Announcement of External Grievance Mechanism

1. Objective

Business activities financed by MSB may potentially cause environmental and social (E&S) impacts, or incidents and accidents during the operation of customers or projects.

This External Grievance Mechanism provides guidance for external organizations and individuals on how to submit complaints to MSB if they are affected by the business activities or projects of MSB’s customers. It also outlines the process by which MSB receives, reviews and resolves such complaints.

2. Information Transparency

MSB commits to publicly disclosing the key contents of the External Grievance Mechanism on the bank’s official website so that all external stakeholders can access the information and understand how MSB manages E&S-related complaints.

MSB also commits to ensuring that no complainant will face retaliation from MSB or its business partners. The bank will ensure that the identities of individuals or organizations submitting complaints are kept confidential and disclosed only in unavoidable circumstances in accordance with legal requirements.

In cases where complaints are submitted anonymously, MSB will still record, verify and seek to address them. However, due to the anonymous nature of such complaints, providing direct feedback to the complainant may not always be possible. If necessary, MSB will consider appropriate measures to communicate the resolution of anonymous complaints while maintaining confidentiality.

3. External Grievance Mechanism

3.1 Communication Channels

External stakeholders may raise complaints related to environmental and social issues through the following channels:

Phone
Stakeholders may contact the information hotline.

Email
Complaints can be sent to the Environmental and Social Risk Management Department at: qlrr.qlrrmtxh@msb.com.vn

Direct Contact
Stakeholders may also raise their concerns directly with any MSB employee. The employee will then forward the complaint to the appropriate personnel and escalate it according to the bank’s established procedures.

3.2 Grievance Handling Procedure

A summary overview of the grievance handling mechanism is presented below.

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