PTT avoids operating projects which require permanent community resettlement. Locations and routes for construction are designed to avoid or minimize disturbance to land use and property to the minimum level in order to gain acceptance from communities through different engagement processes, including the EIA study and public consultation. In case no alternatives are available, PTT provides information to and builds the understanding of the affected people in order to gain their acceptance. Expenses are provided to compensate for the dismantling of homes and any areas needed for making a living as well as for the restoration of livelihood areas and rehabilitation.
PTT defines appropriate monitoring processes to ensure that preventive mitigation and monitoring measures for social, environmental and health impacts are thoroughly implemented in all projects, as described in the EIA report. Performance is communicated to relevant organizations and stakeholders through channels such as focus group meetings, individual meetings, public hearings in villages, and information disclosure via government agencies’ websites such as those of the Center of Public Service and the ONEP.
Stakeholder engagement is a process which provides PTT with information that facilitates understanding of opinions, needs and concerns with regard to impacts on or modification to the project area as a result of project development. Stakeholder engagement illustrates the collective rights of communities in the project area, and builds a relationship with them collectively as well as with individual members by engaging with the communities in all kinds of activities. PTT collects each community’s primary information, suggestions and concerns for due consideration in the preparation of appropriate mitigation measures for environmental, social and health impacts, which are then communicated to stakeholders.
Community Engagement and Development Standards
PTT established the relationship operational guideline that outlines the Community Development and Community Relations Guidebook (CD-CR) for planning and implementing community engagement to ensure that community relations management with stakeholders follows the same procedure and standard for all departments in all business units during the project development period. The Corporate Social Responsibility (CSR) Department is responsible for implementing and collecting information from stakeholder engagement activities and for maintaining communication between functions.
PTT analyzes the important issues of each community by adopting stakeholder mapping to identify target groups and stakeholders. Consequently, stakeholder prioritization is analyzed according to the level of their needs and influence on PTT business operations in order to form a community database which helps PTT to respond appropriately to each stakeholder group.
PTT defines the Community Engagement Score (CES) as an indicator for all major capital projects. The indicator reflects the effectiveness of the stakeholder engagement process. Performance indicators vary depending on the significant factors of each project. Another important indicator is a survey of stakeholder opinions in communities surrounding the operational area. The survey’s results, suggestions and identified expectations are taken into account when developing operational strategies in order to create long-term benefits.
For community relations, PTT defines the Community Satisfaction Index as a performance indicator. The Community Satisfaction Index consists of an assessment of the development of economic and living standards, safety and environmental operation performance, community relations and communication of the organization’s activities.
Community Grievance Mechanism
PTT has defined the approaches and communication channels for gathering opinions and grievances of stakeholders and communities. PTT systematically and efficiently responds to complaints at all stages of the project lifecycle before, during and after project development. For major capital projects, the channels for addressing grievances are through the tripartite committee, comprised of PTT, representatives of relevant stakeholders, and government agencies.