Building trust and addressing impacts: 16 Years of Cerrejón´s Complaints Office

The Cerrejón Complaints Office was established in 2009 to implement a rights-based grievance mechanism to address complaints from workers and communities on alleged impacts generated by the company's activities and to provide redress and compensation when an impact is confirmed. By using this mechanism, the company aims to strengthen trust and maintain a constructive engagement with the people who may be affected by the company´s operations through a continuous, transparent, respectful and good faith process.

Since 2009, Cerrejón has received a total of 4735 complaints, 98% of which were successfully resolved with the complainant. Recent surveys show user satisfaction of over 90%, demonstrating the company’s sustained commitment to due diligence and to providing effective responses to individuals who believe they have been adversely affected. As of November, 320 complaints have been received in 2025, with 80% resolved.

The Complaints Office originated from Cerrejón’s participation in the 2009–2010 pilot led by Professor John Ruggie, the former UN Special Representative for Business and Human Rights, and our contribution to the process that informed the final version of the UN Guiding Principles on Business and Human Rights (UNGPs), unanimously endorsed by all UN member states in 2011.

The Complaints Office operates under the principles of effectiveness, legitimacy, participation, transparency, dialogue, and sources of learning. It responds to complaints in a participatory manner and, if necessary, compensates cases in which the impact of Cerrejón's operation has been confirmed.