Complaining to a Bonsucro Licensed Certification Body

< Complaints and Grievances

You can contact the certification body directly with your allegation/complaint about a sugarcane mill, farmer, processor, buyer. Each certification body has developed its own procedures: click below on the list below for more information. To check which certification body to contact, consult the certificate holders list, here.


    • FoodChain ID

      For complaints, allegations and appeals, contact:

       

      Summary or FoodChain ID’s Procedure for Treatment of Complaints/Allegations and Appeals (PRO 007):

      FoodChain ID has mechanisms for handling complaints and appeals related to certification services, either from third parties against the certified customer or from the latter against FoodChain ID. Mechanisms are also foreseen in case of allegations made by persons or organisations against the holder of a certificate or candidate for certification. Such procedures are described in normative document PRO 007.

      Upon receiving a complaint, appeal or allegation, it is formally acknowledged to the complainant / appellant / claimer, and an analysis is made to assess whether it concerns the certification activities for which FoodChain ID is responsible or with which is involved.

      For the analysis of a complaint, appeal or allegation, the data of the complainant, appellant or claimer, and details about the situation are required.

      In the event of a valid appeal, the FoodChain ID Impartiality Committee is convened to investigate it. FoodChain ID does not involve members of its staff in the process of investigating appeals.

      After the completion of the handling of a complaint, appeal or allegation, the complainant, appellant or claimer is formally communicated by email about the outcome and the completion of the complaint, appeal or allegation process.

      In the event of a complaint or appeal, in the event that the complainant or appellant does not agree with the decision, he / she will have the right to appeal at second instance, explaining the reasons that led him / her to appeal to Cgcre (Inmetro accreditation body) or the ordinary Justice.

      FoodChain ID takes any further action necessary to resolve the complaint, appeal or allegation.


    • GXQT

      For complaints, allegations and appeals, contact:

      • For someone to report actions of a certificate holder: Xiaohua Lu – luxh@gxqt.org.cn – 0086 183 788 30246
      • For clients to complain about GXQT’ service or appeal a decision made by GXQT: Jian Yang – yj@gxqt.org.cn – 0086 (0)771 3391851

      Please contact GXQT for a copy of their Procedures for Treatment of Complaints/Allegations and Appeals.


    • Lloyds Register

      For complaints, allegations and appeals, contact:

      • Marcel Marques de Brito – Email: brito@lr.org – Phone: +55 (11) 98424 2772

      Please contact Lloyds Register for a copy of their Procedures for Treatment of Complaints/Allegations and Appeals.


    • SCS Global Services

      For complaints, allegations and appeals, contact:

      SCS Global Services’ Procedures for Treatment of Complaints/Allegations and Appeals:

          • Summary: SCS Global Services investigates complaints and appeals in compliance with its Complaint and Appeal, and Dispute Procedure. In the case of complaints against the actions of an SCS client, the complainant should first attempt to resolve the issue with that client prior to requesting that SCS become involved. In the case of appeals, the appellant must lodge its appeal with SCS against any adverse decision taken by SCS within thirty (30) calendar days after notification of the decision.

       

      Full procedure in English, Spanish and other languages: https://www.scsglobalservices.com/about/your-feedback