The people around your operation.
WHY IT MATTERS
Communities affected by your operations can support or obstruct it.
WHO THE STAKEHOLDERS ARE
Neighbours and residents Local authorities Traditional or community leadership Associations and unions Other businesses nearby
WHAT AFFECTS THEM
Noise Traffic and parking Dust, odour and emissions Hours of operation Employment Drainage and waste
WHAT TO DO BEFORE PROBLEMS ARISE
Introduce yourself Establish who to speak to Explain what you do and when Provide a contact for concerns
WHY IN ADVANCE
Relationships built before complaints are what prevent them escalating.
WHAT TO DO ABOUT COMPLAINTS
Respond quickly, and visibly.
WHY VISIBLY
The response is observed by everyone, not only the complainant.
WHAT TO AVOID
Ignoring complaints Dismissing concerns as unreasonable Responding only when authorities become involved
WHAT COMMUNITIES VALUE
Employment Being consulted before changes Being treated with respect Contribution, where genuine
WHAT TO BE CAREFUL WITH
Commitments you cannot sustain Payments that establish expectations Dealing with people who do not represent anyone
WHY THAT LAST POINT
It creates conflict and it does not secure agreement.
WHAT TO ESTABLISH
Who genuinely represents the community.
WHAT TO DOCUMENT
Commitments made and met.
WHAT TO REVIEW
Whether relations are actually good, rather than assumed.
