Complaints and Grievances Management System

Bonsucro’s vision is a sugarcane sector with thriving, sustainable producer communities and resilient, assured supply chains. Our mission is to ensure that responsible sugarcane production creates lasting value for the people, communities, businesses, economies and eco-systems in all cane-growing origins. Bonsucro’s strategy builds a platform to accelerate change for the largest agricultural commodity in the world – sugarcane.

Promoting workers and community voices

The platform is supported by an Assurance System which allows Bonsucro to monitor the performance of its members, certificate holders and activities and promote continuous improvement.

Raising awareness or reporting of incidents and actions going against the Bonsucro standards or Code of Conduct, providing a space for stakeholders to complain against the action or inaction of others, and managing customers’ complaints, is key to maintaining the performance of the Assurance System.

Please note – different organisations use terminology in a different way.

When an incident is reported, this claim or assertion that someone has done something illegal or wrong is considered an allegation. It needs to be investigated before a breach or non-conformity can be confirmed.

A grievance is a broad / generic term to capture the expression of dissatisfaction / concern regarding an incident / someone’s actions.

When a grievance is raised via a formal process, it is referred to as a complaint.

As an individual or an organisation, you have a range of options to reach out to Bonsucro or another organisation. This section of the website helps you navigate the options identified by Bonsucro. This is a non-exhaustive list and you might wish to engage with other organisations to report an incident or file a complaint.

Webinars – dates/recordings

English recording / presentation
Spanish recording / presentation
Portuguese recording / presentation

Note that submitting a complaint doesn’t automatically lead to remedy. Investigations and decision making might take some time, including when the information is limited, contradictory or inaccurate. Bonsucro commit to giving you options to voice your concerns and raise complaints, however we can only consider the ones that are in scope of our actions / mission.

 

Reporting / complaining about the actions of a sugarcane mill, farmer, processor, buyer and/or trader

Bonsucro has identified a list of options for you to choose from. These options vary depending on the status of the organisation you are complaining about an:

Not sure about the organisation’ status with Bonsucro?

An organisation starts its journey with Bonsucro by applying for membership. Once approved, they become a Bonsucro Member. A Bonsucro Member can then choose to apply for certification (audit by an independent Licensed Certification Body). If successful, the Bonsucro Member becomes a Certificate Holder.

Reporting / complaining about the actions of a Bonsucro Licensed Certification Body / auditor(s)

Bonsucro has identified a list of options for you to choose from. In order to help identify the most suitable options, please indicate whether you are:

Reporting / complaining about the actions of Bonsucro

Bonsucro has identified a list of options for you to choose from. In order to help identify the most suitable options, please indicate whether you are: