SUSTAINABLE DEVELOPMENT REPORT
OF NC KAZMUNAYGAS JSC FOR 2024
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Mechanisms for Submitting Appeals and Complaints

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KazMunayGas places great importance on ensuring accessible, transparent, and effective mechanisms for submitting appeals and complaints. Several dedicated channels are provided, allowing stakeholders to report violations, request consultations, and track the progress of their submissions.

Main Channels for Appeals

Anti-Corruption and Fraud Hotline

The KMG Compliance Hotline is administered independently by KPMG, ensuring objectivity and protection for whistleblowers.

How to report:

The channel can be used to report:

  • Suspected corruption, fraud, or abuse
  • Conflicts of interest involving KMG employees or partners
  • Violations of the Code of Ethics or anti-corruption policy
  • Suspected violations of laws

The Сompany guarantees complete confidentiality and protection from harassment for applicants. Appeals are reviewed in strict accordance with international standards of business ethics.

The process of registering incoming requests and providing responses to the applicant is fully automated. All requests from the hotline operator are submitted to the compliance officers of the KMG Group of Companies in real time.

On a quarterly basis, the Compliance Service provides information on the results of consideration of received appeals to the Audit Committee and the Board of Directors of KMG.

NYSANA Unified Social and Labor Hotline

NYSANA is a centralized channel for addressing social and labor-related issues, available to both employees and external stakeholders.

How to report:

  • Hotline number: 8 (800) 080-30-30
  • WhatsApp: 8 (778) 120-99-11
  • Email: nysana@cscc.kz
  • Web portal: nysana.cscc.kz
  • Internal corporate portal access

What can be reported:

  • Facts of violations in the field workplace safety and occupational health
  • Labor disputes
  • Any other issues related to employment and labor relations

Reports can be submitted anonymously. All submissions are handled confidentially and reviewed in a timely manner.

E-Otinish Unified Information System

The E-Otinish platform is a unified digital system in Kazakhstan designed to process appeals from individuals and legal entities. This channel ensures transparent and effective consideration of applications in accordance with the legislation of the Republic of Kazakhstan.

How to report:

Appeals and complaints could be submitted through:

  • Website: https://eotinish.gov.kz
  • Mobile App: “E-Otinish” (available on App Store and Google Play)
  • Public Service Centers across Kazakhstan

Benefits of the system:

  • Automatic registration of appeals with assignment of a unique number
  • The ability to track the status of consideration of the appeal
  • Guarantee of providing an official response within the established time frame

Appeals Statistics

Compliance and Ethics Hotline

In 2024, the Compliance and Ethics Hotline received 115 reports, representing a 35 % increase compared to the same period in 2023. This growth indicates increasing engagement from employees and contractors, greater trust in the function, and successful promotion of the hotline and the compliance culture within KMG. The most frequent topics of appeals included corruption, labor disputes, and procurement.

NYSANA Unified Social and Labor Hotline

During the reporting period, 112 appeals related to labor rights violations and social-labor conflicts were received through the NYSANA communication channel, email, and in-person meetings with the Ombudsperson. Upon review, the Ombudsperson provided feedback to applicants. This work required careful consideration, thorough analysis, and timely responses to the involved employees.

Among the reviewed cases:

  • Complaints regarding managerial pressure were resolved, including disciplinary measures taken.
  • Labor disputes were settled through explanatory meetings and consultations.

E-Otinish UNIFIED INFORMATION SYSTEM

In 2024, 1,289 appeals from individuals and legal entities were submitted to KMG via the E-Otinish platform.

Appeals Handling Procedure

All appeals received by KMG are processed in accordance with the Appeals Handling Regulation, approved by the Board of Directors in 2024. The Regulation outlines:

  • Registration of appeals, including through the “E-Compliance” system.
  • Classification by the nature of violation (corruption, ethics, labor relations, etc.).
  • Appointment of responsible parties and creation of working groups, when necessary.
  • Review timelines.
  • Processing principles: objectivity, completeness, confidentiality, and whistleblower protection.
  • Feedback mechanisms: applicants are informed about the status and outcomes of their complaints.
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