Access to Remedy

Grievance Mechanism

"Ninja", a grievance mechanism that commenced operation in November 2020, is a contact point for receiving complaints. Operated by CRT Japan, a third-party organization, it receives a wide range of reports from workers regarding not only violations of human rights but also various complaints and concerns. The use of "Ninja" is intended primarily for workers in the ANA Group supply chain but this does not preclude its use by workers at group companies. The service is available in seven languages 24 hours a day, 365 days a year. Persons making a report can also use "Ninja" anonymously without fear of disadvantage. (Users can also make reports in their real names.)
The contact point aims to prevent the problems of workers from becoming serious when they do not know where to turn for advice, and to resolve as early as possible issues that are the cause of workers' dissatisfaction and concerns. The ANA Group encourages workers working in the supply chain to make use of this system.

Grievance Contact Points of the ANA Group
Name Main target Description
Grievance contact point, "Ninja" Workers engaged in the ANA Group's supply chain It is a platform for listening to voices regarding infringement of human rights, targeting workers engaged in the ANA Group's supply chain (not preventing use by the employees of the Group companies). This is a contact point offered and operated by a third party organization, CRT Japan, accessible in 7 languages, and can be used anonymously without fear of disadvantage. It is also possible for the caller to report under his or her real name if he or she so desires. A user raises an issue, and the ANA Group provides a reply that confirms the availability of policies relating to the issue and includes information for two or more contact points for the user to take further actions regarding the issue. This contact point is intended to prevent an issue from becoming more serious with a user not knowing where to consult for the issue.
Whistleblower contact point, "ANA Alert" Mainly the ANA Group's employees It is accessible by all officers and employees engaged in the ANA Group's operations, including temporary employees, and retirees as well as officers and employees of our counterparties. We ensure that the privacy of the whistleblower and other parties concerned is protected and that they are not disadvantaged due to their reporting or cooperating in confirmation of the facts. We have also established whistleblower contact points at law firms outside the company. Complaints can also be filed in English.
"ANA Desk for Comments and Requests" Customers Targeting customers who use ANA's services, it responds not only to inquiries about ANA's services, but also to concerns and comments about human rights issues. Inquiries can be made by telephone, e-mail, or mail, in Japanese or English.
Contact point "Inquiries for Shareholder Relations" Shareholders We have a contact point for shareholders, accessible by telephone.
  • These do not prevent the use of public contact points such as one established by the Japanese government in accordance with the Guidelines for Multinational Enterprise (National Contact Point).

Remedial Status

Please see the below for details of responses to concerns and complaints received through the contact points for consultation and others.

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