Community grievance redress

KPO places major emphasis on dealing with grievances and concerns raised by the residents living in villages near the Karachaganak field.  Handling complaints related to the Venture`s operational activities are made in line with formal policy.

Any resident of the Karachaganak neighbouring villages grouped in three rural districts (Priuralnyi, Zharsuatskiy and Uspenovskiy) has the right to raise a complaint verbally to KPO Community Liaison Specialist or in writing using dedicated forms and boxes installed in public places in those villages.  

Community members may also contact a KPO Community Liaison Specialist by phone. The contact numbers of the Specialist are communicated to local residents during community engagement activities and displayed on the KPO Information Boards installed in public places in those communities. The contact details of Community Liaison Specialist are provided on Contacts page.

In the course of our regular engagement with local community members over past and recent years we made a conclusion that contacting a Community Liaison Specialist by phone is the most preferred way of lodging complaints or raising enquiries for community members.  The Company reviews all grievances/suggestions and undertakes action to resolve the issue.

KPO Grievance Procedure is also applied to community of Aksai, including the resettled residents of former Berezovka and Bestau Villages who had been relocated to the town of Aksai and to the 100 detached houses in the suburban microregion of Araltal and two apartment blocks #24 and # 25 located in 10th microregion in Aksai at the end of 2017.  The residents were informed about how this procedure executes during the relocation.  In total, 465 households were resettled in the period of 2015-2018.

Starting from the relocation KPO carries out post-resettlement monitoring of the households in microregions located in Karachaganak-1 Neighbourhood and Araltal in Aksai. The monitoring procedure allows to receive feedback from communities in the process of adaptation to the new place of residence and ensure the respective support as monitoring the implementation of warranty obligations of tenant builders. 

In line with the Grievance Procedure, 218 grievances were registered in 2019 predominantly related to minor defects in their new houses in Araltal and flats in Aksai, appeared during the stay.  KPO forwarded all such grievances to construction companies responsible for the warranty maintenance.  The remedial works included repairs to the roofs and septic tanks in Araltal, installation of children playgrounds and heating meters at the entrances of the two 9-storey apartment buildings in Karachaganak-1 Neighbourhood.

During the contacts and through the grievance mechanism, the residents of Araltal had requested KPO to provide additional volumes of soil for their vegetable gardens.  In 2019, KPO supplied 375 trucks of soil for the residents of Araltal to support the livelihood restoration and kitchen gardening activities on the individual land plots.

Socially vulnerable community members, who moved to Aksai and Araltal are under special surveillance in KPO’s monitoring process. KPO Community Liaison Specialist visits the lonely elderly residents in order to provide assistance and resolve their issues including municipal social care and construction defects.

For example, KPO helped an elderly woman with registration at the Aksai Hospital and her health examination. The lady was resettled from Berezovka in 2017 and now lives alone in one of the flats in Aksai. With KPO’s help she also got a hospital nurse designated to visit her for regular check-ups.

Grievances and suggestions received from the local community in 2019


In accordance with Gas Odour Management Procedure for Communities Adjacent to the Karachaganak Field, during 2019 the Сompany worked to ensure all in-coming community grievances were timely addressed.  Once received, every grievance is thoroughly reviewed and responded through the KPO Community Liaison team.

In total, 17 gas odor related grievances were registered in 2019.  KPO Community Liaison Specialist held follow-up meetings with each individual who made the complaint, sharing information about the environmental monitoring and taken actions as part of the grievance investigation. Communities, who expressed a concern about the gas odor, were also briefed on KPO’s ongoing monitoring activities in accordance with the Operational Environmental Monitoring Programme.

KPO has deployed 18 Environmental Monitoring Stations (EMS) across the Karachaganak Field and around the Sanitary Protection Zone and two truck-mounted mobile EMS.  Please see more about KPO’s air quality monitoring in the Environmental Monitoring section.

Resettlement of the Berezovka and Bestau villages

In May 2015, the Ministry of National Economy of the Republic of Kazakhstan issued a Positive Conclusion on the expansion of the Sanitary Protection Zone around the Karachaganak field, in order to support the future development of the KPO operational facilities. On 28 July 2015, the Government of the Republic of Kazakhstan adopted a Resolution on the resettlement of Berezovka and Bestau communities falling within the expanded Sanitary Protection zone.

The physical resettlement of Berezovka and Bestau communities due to the planned Karachaganak field development was successfully completed at the end of 2017. All the inhabitants either were resettled to Aksai and Araltal microregion at some 5 km distance from Aksai, or received compensation. Regional authorities of the West Kazakhstan Oblast have led the resettlement of the two communities with the funding support provided by KPO.

The resettlement was implemented in two phases. In phase 1, the vulnerable households who wished to move earlier were relocated at the end of 2015. During the selection process for the Phase 1 the priority was given to disabled people, participants of the Great Patriotic War (WW II), disabled people of categories 1 and 2, families with disabled children and persons suffering from severe forms of chronic diseases included into the list approved by the Government of the Republic of Kazakhstan. By the end of 2015, 82 households from Berezovka and Bestau moved into two new multi-storey blocks of flats in Aksai.

Phase 2 was implemented in 2017. All remaining residents were given choices in this phase and moved either to detached houses with land plots in Araltal microregion, or to the 9-storey blocks of apartments in the Karachaganak-1 microregion of Aksai.

The graph below presents the options selected by the resettled villagers.

Percentage of three options choice for Phase 2 resettlement


Throughout the resettlement process, the residents were provided with detailed information on the available resettlement options. The household owners and co-owners were invited for individual negotiations to discuss the proposed compensation options.

A Commission for Review of Residents Grievances and Applications was set up within Burlin District Akimat including representatives of the local authorities, public organisations, Maslikhat Deputies for Burlin District and KPO employees. The Commission reviewed the residents’ grievances concerning resettlement issues, including compensations, allocation of housing and individual circumstances of the households. Residents received the replies in writing.

To review the residents’ grievances related to resettlement, KPO applied its Community Grievance Procedure. It was widely communicated to resettling community members during a series of Open Days held in Berezovka and Bestau villages in 2015-2016. As part of the consultation campaign, printed leaflets with contact details of the Burlin District Akimat and the KPO Community Relations team were disseminated among community members. The residents had an opportunity to send applications and letters directly to the Burlin District Akimat. Burlin District Akimat representatives were available to meet with the resettling community members to discuss the resettlement issues.

To ensure participatory approach and inclusiveness, in 2016 a Residents’ Committee was set up comprising of residents from Berezovka and Bestau communities. In 2016-2017, the Residents’ Committee members made monthly trips to construction sites to oversee the construction process of the new houses in Aksai and Araltal. Each time they were escorted by KPO representatives to show the construction process and hear the residents’ opinion. Some of the comments and requests of the Residents’ Committee were taken into consideration and actions were taken to implement the residents’ requests. For example, new technical water wells were drilled in each resident’s yard in Araltal for their domestic needs. While the physical resettlement is completed, post resettlement monitoring and support are ongoing.

The social infrastructure provided for the resettled communities included a new kindergarten for 320 children in the Karachaganak-1 microregion and a new school in Araltal for 300 pupils.