We work closely with communities to understand their concerns and identify how to address them. We aim to avoid or reduce any adverse impacts and to manage those impacts that may be unavoidable. By engaging openly with communities we are able to identify how and where we can bring sustainable benefits.

We do this in many ways: by creating new jobs, encouraging local businesses to be a part of our supply chain, and providing useful skills training for people. Our work in communities is aligned to our strategic community development themes of improving access to energy, supporting young businesses to grow, and improving road safety. See our latest Sustainability Report for details of our annual spend on social investment.

Community specialist areas

The first stage of project planning involves carrying out an impact assessment to understand the potential effects on local communities, including people’s health and the environment. Impact assessments are usually carried out by specialist external consultants, under the management of Shell’s experienced impact assessment practitioners.

At every review stage of the project we consider these impacts and decide whether and how best to move ahead. The assessment of these impacts may lead to the revision of project plans, such as rerouting pipelines or roads, changing plant layout or design, or re-scheduling construction activities to avoid disrupting seasonal community activities.

Shell has dedicated in-house specialists who are experienced in engaging with communities, including indigenous peoples, managing impacts related to resettlement and livelihoods, and identifying and managing impacts on cultural heritage. The specialists work with our project and technical teams to investigate opportunities to first avoid or, where this is not possible, to minimise impacts.

Read more about how we engage with communities

Community engagement and feedback

We work to understand community needs, expectations and concerns through community meetings, opinion surveys, advisory panels and telephone hotlines. We also employ dedicated professionals, called community liaison officers, to directly interact with people in the community and keep local people informed about the ways our operations may affect them. This enables us to gather input on the impacts of our business activities as well as the effectiveness of our stakeholder engagement, and it helps us find better solutions.

It is important to us that people in communities are able to contact Shell, give feedback and receive a response or action from us. We have implemented “community feedback procedures” at major operations and projects to receive, track and respond to questions and complaints from community members before they can escalate.

In South Korea, for example, the local community was concerned about noise levels from the construction of the Prelude floating LNG plant. We responded by installing industrial silencers to reduce disturbance from the shipyard – Read more about this story.

We have also worked with IPIECA (the global oil and gas industry body for environmental and social issues) to include our experience in managing community feedback in publicly-available guidance documents and toolkits. This helps our industry to improve its management of community concerns.

Working with indigenous peoples

Our operations in certain parts of the world affect indigenous peoples who hold specific rights for the protection of their cultures, traditional ways of life and special connections to lands and waters. In some countries, for example in Canada, Australia, Bolivia and Philippines, indigenous peoples hold specific rights recognised by law that protect their cultures and ways of life. In line with Shell’s General Business Principles, and in support of the UN Declaration on the Rights of Indigenous Peoples, our approach is to continue seeking the support and agreement of indigenous peoples potentially affected by our projects. We do this through mutually agreed, transparent and culturally appropriate consultation and impact management processes. It requires open dialogue, good faith negotiations, and, where appropriate, the development of agreements that address the needs of indigenous peoples.

We recognise the principle of free, prior and informed consent, as interpreted by the International Finance Corporation Performance Standards, as a safeguard for indigenous peoples’ rights. We believe our approach is consistent with the application of this principle, while respecting the laws of the jurisdictions in which we operate.

Managing land access and resettlement

Our operations sometimes require temporary or permanent access to areas of land or sea where people are living or working. We first try to avoid the need to resettle people, and where unavoidable, we work with local communities to help them relocate, maintain their standard of living or, if necessary, find new livelihoods. This is done through the development and implementation of “resettlement action plans” or “livelihood restoration plans”.

Respecting cultural heritage

Cultural heritage can be represented in tangible form, such as treasured artefacts, or as intangible attributes, like language or traditions. It may have great value for past, present and future generations. Our specialists work to preserve cultural heritage near our operations. 

For example, we have operations in Majnoon, southern Iraq, an area near the ancient Mesopotamian Delta. The Iran-Iraq conflict in the 1980s scattered important archaeological remains across a wide area. We commissioned experts from the University of Queensland, Australia, to conduct an archaeological survey to make sure that we do not disturb these remains when working in Majnoon.

Aligning with best practice

When we work with local communities, we use international standards as our benchmark, including the International Finance Corporation’s Environmental and Social Performance Standards – as well as our own standards. We develop a social performance plan for all our major projects and assets, which includes a summary of our impact assessment findings.

Find out about Shell and impact assessments

More In Sustainability

Access to energy

For many in the world, better access to energy could mean the difference between poverty and prosperity: it affects their health, education and their ability to earn a living.

You May Also Be Interested In

Good neighbours in narrow straits

Safely replacing a 6,000-tonne section of oil pipeline in the Port of Singapore needed precision planning and in-depth consultation to limit disruption to people nearby, including two fish farm owners, whose sea bass swim in the Singapore Strait.

Our values

Our General Business Principles, Code of Conduct, and Code of Ethics help everyone at Shell to act in line with our values.