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Environmental Grievance Mechanisms

KPI

  • Item

    Total number of complaints concerning the environment formally submitted to the system for handling complaints concerning human rights

  • FY 2014 results

    (Consolidated) 0

Responsible departments

Basic activities: each business location
Consolidation: CSR and Environmental Affairs Dept.

Stance and target

Why is "Environmental Grievance Mechanisms" a critical issue to be addressed?
Explanation of the reason and background

The Yokohama Rubber Group that has production bases in Japan and overseas views the minimizing of the adverse effects of plant such as noise and odors, communication with local residents, and creating trust relationships by continuing to live up to expectations to be important for achieving sustainable operations in each region.
The Environmental Grievance Mechanisms is a system that allows anyone to file complaints, principally local residents that live near plants. It is a system that will enable us to make full-fledged environmental improvements for local residents and also lead to environmental improvements within plants. For this reason, the Environmental Grievance Mechanisms has been selected as an import initiative for the Yokohama Rubber Group.

Policies and stance towards handling complaints

We aim to clarify the method for receiving information related to the environment both internally and externally throughout the entire company and achieve proper communications with external stakeholders while promptly and accurately sharing information between business locations in order to prevent the occurrence of similar types of complaints throughout the entire company.

Overview of the Environmental Grievance Mechanisms

External environment information gathered at each business location that could involve environmental risks is entered in the External Information Acceptance Ledger, and it is determined whether the information constitutes an external complain based on the external information standards of the company-wide guidelines. If such information is certified as an external complaint, it is handled in accordance with the emergency response standards of the company-wide guidelines. For information that is not certified as an external complaint, the relevant department will be conducted as appropriate if deemed necessary by the environment representative of each business location.
In the event of warning, guidance, or recommendations from the government, an External Information Acceptance Form will be issued and simultaneously sent to the CSR & Environmental Affairs Department, other business locations, and the Tire and MB (industrial products) Production Environmental Task Force. The CSR & Environmental Affairs Department will provide advice on countermeasures while receiving advice from the Legal Departments, and the entire Group will cooperate in response.

Complaint process flow

Complaint process flow

Resolution process when a complaint is submitted

If an environmental management representative has deemed that there has been an external complaint, an External Information Countermeasures Form will be issued and simultaneously sent to the CSR & Environmental Affairs Department, other business locations, and the Tire and MB Production Environmental Task Force.
Environmental Management Task Force of the business location will submit an answer form to an external information provider after reporting and gaining approval from the manager of the business location for all documents from complaint receipt to response. This answer forms will be sent and shared if there has been a request from other business locations or the CSR & Environmental Affairs Department.

Users of the Grievance Mechanisms

It can be used by all stakeholders.

Methods for spreading awareness of the Grievance Mechanisms

We have formulated company-wide guidelines for the Environmental Grievance Mechanisms that will be distributed to all business locations in Japan and overseas. In addition, every time regular audits are conducted at each business location, we will work to ensure awareness of the overview of the system and how to use it. At the same time, we will use opportunities such as the Environment Council to deepen an understanding of the system at each business location.

Monitoring of the effectiveness of the Grievance Mechanisms

We have decided on internal monitors and external monitors for each business location to gather information through regular visits, etc. conduct communication, and check that the complaint handling system is operating effectively.

Vision (attainment goal) / target

Manuals have been developed on complaint collection and response, and system capable of uniform response throughout the Yokohama Rubber Group has been adopted. We will continue to utilize the monitor system so that the system continues to be operated appropriately.
We will aim for zero complaints.

Measures for vision achievement

As a measures to strengthen coordination between each business location, we will conduct regular audits and define business locations with high risks of environmental issues as focus business locations for regular follow-up, Environment Council attendance, and guidance on improvement methods.

Review of FY 2014 activities

While there were 10 complaints in FY 2013, there were only 2 complaints in FY 2014 as a result of improvements. This can be broken down into 1 noise complaint and 1 odor complaint in Japan.
In terms of odor improvements, as a result of the installation of deodorization equipment and deodorizing spraying based on the result of assessments using several methods, extremely positive results were achieved.
By analyzing the causes of complaints and developing countermeasures, we will provide carefully explanations to the parties filing complaints, listen to their needs, and respond reliably.

Issues and future improvement measures

We will continue efforts to raise awareness of the complaint handling system both internally and externally while continuing monitoring to enable appropriate operations of the system.
For odor countermeasures that respond to one of the causes of complaints, it is difficult to adopt uniform measures because the types and components of odors differ by business location, and they are highly susceptible to the sensitivity of people. In an aim to achieve zero complaints, we will conduct a detailed analysis of causes and implement further countermeasures in order to eliminate odorous components (through reaction, absorption, etc.).