ANNUAL%20REPORT%202015%20eng

Sustainability Report
We receive grievances via the internet, telephone, face-to-face interviews and in writing. Upon receiving
complaints and grievances, appropriate actions must be taken and the complainants should be advised of the
outcome. In line with the Grievance Handling Mechanism, we aim to respond to all complaints within 30 days
of submission, and more quickly in urgent cases. All complaints are treated in a confidential manner, and in all
cases, grievances are addressed without prejudice. The resolutions of community complaints and grievances are
reported to the public through our annual/CSR reports.
In 2015, we received and handled a total of 3 complaints and 30 requests. All of the received 3 complaints
were of random nature. The first complaint was related to a fire incident at a local family house. As Tsogttsetsii
soum does not have fire/emergency services, the complainant had called our mine emergency rescue service for
assistance, and his complaint was that he could not get timely assistance. Upon analysis of the complaint, it was
explained to the complainant that although we are committed to respond to local fire/emergency calls whenever
possible, the Company is not formally obliged to receive all emergency calls and that it is possible to have cases
of delay where our rescue team might be handling multiple calls. The second complaint was related to a cattle
belonging to a local herdsman being attacked by a dog. This complaint was dismissed since the Company does
not keep any animals.
The third complaint was in connection to some of the third-party suppliers/contractors using multiple dirt roads
when transporting goods from other provinces to Tsogtsetsii, Umnugobi on a few occasions due to no existing
paved road in such directions. Although this was not our direct responsibility, we made careful analysis of the
situation following the receipt of the complaint and formally notified the responsible suppliers to discuss and agree
on the routes with the local administration.
Of all 30 requests we received via our grievance mechanism, about 40% were requests for financial and material
assistance, approximately 10% were requests to supply goods and services to the Company, 9% were related to
UHG mine-site visits while the remaining were on various subjects including internship opportunities at the minesite,
a possibility to build a new water well and a possibility to source spare parts and scrap materials from the
mine operations.
Community investment
As part of our policy to help bringing long-term sustainability to our host communities, we make investments
through community development programs, infrastructure developments, local donations, sponsorships and
partnerships. Job creation, local procurement, implementation of targeted programs for impacted herders, the
“Good Neighbourhood” initiative and community health support also bring sustained positive impact on our local
communities, including herdsmen. In 2015, the Company spent approximately MNT2.4 billion on community
investment activities.
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Annual Report 2015