In today’s interconnected business world, we recognize the significance of transparent and legitimate mechanisms to foster trust, enhance communication, and strengthen relationships with our stakeholders. For us at Rosebel Gold Mines (RGM), establishing a robust Community Response Mechanism (CRM) is imperative for maintaining a strong and stable relationship. Marijke Agwense, Small-Scale Mining and Engagement Lead at RGM, provides information to colleagues about the RGM CRM system and how it serves as a cornerstone for RGM’s efforts in addressing concerns raised by our Communities of Interest (COIs).
“The necessity of an effective CRM starts with the environment in which Rosebel operations are conducted. We are working in a domestic area. There are village communities on and around the RGM concessions, which means that they are also working and living here. This makes it inevitable that issues will arise,” she says. In a series of sessions for RGM employees, Marijke explains the structured platform through which RGM entities can engage with stakeholders transparently. “By facilitating open communication channels, our CRM enables RGM representatives to actively listen to concerns, address grievances, and demonstrate a commitment to responsible practices. This proactive approach not only cultivates trust but also strengthens relationships over time.”
One of the primary functions of the RGM CRM is early issue resolution. There is a special focus on issues raised by our COIs, who are people from the communities of Brownsweg, Nieuw Koffiekamp, Balingsoela, Nieuw Lombe, Klaaskreek, Marchallkreek, Kwakoegron, and Pikin Saramacca. “These issues can be related to RGM (or RGM contractors) activities or general behavior but can also be specific cases or events brought forth by an individual. There are also some issues that are not necessarily related to RGM operations or activities,” Marijke explains. “For example, criminal activity or violence, issues related to government institutions or policy; these are not for the RGM CRM. But when it comes to labor or cases related to local procurement, these are being registered for special consideration and redirected to the relevant departments such as Human Resources and Category Management.”
Members of the RGM COIs are encouraged to engage with RGM through the Community Relations team (personally, by phone, email, letter, or other online channels), but also through Communication Committee members, situated in each village, and the Traditional Authority representatives. As RGM continues to navigate complex operational landscapes, the company’s CRM system has proven to be essential for fostering sustainable relationships and driving positive social and environmental outcomes.
