Complaint Mechanisms

QMB encourages stakeholders to provide comments and suggestions responsibly on CSR, especially due diligence management of supply chain to improvement of company. At the same time, it also accepts complaints from employees, suppliers, customers and stakeholders. The company provides proper, smooth and fair channels to handle complaints to ensure that the company's work is carried out in a standardized and orderly manner.

1.Complaint Scope

The complainant may file an appeal concerning issues related to the company's products, social responsibility, mineral raw material supply chain, operational management decisions and activities, business relationships, and external non-business relationships (including government relations) that actually or potentially violate applicable laws, regulations, or other requirements applicable to the company, especially those that actually or potentially violate the requirements of the following documents:

QMB Due Diligence Policy for a Responsible Global Supply Chain;

QMB Supplier Code of Conduct;

Chinese Due Diligence Guidelines For Mineral Supply Chain.

1)Complaints that meet the following conditions will be accepted:

Related to QMB’s due diligence management of supply chain, including any identified risks;

Identify deficiencies, inconsistencies or deficiencies in the due diligence management;

Include sufficient objective evidence to reasonably support the complainant's allegations;

Violate relevant requirements of labor practices and policies related to human rights and environment, health and safety;

Violate relevant requirements of ethical business conduct;

Submitted in good faith.

2)Do not accept complaints that meet the following conditions:

Not related to QMB’s due diligence management of supply chain;

Related to issues beyond the control, influence or responsibility of QMB;

Lack of sufficient objective evidence to reasonably support the complaint;

Not submitted in good faith.

3)All complaints must have factual basis and true contents, and shall not be based on speculation and false contents, and shall not be maliciously attacked and slandered.

2.Complaint Channels

1)Internal and External Complaints

Email:esgqmb@gem.com.cn

Address:22nd Floor, Unit A, Sopodel Office Tower Building, Mega Kuningan Barat Road III Lot 10.1-6, Mega Kuningan District, South Jakarta Administrative City, DKI Jakarta Province.

Scan the QR code below to file a complaint.

Notice: You Can Choose to File a Complaint Anonymously or Using Your Real Name.

2)Industry Complaint

RMI：https://mineralsgrievanceplatform.org

Notice: Complainants Must Submit Complaints in Accordance with RMI Requirements.

3.Complaint Handling

If the complaint does not meet the conditions of point 1, QMB will inform the complainant, including the reasons for rejecting the complaint. If necessary, QMB may advise it to refer the complaint to another party.

If it is applicable, the complainant will be informed of the complaint mechanism of the specific certification scheme to which the complaint relates.

Once the complaint is accepted, the Quality Management Department of QMB will organize relevant departments to investigate all elements of the complaint and inform the complainant of the investigation results and the corrective measures (if any) to resolve the complaint within 15 working days (the way of notification of the results shall comply with the confidentiality policy).

Each complaint is handled by one of the following actions:

1)Accept complaints and carry out corrective actions required;

2)Accept complaints and  do not carry out corrective actions required;

3)Reject complaints;

4)The company is unable to handle complaints and informs a third party to handle.

5)The company will publish the processing result inform the complainant.

4.Complaint Time Limit

The complainant should file the complaint promptly within a reasonable time after knowing or should have known the relevant facts to facilitate investigation and handling. The company should address and respond to the complaint in a timely manner upon receipt. However, the company will not accept complaints filed more than one year after the complainant knew or should have known the relevant facts.

5.Confidentiality of Information

After the appeal information is received, the Quality Management Department is responsible for the storage of the information, the transmission of information for review, the handling of the information, and feedback. Disclosure to personnel outside the department is prohibited without the consent of the head of the Quality Management Department.

6.Complainant protection

The person receiving the complaint shall keep the information strictly confidential. The complaint materials shall be strictly managed as confidential materials and shall not be accessed by anyone without the approval of the main leaders or leaders in charge of the company. It is strictly prohibited to transfer the complaint materials to the party against whom the complaint is filed. It is strictly prohibited to retaliate against the informer. The legitimate rights and interests of the informer shall be protected. Anyone who makes serious leaks that cause damage to the legitimate rights and interests of the informer shall be handed over to judicial branch.