For Suzano, occurrences refer to all expressions from stakeholders concerning its activities and products. These can be categorized as complaints, inquiries, compliments, suggestions, opinions, and more. Consequently, occurrence management involves receiving, documenting, processing, and responding to these expressions related to forest management, industrial operations, and port activities.
The occurrences module of the company's Relacione+ System handles occurrence management. This tool manages relationships with surrounding, local, and traditional communities and other stakeholders. It records, monitors, and evaluates all occurrences reported to the company through its communication channels.
The communication channels available for registering incidents related to the environmental, social, and economic aspects and impacts resulting from Suzano's activities and products are: Suzano Responds, Contact Us¹ from the regional office (toll-free number), Floresta Viva, Operational Dialogue, Face-to-Face Agenda, and Odor Perception Network (RPO), in addition to face-to-face dialogue, sending emails, and conducting satisfaction surveys.
Each month, the Social Relations area assesses the quality of the services provided and the effectiveness of the actions taken in response to reported incidents. This evaluation uses the Index of Satisfaction in Attendance to Occurrence, which represents, as a percentage, the average satisfaction scores given by the individuals who submitted complaints.
Alongside this assessment, we monitor the average time taken to address incidents based on the classifications outlined in the incident management procedure. The response time indicator reflects the days from when an incident is reported until it is resolved and closed in the Relacione+ System.
To help minimize the negative effects of timber transportation operations, Suzano has invested in employee training focused on traffic education. Additionally, the company has improved communication channels to reduce response times and better address the needs of the communities.
During long-term operations, measures are implemented to enhance control and adaptability, aiming to minimize the generation of impacts. Additionally, in cases where unforeseen adverse effects result in losses and damage to rights, appropriate compensation for stakeholders or mitigation efforts are carried out based on the specific circumstances of each case.
The list below outlines the primary complaints received in 2024. It highlights that Suzano's most significant adverse operational impacts for the year are related to wood transportation. These impacts include dust generation, noise and odor nuisances, damage to public and private property, an increased risk of accidents, and deterioration of the road network. Other impacts were more specific and did not occur uniformly. Additionally, prevention and mitigation measures are provided for each issue.
Examples of adverse social impacts and control actions
Impact: dust nuisance.
Preventive and mitigating measures: reducing dust by wetting the roads, using water trucks, and speed control.
Impact: odor nuisance.
Preventive and mitigating measures: assessment of all operational areas of the plant, measuring equipment, and visits to the community where the complaint was made.
Impact: damage to public and private property.
Preventive and mitigating measures: compensation and reparation process, seeking to restore the situation to the status quo or offer fair compensation to the affected parties.
Impact: increased risk of accidents.
Preventive and mitigating measures include reduced and controlled speed, mandatory stops to check and re-tighten the load transported, voluntary traffic safety campaigns, driver training, and safe signage.
Impact: compromising the quality of the road network.
Preventive and mitigating measures: road maintenance during operations, monitoring and weight control of timber trailers.
The tables below provide the following data:
- Index of satisfaction in attendance to occurrence by region;
- Number of complaints received by region;
- Main impacts identified in complaint records, by region, in 2024;
- Average complaint handling time, in days.
Note:
Contact us: Bahia, Espírito Santo and Minas Gerais (0800 283 8383); Ceará, Maranhão, Pará, São Paulo and Tocantins (0800 771 1418); Mato Grosso do Sul (0800 642 8162).
Index of satisfaction in attendance to occurrence by region¹
| 2020 | 2021 | 2022 | 2023 | 2024 | |
|---|---|---|---|---|---|
| % | % | % | % | % | |
|
Bahia |
n/d |
90.33% |
90.00% |
95.00% |
84.66% |
|
Espírito Santo |
90.00% |
90.30% |
90.00% |
88.66% |
87.00% |
|
Maranhão |
n/d |
89.30% |
90.00% |
85.66% |
92.67% |
|
Mato Grosso do Sul |
80.00% |
89.33% |
89.33% |
89.50% |
82.85% |
|
São Paulo |
n/d |
82.00% |
90.00% |
90.00% |
97.20% |
|
Total |
85.00% |
88.26% |
89.67% |
89.72% |
87.87% |
- Every month, the Social Relations area evaluates with the applicants the effectiveness of the actions taken to handle the incidents registered in Suzano's Relacione+ System. The evaluation of satisfaction with the service is carried out by sampling at least 10% of the incidents closed each month. The items assessed are on the following scale: good, fair, and poor, considering:
- The company's service on receipt of the incident;
- Response time until resolution;
- Result of the solution to the incident;
- Overall assessment.
Number of complaints received by region
| 2020 | 2021 | 2022 | 2023 | 2024¹ | |
|---|---|---|---|---|---|
| overall number | overall number | overall number | overall number | overall number | |
|
Bahia |
34 |
16 |
48 |
37 |
203 |
|
Espírito Santo |
94 |
123 |
175 |
65 |
346 |
|
Maranhão |
72 |
18 |
22 |
43 |
267 |
|
Mato Grosso do Sul |
36 |
30 |
69 |
117 |
136 |
|
São Paulo |
233 |
504 |
784 |
482 |
915 |
|
Total |
469 |
691 |
1,098 |
744 |
1,867 |
- The increase in registrations from 2023 to 2024 is due to the unification of classifications for interactions received through communication channels. This change aims to improve the categorization, analysis, and management of registrations. As a result, the "complaints" classification has been merged into the "occurrences" category.
Main impacts identified in complaint records, by region, in 2024
| 2024 | ||||||
|---|---|---|---|---|---|---|
| São Paulo | Maranhão | Espírito Santo | Mato Grosso do Sul | Bahia | Total | |
|
Change in water availability (quantitative and interruption in supply) |
13 |
2 |
6 |
3 |
1 |
25 |
|
Increased cases of crime in the context of large-scale development (cases of theft, sexual, domestic and family violence against children, adolescents and women, etc.) |
7 |
3 |
13 |
4 |
0 |
27 |
|
Increased risk of accidents (people and animals) |
35 |
13 |
12 |
7 |
2 |
69 |
|
Compromising the capacity or quality of the road network |
99 |
28 |
34 |
28 |
13 |
202 |
|
Economic damage caused by product drift¹ in neighboring areas |
32 |
2 |
8 |
9 |
10 |
61 |
|
Damage to public and private property |
124 |
70 |
47 |
55 |
16 |
312 |
|
Dust nuisance |
163 |
57 |
21 |
12 |
11 |
264 |
|
Odor nuisance |
196 |
12 |
4 |
1 |
0 |
213 |
|
Irregular occupations (APP², RL³, plantations, roads, firebreaks, nurseries, etc.)/Irregular occupations (social movements) |
10 |
10 |
10 |
0 |
1 |
31 |
|
Loss of credibility in communities |
15 |
0 |
14 |
0 |
0 |
29 |
- Drift occurs when the wind carries part of a product for eucalyptus plantations to neighboring areas.
- APP: Permanent Preservation Area. (in Portuguese acronym)
- RL: Legal Reserve.(in Portuguese acronym)
Average complaint handling time, in days¹
| 2020 | 2021 | 2022 | 2023² | 2024 (média de 45 dias)³ | 2024 (média de 60 dias)³ | 2024 (média de 90 dias)³ | |
|---|---|---|---|---|---|---|---|
| average | average | average | average | average | average | average | |
|
Bahia |
113,99 |
85,49 |
153,04 |
160.00 |
89.60 |
56.30 |
114.80 |
|
Espírito Santo |
56.00 |
54,04 |
82,07 |
139.95 |
106.80 |
58.90 |
93.00 |
|
Maranhão |
37,12 |
77,64 |
54,86 |
42.51 |
35.60 |
25.40 |
46.70 |
|
Mato Grosso do Sul |
115.00 |
120,43 |
132,82 |
157.32 |
229.40 |
486.60 |
257.10 |
|
São Paulo |
97,75 |
63,64 |
50,08 |
54,88 |
142.80 |
205.80 |
337.00 |
|
Total |
83,97 |
80,27 |
94,57 |
118.67 |
126.10 |
123.90 |
214.70 |
- The average time is measured in days, based on records closed during the reporting period.
- In 2023, the average response time increased by 25.4%. This rise was influenced by the Bahia, Espírito Santo, Mato Grosso do Sul, and São Paulo units, partly due to the closure of records fromduring the reporting period, along with other contributing factors. To address this issue, Suzano has been enhancing internal collaboration with the relevant departments to reduce the average response time for complaints. Additionally, the company is exploring alternatives to better assess the average response time based on different classifications and is seeking technological solutions to improve the management process for handling complaints. previous years
- In 2024, we shifted from the previous average response time target of 30 days to a new classification for complaints based on their subject. Complaints are now categorized by three response time frames: 45, 60, and 90 days. Additionally, we focused on resolving complaints that were opened in previous years, which has resulted in longer handling times than the established targets of 45, 60, and 90 days.
Additional information
Note:
Contact us: Bahia, Espírito Santo and Minas Gerais (0800 283 8383); Ceará, Maranhão, Pará, São Paulo and Tocantins (0800 771 1418); Mato Grosso do Sul (0800 642 8162).
The occurrence management process and its results include operational units, which consist of the factories and forestry bases that supply these units, as represented by the states in the tables below:
- Bahia: operational unit in Mucuri (BA);
- Espírito Santo: Aracruz (ES) and Cachoeiro de Itapemirim (ES) operating units;
- Maranhão: operational units in Belém (PA), Imperatriz (MA) and Maracanaú (CE);
- Mato Grosso do Sul: operational units in Ribas do Rio Pardo (MS) and Três Lagoas (MS);
- São Paulo: operational units in Jacareí (SP), Limeira (SP), Mogi das Cruzes (SP), Rio Verde (SP) and Suzano (SP).