Responding to grievances

TAP is committed to open dialogue and building trustful and lasting relationships with the communities living along the pipeline route. 

Our grievance mechanism helps us to investigate and respond appropriately and to better understand and address any concerns of people affected by the pipeline. It also helps us to avoid similar issues re-occurring in the future if possible. 

Dedicated grievance management teams in each of TAP’s operating countries are responsible for receiving and processing grievances. These teams oversee the investigation of grievances and ensure that people affected are kept informed of progress. 

Every grievance is registered, acknowledged, investigated and responded to depending on the issue’s severity and complexity. 

When TAP receives a grievance, its nature and likely severity is assessed and the relevant department is asked to investigate. An acknowledgement is sent to the complainant and the grievance resolution process is explained.  

Following investigation, if applicable, TAP will propose appropriate actions to resolve the grievance.  

Where necessary, grievances may be referred for an external review, which will assess the resolution process and, if applicable, recommend additional measures.    

Anyone who disagrees with TAP’s proposed resolution has the right to seek alternative resolution outside TAP. 

A summary report for TAP grievance trends in 2017, 2018, 2019 and 2020, quarters 1 and 2, can be accessed here.

Stakeholders can submit grievances in Albanian, English, Greek or Italian. TAP’s grievance mechanism is open to all stakeholders, including individuals, groups, companies and common interest groups.  

All individual grievances are confidential. Grievances may also be submitted anonymously. Any personal data involved in this procedure is processed in line with applicable data protection legislation and due care. Relevant information can be found in our privacy notice. 

To submit a grievance, you can choose to: 

• call TAP’s grievance hotline (see below) 
• phone or send an SMS message to the relevant TAP Grievance Coordinator in your country (see below) 
• download, complete and submit an online Grievance Form (see below)
• post a completed Grievance Form in the grievance boxes located at TAP’s regional offices
• send an e-mail, letter or fax to the appropriate TAP office (see below). 

If you wish to provide additional information, you can easily update your grievance using this form: 
Update existing grievance (English)