Bracell’s Integrated Management System includes mechanisms for identifying and addressing complaints, reports, and concerns.

We offer two dedicated channels for receiving complaints, concerns, and reports—both covering the full scope of Bracell’s operations: Contato Seguro and Contact Us. These are available to all stakeholders. Through these channels, we maintain contact with whistleblowers to provide updates on the progress and status of their case.

We follow a standardized process for handling complaints, concerns, and reports. These cases are handled by an independent third party, which contacts the relevant Bracell departments based on the specific needs of each case. The Community Relations team, a component of the Corporate Relations team, is responsible for managing this process.

All case handling is tracked through a system that monitors service indicators, such as time taken to resolve the issue and time to provide feedback to the person who submitted the report regarding action taken.

For whistleblowing reports specifically, the Contato Seguro channel is managed by an independent third party, with the Internal Audit leading the investigation process, along with the Controllership and Legal teams. The investigations aim to identify the root causes of the incident, so that corrective and preventive actions can be implemented to avoid recurrence.

Bracell also plans and monitors the implementation of impact mitigation measures through our Sustainability Steering Committee—responsible for routine operational management—and Crisis Committee—responsible for managing emergencies (see more under GRI 2-16 Communication of critical concerns).

The Sustainability Steering Committee reviews the findings from all external audits and assessments on compliance with standards such as PEFC, ISO 9001, ISO 14001, IFC Performance Standards, and the Equator Principles.

The improvement measures identified through these audits and compliance reviews are followed up on by the Sustainability Steering Committee. This committee also plays a direct role in evaluating and deciding on strategic social and environmental issues submitted for risk and opportunity assessments.

In 2024, we did not record any cases requiring remedial action in our pulp operations in São Paulo.

Bracell Papéis Sudeste investigated five substantiated cases, which were addressed and resolved through disciplinary and administrative actions.

Our pulp operations in Bahia recorded 82 reports related to misconduct, inappropriate behavior, operational issues, fraud, contractor-related issues, and other matters. Of these: 14 are still under review, 15 were resolved without requiring remedial action, and 53 were resolved through remedial action.

Bracell Papéis Nordeste recorded 50 reports. Of those, 24 are still under review, seven were resolved without remedial action, and 19 were resolved with remedial action.

Contato Seguro

Open to all Bracell stakeholders, Bracell Escuta is a platform for reporting misconduct and non-compliance with applicable laws and regulations, our Code of Conduct, or other company policies.

Reports are handled confidentially and whistleblowers are kept anonymous. Submissions are received and managed by an independent third party. Cases are investigated by Bracell’s Internal Audit Department, which reports directly to the Executive Board and the RGE Group.

Contact details:
denuncias.bracell@contatoseguro.com.br

www.contatoseguro.com.br/bracell

0800 810 8546

 

Contact Us

Open to all stakeholders, this channel is used for submitting questions, suggestions, and compliments, as well as lodging complaints. Requests are received and managed by an independent third party and forwarded to the relevant departments depending on the topic. This process is overseen by the Community Relations team within Corporate Affairs.

Contact:
Bahia:
0800-284-4747
faleconosco@bracell.com

São Paulo:
0800-709-1490
faleconoscosp@bracell.com

Corporate processes and policies for preventing and mitigating impacts

Topic	Objectives and actions
Sustainability roadmap	Bracell has developed a sustainability roadmap with targets set for 2030 across climate, biodiversity, water consumption in mill processes, mill waste disposal, women in leadership, income generation, and improvement of public education.
Local community database	A formalized commitment to sustainable development and best social practices, with a goal to positively impact people and communities through our Human Rights Policy.
	Identifying potential impacts on communities near our operations, providing official communication channels, and addressing complaints and concerns raised by community members
	A community database supported by field visits for data collection. Based on the information gathered, we manage potential impacts caused by our operations, either preventing and/or mitigating them.
Operational risk and impact matrix	Developing zoning maps of impacts in our areas of operation, identifying plantation, conservation, and development areas.
	Using the double materiality approach to assess social and environmental impacts and associated financial risks.
Local community engagement	Regular meetings with local communities and neighbors to share information before, during, and after harvesting, transport, and forestry operations. The goal is to inform them about Bracell’s activities.
Stakeholder matrix	Mapping out and preparing a matrix of stakeholders, identifying people or groups directly or indirectly affected by our projects and activities, as well as those capable of positively or negatively influencing business outcomes.
Odor Perception Network	An Odor Perception Network in the area surrounding our mill, with 25 community representatives around the mill receiving training, attending periodic meetings and communicating directly with company representatives.
Disseminating information and our complaints channel	Distributing informational materials to local communities about forestry operations—presenting the eucalyptus cycle, community engagement procedures, and promoting Bracell’s Contact Us channel.
Internal and external audits	Annual internal and external audits to ensure compliance with PEFC standards, ISO 9001, ISO 14001, and IFC Performance Standards. An independent third party also audits processes and sustainability performance data: our Sustainability Reports, Disclosures Hub, Greenhouse Gas Inventory, and progress on our One-to-One Commitment.
Continuous Improvement Assessments	Assessment of social and environmental aspects and impacts, involving all our operations, in order to identify, prevent and address any issues.
	Continuous monitoring of operational impacts and ongoing preventive actions.
	Developing action plans to implement policies, procedures, and continuous improvement processes, working toward quality and operational efficiency targets.
Product quality and customer service management	Product assessments on consumer safety, health, and environmental risks.
	Monitoring product quality and customer service requirements at all stages of the production process—from forestry to delivery—with ongoing after-sales engagement.
Managing impacts on employees	Bracell’s Integrated Occupational Health and Safety Management System for both direct employees and contractors at our operations.
Managing impacts on suppliers	Policies such as our Code of Conduct, Ethics and Procurement Code, Sustainability Policy, and Pulpwood and Fiber Sourcing Policy, which outline guidelines on mitigating risks and human rights impacts. These policies also govern contracts with suppliers and contractors directly involved in our operations.

 

Read more about how we address and respond to stakeholder concerns, complaints, and reports under GRI 2-16 Communication of critical concerns.