Complaints management
Community Concerns Management Protocol
We aim to provide an open and responsive case management process for any concerns, complaints or grievances in relation to our operations.
Through our Community Concerns, Complaints and Grievance Management Protocol, we seek to facilitate early resolution of cases in a consistent and effective manner. We continue to identify risks and trends to inform strategies or work plans and identify improvement opportunities.
Community Complaints Hotline – 1800 063 043
Call our toll-free number 24 hours a day, any day of the year and speak to a community relations officer. All complaints raised by the community will be responded to within 24 hours.
When dealing with a concern, complaint or grievance, we focus on:
Being community minded – understanding that we are a long-term member of the local community
Being responsive to facilitate early resolution
Being objective and fair
Communicating effectively
Protecting privacy and disclosure
Documents
Previous complaints
Socio-Economic Study
In February 2020, Newcrest's Cadia Valley Operations engaged Umwelt (Australia) Pty Limited to undertake a Socio-Economic Study to assess the social and financial contributions of the operation in the local community, referencing data from the Financial Year 2018-19. The study is conducted every five years to ground truth predicitions outlined in the Cadia East Project Approval, and to assist the business in improving its economic contributions and future engagement programs in the community. Further information regarding the study is available below.