Empowering contracted workers to speak up

Throughout the year, thousands of third-party workers employed by contractors and subcontractors take part in construction and maintenance activities on Neste’s production sites, with numbers peaking during refinery turnarounds, shutdowns and expansion projects. Many of these are foreign workers who may not be familiar with local labor standards, language or culture. 

Neste is committed to maintaining a safe and respectful working environment for everyone in our operations, including third-party workers. We have established site-level “We Care” channels at our refineries, which enable contracted and subcontracted workers to report concerns or raise issues directly to Neste - anonymously, confidentially, and without fear of retaliation.

Designed to promote accessibility and awareness 

To ensure accessibility for all workers, the channels are designed with different language and literacy needs in mind. We mapped the languages spoken by third-party workers at each refinery and developed all communication materials, including posters, leaflets, and info cards, in multiple languages relevant to each site. These materials use simple explanations supported by visuals to ensure that even workers with limited literacy or language proficiency understand how to use the channels.

Workers can access the channels via physical suggestion boxes located in common areas, or by scanning a QR code that leads to an online complaints form. These QR codes are printed on materials and placed on posters in locations frequently used by workers, such as locker rooms, rest areas, and toilets. 

The channels are promoted to third-party workers during site-permit and safety induction sessions, and awareness is reinforced through regular safety meetings.

Posters and leaflets distributed to workers not only explain how to use the channels but also inform workers of their rights and provide examples of workplace issues that may warrant reporting, with clear examples of when and how to speak up. 

Posters around the site act as educational tools, helping workers recognize signs of labor exploitation and providing QR codes to anonymously raise complaints.

Listening, learning, improving

All reports are taken seriously and investigated. Each refinery has a local complaints committee, composed of trained Neste personnel from human resources, safety, and site management, who handle reports and ensure timely, appropriate follow-up. While sensitive cases are managed confidentially, more general issues such as facility maintenance are addressed transparently and shared back with the workforce during safety talks. 

Each site maintains a formal complaints log to help Neste understand trends, monitor how the system is working, and identify ways to continuously improve. 

The feedback we receive through the We Care channels helps Neste make meaningful, lasting improvements to how we manage our sites and work with contractors. Workers often also use the channels to share positive feedback and practical suggestions. We view every message received as an opportunity to learn and do better - for our people and for our operations. 

By listening directly to third-party workers, we are making our sites safer, more inclusive, and more respectful for all.