Our ombudsman channel, guided by impartiality and transparency, clarifies questions, receives suggestions, and reports of noncompliance with the Code of Conduct, such as corruption, discrimination, and fraud. Linked to the Department of Governance, Risks, and Compliance, the Ombudsman's Office serves the internal and external interests based on confidentiality, leaving it up to the whistleblower to identify him or herself.
In 2016, the Ombudsman's Office received 411 reports, of these 135 were related to Human Rights and Hygiene, Health, and Safety issues, 123 were complaints about contractors, 50 were operational complaints, and 12 were reports of wrongdoings such as favoritism, fraud and/or undue advantages. The other 91 contacts refer mainly to inquiries and aspects outside the scope of the Ombudsman's Office.
Given the problems detected, the company dismissed or terminated 13 contracts with suppliers/services providers, issued 12 reprimands and four notifications to suppliers, carried out two internal workplace transfers and six changes in procedure, among other actions.
CLAIMS PER CATEGORY
| 2015 | 2016 | |
|---|---|---|
| Human Rights | 70 (19.7%) | 81 (19.7) |
| Consultations | 69 (19.4%) | 49 (11.9) |
| Business relations and contracts | 69 (19.4%) | 124 (30.2) |
| Labor | 60 (16.9%) | 58 (14.1) |
| Lack of compliance with standards | 28 (7.9%) | 25 (6.1) |
| Relations with the community | 7 (2.0%) | 4 (1.0) |
| Conflicts of interest | 12 (3.4%) | 13 (3.2) |
| Fraud/corruption | 11 (3.1%) | 8 (1.9) |
| Environmental | 12 (3.4%) | 15 (3.6) |
| Miscellaneous aspects | 17 (4.8%) | 34 (8.3) |
| Total | 355 (100%) | 411 (100.0) |
GRIEVANCE MECHANISM ON SOCIAL IMPACTS GRI SO11
| ARACRUZ | JACAREÍ | TRÊS LAGOAS | TOTAL 2016 | |
|---|---|---|---|---|
| Records on impacts on society received in 2016 | 662 | 175 | 110 | 947 |
| Total number of records on social impacts considered groundless | 277 | 40 | 34 | 351 |
| Total number of records on social impacts considered justified | 385 | 135 | 76 | 596 |
| Total number of records on social impacts pending | 68 | 4 | 3 | 75 |
| Total number of records on social impacts received prior to the 2016 and dismissed or addressed in 2016 | 55 | 21 | 33 | 109 |
GRIEVANCE MECHANISM ON ENVIRONMENTAL IMPACTS GRI G4-EN34
| ARACRUZ | JACAREÍ | TRÊS LAGOAS | TOTAL 2016 | |
|---|---|---|---|---|
| Notifications about environmental impacts received in 2016 | 208 | 19 | 13 | 240 |
| Total number of notifications about environmental impacts dismissed in 20161 durante 2016 | 80 | 0 | 3 | 83 |
| Total number of notifications about environmental impacts addressed in 20162 durante 2016 | 128 | 19 | 10 | 157 |
| Total number of records on environmental impacts received prior to the 2016 and dismissed or addressed in 2016 | 12 | 3 | 3 | 18 |
1 Were dismissed as groundless.
2 Were addressed as justified.
ETHICS - GRIEVANCES RECEIVED BY THE OMBUDSMAN'S OFFICE GRI G4-HR12
| 2016 | |
|---|---|
| Total number of reports received* | 411 |
| Percentage of claims compared with the total number of reports received | 88.1 |
| Reports associated with human rights¹ | 81 |
| Reports related to human rights considered groundless and dismissed | 39 |
| Reports related to human rights considered justified and addressed | 28 |
| Reports related to human rights still pending at the end of the year | 14 |
| Reports related to human rights received prior to the year indicated, considered justified and addressed | 2 |
* Includes claims, reports, and consultation.
1 Human Rights — cases received and recorded in the Ombudsman'S office system were considered under the following types: harassment, retaliation, discrimination, and disciplinary measures (claims concerning terminations in general).
MECHANISM TO RECORD ENVIRONMENTAL IMPACTS GRI G4-EN34
| 2016 (OMBUDSMAN'S OFFICE ONLY) | 2016 (TALK TO FIBRIA) | CONSOLIDATED 2016 | |
|---|---|---|---|
| Notifications about environmental impacts received in 2016 | 15 | 240 | 255 |
| Total number of notifications about environmental impacts dismissed in 20161 durante 2016 | 6 | 83 | 89 |
| Total number of notifications about environmental impacts addressed in 20162 | 8 | 157 | 165 |
| Total number of records on environmental impacts received prior to the 2016 and dismissed or addressed in 2016 | 0 | 18 | 18 |
1 Were dismissed as groundless.
2 Were addressed as justified.