Metropolitan Mine Traffic Management Plan - Peabody Energy

Metropolitan Mine – Traffic Management Plan12.2 COMPLAINTSA protocol for the managing and reporting of complaints has been developed as a component ofHCPL’s Environmental Management Strategy and is described below.The Environment and Community Manager is responsible for maintaining a system for recordingcomplaints.HCPL will maintain public signage advertising the telephone number on which environmentalcomplaints can be made. The Environment and Community Manager is responsible for ensuring thatthe currency and effectiveness of the service is maintained. Notifications of complaints received are tobe provided as quickly as practicable to the Environment and Community Manager.Complaints and enquiries do not have to be received via the telephone line and may be received in anyother form. Any complaint or enquiry relating to environmental management or performance is to berelayed to the Environment and Community Manager as soon as practicable. All employees areresponsible for ensuring the prompt relaying of complaints. All complaints will be recorded in acomplaints register.For each complaint, the following information will be recorded in the complaints register:• date and time of complaint;• method by which the complaint was made;• personal details of the complainant which were provided by the complainant or, if no such detailswere provided, a note to that effect;• nature of the complaint;• the action(s) taken by HCPL in relation to the complaint, including any follow-up contact with thecomplainant; and• if no action was taken by HCPL, the reason why no action was taken.The Environment and Community Manager is responsible for ensuring that all complaints areappropriately investigated, actioned and that information is fed back to the complainant, unlessrequested to the contrary.In accordance with Condition 10, Schedule 7 of the Project Approval, the complaints register will bemade publicly available on the website and updated on a monthly basis. A summary of complaintsreceived and actions taken will be presented to the Community Consultative Committee as part of theoperational performance review.12.3 NON-COMPLIANCES WITH STATUTORY REQUIREMENTSA protocol for the managing and reporting of non-compliances with statutory requirements has beendeveloped as a component of HCPL’s Environmental Management Strategy and is described below.Compliance with all approvals, plans and procedures will be the responsibility of all personnel (staff andcontractors) employed on or in association with the Metropolitan Mine, and will be developed throughpromotion of Metropolitan Mine ownership under the direction of the General Manager.Metropolitan Mine – Traffic Management PlanRevision No. TMP-R01-D Page 23Document ID: Traffic Management Plan