Whistleblower and Breaches
GRI 2-25 (2021) GRI 2-26 (2021) GRI 2-27 (2021) GRI 205-3 (2016) 206-1 (2016)
GC maintains a zero tolerance policy for violations of the Company's code of conduct and good corporate governance policy. The Company Secretary and the Head of Internal Audit are responsible for managing the Company's complaint handling system, encompassing the receipt of complaints, investigation of all cases involving violations of the code of conduct and organizational compliance with laws, rules, and regulations, as well as summarizing and reporting investigation results to the Audit Committee and the Corporate Governance and Sustainability Development Committee established to review reports on code of conduct violations through the Whistleblower system, which operates as Centralized Whistleblowing, Fines, and Penalties Information. This ensures effective management, analysis of control measures, and corrective and preventive actions against fraud or non-compliance with various regulations. The scope of the whistleblowing system has also been extended to cover stakeholders associated with the Company and its Group companies, in accordance with the Company's Group company governance guidelines.
In 2025, 13 subsidiaries in which GC holds more than 50% shares developed their own whistleblower process (representing 100%)
GC has disclosed all violation cases in code of business conduct, ethics, bribery and corruption, which has been strcitly moniterd and assessed by corporate compliance in public platform, including GC website as well as The Stock Exchange of Thailand platform.
GC has established the policy and set up the Whistleblower System to receive opinions, suggestions, questions, and complaints pertaining to corporate governance or corporate compliance from stakeholders within and beyond the organization.
The company provides training and guidance on the use of the whistleblowing and reporting channels through various platforms, including video clips “HOOK” E-Learning, the “Smart Leader Smart Treatment” seminar, email communications, and the GRC Newsletter. These communications cover topics such as good practices according to the Code of Conduct, procedures for reporting suspicious behavior via the Whistleblower system, and the disciplinary investigation process.
Currently, the company is studying ways to improve the complaint handling process to enhance its independence and increase whistleblowers’ confidence. Whistleblowers who do not wish or feel uncomfortable to disclose their identity can submit an anonymous report or send an anonymous letter. All details of reports recived and personal information of the whistleblowers are protected and kept with strict confidentiality.
Complying with international standards, the Whistleblower System focuses on three key principles: protection of complainants and subjects of the complaint, response to complainants, and investigation and remedy.
Whistleblower Process for Investigating the Reported Breaches
Responsibilities, accountabilities and reporting lines are systemically defined in all divisions and group companies
The three main actions in receiving the complaints
Investigation Committee
- Independence
- Confidentially
- Non retaliation
- Remedy program
Corporate
- Confidentially
- Protect reporter
- Non retaliation
- Employee discipline
- Process Improvement
Complainant
Report in suspect of
- Misconduct
- Noncompliance
- Fraud
Reporting channel
- Whistleblower@pttgcgroup.com
- Intranet/Internet (website)
- Others
GC discloses the number of complaints received through the Whistleblower System and other channels as follows:
Complaints Received Through GC's Whistleblower System
| 20222 | 20232 | 20242 | 20252 | |||
|---|---|---|---|---|---|---|
| Substantiated Case | Substantiated Case | Substantiated Case | Reported | Ongoing Investigation | Substantiated Case | |
| Code of Conduct Complaints | ||||||
| Fraud1 (case) |
0
|
2
|
1
|
0
|
0
|
0
|
| Conflict of Interest (case) |
0
|
0
|
1
|
0
|
0
|
0
|
| Business Code of Conduct/ Corporate Compliance |
0
|
2
|
1
|
8
|
0
|
3
|
| Discrimination (case) |
0
|
0
|
0
|
0
|
0
|
0
|
| Sexual Harassment (case) |
0
|
0
|
0
|
0
|
0
|
0
|
| Non-sexual Harassment (case) |
0
|
0
|
0
|
0
|
0
|
0
|
| Money laundering or insider trading (Case) |
0
|
0
|
0
|
0
|
0
|
0
|
| Privacy3 (Case) |
0
|
0
|
0
|
0
|
0
|
0
|
| Total (case) |
0
|
4
|
3
|
8
|
0
|
3
|
| Anti-competitive Complaints | ||||||
| Anti-competitive business practice /Antitrust (case) |
0
|
0
|
0
|
0
|
0
|
0
|
Remarks:
- Corruption & Bribery cases are included in Fraud category
- All complaints in 2021 – 2024 were completely investigated, judged and solved a case
- Customer Privacy Data cases are included in Privacy category
Complaints Received Through Other Channels
| 20221 | 20231 | 20241 | 20251 | ||
|---|---|---|---|---|---|
| Under Investigation | Acknowledged | ||||
| Social and Community Complaints (case) |
5
|
1
|
0
|
1
|
3
|
| Environment, Occupational Health and Safety Complaints (case) |
1
|
0
|
0
|
0
|
0
|
| Complaints on Products and Packages (case) |
63
|
16
|
41
|
5
|
27
|
| Total (case) |
69
|
17
|
42
|
5
|
30
|
Remarks
- All complaints in 2022 – 2025 were completely investigated, judged and solved a case
Regarding complaints received through other channels, GC has conducted the investigation and established action plans to rectify the issues. Additionally, we develop the appropriate measures to prevent such cases, which may occur in the future. At present, the Corporate Compliance Department has compiled complaints and developed a central database to summarize complaint data for relevant departments, such as Risk Management Department, Internal Control Department, Corporate Governance Department, GRC Department and Internal Audit Department, to analyse causes and risks, review, and offer recommendations to process owners in order to determine additional appropriate control processes.