Better conflicts, Better outcomes, Better world

Bonsucro Grievance Mechanism Outline ofthe Procedure and Eligibility to Apply
Introduction
The Bonsucro Grievance Mechanism for complaints against Members of Bonsucro is
managed by CEDR (Centre for Effective Dispute Resolution) to ensure that suchcomplaints are independently managed and reviewed. CEDR is entirely separate from
Bonsucro and a non-profit organisation specialising in independent dispute resolution
and conflict prevention. The Grievance Mechanism ensures that those who have been
affected by the conduct of Bonsucro Members, have a means of seeking resolution
and remediation of their complaint. The Scheme does not cover complaints against
Bonsucro accredited certification bodies (or auditors) nor Bonsucro itself, suchcomplaints can be submitted via other processes described on Bonsucro website:
https://www.bonsucro.com/complaints-and-grievances/.

Outline of Grievance Mechanism Procedure
The Grievance Mechanism process ensures an early review of whether a complaint
against a Bonsucro Member (the “Complaint”) is in scope of the Grievance Mechanism
Rules (the “Rules”). If it is decided to be in scope and that funding is available for theComplaint to progress through the formal Grievance Mechanism, then identified
Member (the “Respondent Member”) is asked to respond formally to the Complaint(including any information gathered from a Certification Body if relevant).
After that, the Complaint may go through an independent mediation stage to seek
early resolution by agreement between the parties, failing which there will be anindependent adjudication of the merits of the Complaint. If upheld, an Adjudicator will
issue findings and recommendations for appropriate action to remedy the Complaintto be taken by the Respondent Member and/or by Bonsucro. Appropriate actions caninclude proposals for changes in conduct, non-financial reparation, orsanctions/termination of Bonsucro membership. The procedure is governed at each

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Better conflicts, Better outcomes, Better worldstage by time limits for response.
Before entering the process, CEDR is required to consider whether a Complaint meetsthe tests under the Rules for being in scope as a valid complaint in the required format.
The Eligibility Checklist below is designed to help you think through whether yourComplaint will be accepted for review under the Rules and is likely to meet thestandards for a valid application. Please read this carefully before completing theseparate Application Form. An indicative Timetable for the application approval
process, and the Grievance Mechanism itself, is set out in a separate document.
Finally, when an application is declared by CEDR to be in scope as it is determined tobe eligible and compliant with the Grievance Mechanism requirements, the Complaint
will go through the process detailed in the Rules subject to Bonsucro confirming in
advance that funding is available. Bonsucro has a fixed budget for handlingcomplaints, so there may be times or complicated cases where there has to beinvestigation of how to resource the likely stages of a complaint.

CEDR

will let you know the position on funding once we have checked your Application andchecked with Bonsucro. The Bonsucro website list alternative options to raise yourcomplaint. https://www.bonsucro.com/complaints-and-grievances/
There will be a request for the Respondent Member to issue a response to theComplaint either directly after receiving the Complaint, or after information is
obtained from a Certification Body (where the Complaint has included a challenge toa Member’s compliance with Bonsucro Standards required by Bonsucro for
responsible operating in the sugarcane industry).
Note that some complaints may be rejected by CEDR as out of cope of the Grievance
Mechanism if they do not fall within the requirements of the Rules. More of this is set
out in the Eligibility Checklist below. Applicants should review the Rules in detail for a
full understanding of the Grievance Mechanism and its procedures.

CEDR Services Ltd

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Better conflicts, Better outcomes, Better world

Checklist for Eligibility for the Bonsucro Grievance Mechanism

Please consider the questions below. If you answer ‘No’ to any of the questions inthis section, note that your Complaint may not qualify for the Grievance
Mechanism.

1.

Your status for making this complaint•Please confirm(a) that you are an interested party and/or a stakeholder affected by a
Bonsucro Member’s activity who can supply information about thesubject matter of the Complaint.
YESNOOR(b) that you have been either directly affected by the issues raised in theComplaint, or are representing an individual or group with such directconnection.
YESNO

2. First-time Complaint after direct efforts to resolve the Complaint•Please confirm that the subject matter of this Complaint is a freshComplaint and has not been submitted before to the Grievance
Mechanism
YES•

NO

Please confirm that you have made efforts to resolve your complaint
directly with the Respondent Member (or alternatively that there are goodreasons that such engagement was not possible)
YESNO

CEDR Services Ltd

T: +44 (0)20 7536 6060

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Better conflicts, Better outcomes, Better world

3. Breach of Relevant Standards•

Please confirm that the subject matter of the complaint concerns either: -(a) breach of one or more Bonsucro Codes of Conduct*[Footnote link toinformation on Bonsucro’s website] that apply to Bonsucro Members,YESNO

AND/OR(b) breach of an identified Bonsucro Standard** [link to information on
Bonsucro’s website] that applies to Bonsucro MembersYESNO

4. Format•

Please confirm that you are able to submit your Complaint in English, andthat it will not exceed 25 A4 pages in length for the purposes of initialassessment of eligibility (you can include additional evidence andargument up to 175 A4 pages in English or with English translations as
required under the Rules, but this will only be considered once a Complaintis determined to be in scope of the Grievance Mechanism).
YESNO

Continued on next page.
5. Remedies
Please confirm that•(a) you will be in a position to suggest specific remedies you will be seeking
as part of the Complaint, for a Member to consider at an early stage;
YESNO

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Better conflicts, Better outcomes, Better worldand•(b) that you believe the Grievance Mechanism is the most appropriate routefor your complaint having considered other options such as regulators orcourts.
YESNO

6. Eligibility/Scope•

Please read the section below on complaints that are excluded from theGrievance Mechanism. Please confirm that your Complaint is not within
the exclusions listed:
YESNO

What is Not Covered Under the Scheme•

Complaints against Bonsucro Members for impacts which occurred
outside their period of Bonsucro Membership•

Allegations unrelated to the sugarcane business or not involving
sugarcane-related activities•

Complaints not made in good faith•Complaints without adequate evidence or solely commercially or politicallymotivated•

Re-submission of a complaint (unless for non-compliance with a previousaward)•Complaints about the adequacy of Certification Bodies (these should beraised via other processes described on Bonsucro website:
https://www.bonsucro.com/complaints- and-grievances/)

CEDR Services Ltd

T: +44 (0)20 7536 6060

100 St. Paul’s Churchyard

W: www.cedr.com/commercial/mediationschemes/bonsucro

LondonE: adr@cedr.com

EC4M 8BU
Registered in England no. 2422813

Registered Charity no. 1060369© CEDR 2020

Better conflicts, Better outcomes, Better world•

Breaches of the Code of Conduct relating to non-payment of Bonsucro
membership fees•Complaints against Bonsucro itself (such complaints can be submitted via
other processes described on Bonsucro website:
https://www.bonsucro.com/complaints-and- grievances/.

CEDR Services Ltd

T: +44 (0)20 7536 6060

100 St. Paul’s Churchyard

W: www.cedr.com/commercial/mediationschemes/bonsucroLondon

E: adr@cedr.com

EC4M 8BU
Registered in England no. 2422813

Registered Charity no. 1060369© CEDR 2020