you’re taking to address their concerns.
  • Reporting: ESG reporting should include not only the occurrence of social-related complaints but also the outcomes and ongoing measures in place.

Resources for Further Understanding of Social Issues in ESG

To further understand the implications and management of social complaints within the ESG framework, consider the following resources:

Exploring Corporate Social Responsibility offers a deep dive into how companies can effectively manage and report on their social responsibilities.

The book Sustainable Business Strategy provides insights on creating value and achieving sustainability through responsible business practices.

Additionally, The Guide to Corporate Social Responsibility is an essential read for understanding the expectations and best practices in managing social issues in today’s corporate world.

In conclusion, accurately reporting on social complaints, claims, and enforcement actions is a vital component of ESG assessment. It reflects a company’s diligence, transparency, and commitment to continuous improvement in its social performance. By effectively managing these issues and learning from the available resources, companies can enhance their ESG scores and, more importantly, build trust with their key external stakeholders.