Bracell’s Integrated Management System includes mechanisms for identifying and addressing complaints, reports, and concerns.

We offer two dedicated channels for receiving complaints, concerns, and reports—both covering the full scope of Bracell’s operations: Contato Seguro and Contact Us. These are available to all stakeholders. Through these channels, we maintain contact with whistleblowers to provide updates on the progress and status of their case.

We follow a standardized process for handling complaints, concerns, and reports. Grievances and concerns are handled by an independent third party, which contacts the relevant Bracell departments based on the specific needs of each case. The Community Relations team, a component of the Corporate Relations team, is responsible for overseeing the resolution of complaints and concerns.

All case handling is tracked through a system that monitors service indicators, such as time taken to resolve the issue and time to provide feedback to the person who submitted the report regarding action taken.

For whistleblowing reports specifically, the Contato Seguro channel is managed by an independent third party, with the Internal Audit leading the investigation process, along with the Controllership and Legal teams. The investigations aim to identify the root causes of the incident, so that corrective and preventive actions can be implemented to avoid recurrence.

Bracell also plans and monitors the implementation of impact mitigation measures through our Sustainability Steering Committee—responsible for routine operational management—and Crisis Committee—responsible for managing emergencies (see more under GRI 2-16 Communication of critical concerns).

The Sustainability Steering Committee reviews the findings from all external audits and assessments on compliance with standards such as PEFC, ISO 9001, ISO 14001, IFC Performance Standards, and the Equator Principles.

The improvement measures identified through these audits and compliance reviews are followed up on by the Sustainability Steering Committee. This committee also plays a direct role in evaluating and deciding on strategic social and environmental issues submitted for risk and opportunity assessments.

In 2025, our Pulp operations–including our Southeast Paper business, which was accounted together with our São Paulo Pulb operations as they are co-located— recorded 166 reports, covering inappropriate conduct and behavior, operational issues, fraud, matters related to third-party companies and other concerns. Of these: 22 are still under review, 84 were resolved without requiring remedial action, and 60 were resolved through remedial action.

Bracell Papéis Nordeste recorded 90 reports. Of those, 8 are still under review, 43 were resolved without remedial action, and 39 were resolved with remedial action.

Contato Seguro

Open to all Bracell stakeholders, Bracell Escuta is a platform for reporting misconduct and non-compliance with applicable laws and regulations, our Code of Conduct, or other company policies.

Reports are handled confidentially and whistleblowers are kept anonymous. Submissions are received and managed by an independent third party. Cases are investigated by Bracell’s Internal Audit Department, which reports directly to the Executive Board and the RGE Group.

Contact information:
denuncias.bracell@contatoseguro.com.br

www.contatoseguro.com.br/bracell

0800 810 8546

 

Contact Us

Open to all stakeholders, this channel is used for submitting questions, suggestions, and compliments, as well as lodging complaints. Requests are received and managed by an independent third party and forwarded to the relevant departments depending on the topic. This process is overseen by the Community Relations team within Corporate Affairs.

Contact details:

Bahia and Pernambuco:
0800-284-4747
faleconoscoba@bracell.com

São Paulo:
0800-709-1490
faleconoscosp@bracell.com

Corporate processes and policies for preventing and mitigating impacts

Topic	Objectives and actions
Sustainability roadmap	Develop and manage a sustainability roadmap with targets set for 2030 across climate, biodiversity, water consumption in mill processes, mill waste disposal, women in leadership, income generation, and improvement of public education.
Local community database	Formalize our commitment to sustainable development and to creating positive social value for people and communities, through our Human Rights Policy.
	Manage relationships with local communities to mitigate risks, prevent negative impacts, and create positive social value.   Hold regular meetings with local communities and neighbors to share information before, during, and after harvesting, transport, and forestry operations. During these activities, informational materials about forestry operations may be distributed, providing data on the eucalyptus growth cycle and on community engagement procedures.   Identify potential impacts on communities near our operations, providing official communication channels for submitting complaints and concerns, and addressing community complaints and concerns.
	Collect community data in the field relevant to managing, preventing or mitigating impacts from our operations;   Distribute informational materials to local communities about forestry operations—presenting the eucalyptus cycle, community engagement procedures, and promoting Bracell’s Contact Us channel.
Risk and impact management	Use the double materiality approach to assess social and environmental impacts and associated financial risks.   In terms of prevention, we apply three complementary approaches: an Operational Risk Matrix, which mitigates failures in daily processes; a Corporate Risk Matrix, designed to safeguard business continuity against strategic threats; and a social Risk Matrix, which monitors the impacts of activities on neighboring communities. Climate Zoning: optimizes forest production by intersecting historical temperature and precipitation data to identify areas suitable for planting, support precise clone selection and tailor fertilization methods based on regional characteristics.
Stakeholder matrix	Develop a stakeholder matrix mapping individuals and/or groups directly or indirectly affected by our projects and activities, as well as those capable of positively or negatively influencing business outcomes.
Odor Perception Network	An Odor Perception Network in the area surrounding our mill, with local community representatives receiving training, attending periodic meetings and communicating directly with company representatives.
Internal and external audits	Conduct annual internal and external audits on compliance with the Program for the Endorsement of Forest Certification (PEFC), ISO 9001, ISO 14001, and the IFC Performance Standards, and on sustainability processes and performance reporting (the data in annual sustainability reports, the Disclosures Hub, greenhouse gas inventories and progress under our One-for-One Commitment are audited by an independent third party).
Continuous Improvement Assessments	Assess social and environmental aspects and impacts, involving all our operations, in order to identify, prevent and address any issues.
	Continuously monitor operational impacts and ongoing preventive actions.
	Develop action plans to implement policies, procedures, and continuous improvement processes, working toward quality and operational efficiency targets.
Product quality and customer service management	Conduct product assessments on consumer safety, health, and environmental risks.
	Monitor product quality and customer service requirements throughout the production process—from the cultivation of eucalyptus seedlings, through silviculture, to product delivery to customers, with continuous engagement during post-sales stages.
Managing impacts on employees	Bracell’s Integrated Occupational Health and Safety Management System for both direct employees and contractors at our operations.
Managing impacts on suppliers	Communicate our Code of Conduct, Procurement Code of Ethics, Sustainability and Human Rights policies, and Wood and Fiber Sourcing Policy, which set out guidelines to mitigate social and environmental risks and impacts and govern contracts with suppliers and contractors operating directly in our operations.

Read more about how we address and respond to stakeholder concerns, complaints, and reports under GRI 2-16.