If you have a complaint about deposits, smells or noise and you believe that the origin of the problem is at the Chemelot site, you can report this free of charge to the Environmental Complaints Line on: 0800-0223363. You can also ring this number if you are worried about anything that you have heard or seen at the Chemelot site. Your call will be answered by a member of the Chemelot Central Reporting Office team, who will give you an immediate answer or put you through to the persons concerned.
What happens when you ring the environmental complaints line?
- The call is put through to the Central Reporting Office, which is manned 24 hours a day.
- You can report worries about anything that has happened at the Chemelot site. In many cases, the Reporting Office team member will be able to explain what is going on immediately. If he cannot (yet) do that, he will make some enquiries and call you back later, or get someone else to call you back.
- Your name, address, telephone number and the nature of your complaint will be noted, together with the meteorological data at the time (weather conditions, wind direction etc.).
- The Chemelot environmental verifier will then be called into action within 30 minutes of your telephone call. The verifier is part of a special team of persons (about 20 in all) set up for this purpose, who are trained to evaluate any damage or nuisance.
- The verifiers establish, on site, and with you, the precise nature of the nuisance: how much noise, what smell, what deposits.
- The verifiers record their findings on a complaint form and the form is sent to the Environmental Complaint System Department of the Chemelot site.
- This department takes any further action for its own account. On the basis of the data entered, it conducts a more detailed internal investigation into the source of the nuisance, commissions any specialist measurements required or arranges for the collected samples to be analyzed. It will also approach you, as the person who has made the complaint, if necessary.
- If any losses are involved, the extent of these losses is established, where necessary with an external insurance expert, and the level of compensation is set. There are standard tariffs for claims. If problems arise, both parties may seek legal assistance. Any further financial settlement is for the account of the site user concerned.
- The employees of the Environmental Complaint System Department ensure that you, the caller, receive a report in person or by telephone of the way the complaint has been handled.
N.B.: You will find information about environmental complaints caused by SABIC plants at Chemelot on the SABIC web site.