Access to Remedy

Grievance Mechanism

The ANA Group has a number of mechanisms for listening to concerns or complaints from customers, employees, shareholders, and other stakeholders.
In 2020, we have started to implement a new grievance mechanism that meets the requirements of the Guiding Principles on Business and Human Rights with the cooperation of an independent, third-party organization. .This mechanism is accessible in seven languages each stakeholder understands and it can be used anonymously without fear of disadvantage.
We will continue to improve the effectiveness of our grievance mechanism while ensuring effective engagement and dialogue with human rights experts.

ANA Group Consultation Services
Employees Our internal whistleblower contact point is accessible by any worker engaged in the ANA Group’s operations, including workers employed by our partner companies. We ensure that the privacy of the whistleblower and other parties concerned is protected and that they are not disadvantaged in any way. We have also established whistleblower contact points at law firms outside the company. Complaints can also be filed in English.
Customers We have set up the ANA Desk for Comments and Requests to respond not only to inquiries about ANA’s services, but also to concerns and comments about human rights issues. Inquiries can be made either by telephone, e-mail, or mail, in Japanese or English.
Shareholders We have a contact point, accessible by telephone, for inquiries about company shares and investment.

Remedial Status

We address concerns and complaints received from stakeholders appropriately through the customer service department.
In 2020, an issue related to the work environment, a lack of rest and napping space, was discovered in an interview with a foreign worker from a contract company. So we quickly made changes in cooperation with the contract company.

Haneda Airport Terminal 3 Standby Area (Former storehouse)