Relevance of a grievance mechanism for efficient management in the sugar sector

In the beginning  of 2020, Bonsucro organised a global public consultation to gather new input for updating its grievance mechanism. CNV Internationaal, part of the Dutch trade union confederation CNV and a formal member of Bonsucro, actively participated and highlighted key elements that are important to workers and their organisations.

For CNV Internationaal, this is an excellent opportunity to upgrade a mechanism for giving workers guarantees when  a certified, or soon-to-be certified, company in the value chain infringes an agreed upon clause. However, an effective grievance mechanism, which also works as a dispute settlement mechanism, also contributes to efficient management in the sugar sector. When properly set up and implemented, it is a tool for labour peace that contributes to better results.

We welcome Bonsucro’s initiative to launch a public consultation. The revision will allow Bonsucro to improve a crucial tool of dispute settlement pursuant to the international standards framework. It will improve the efficiency of risks management and offer remedial measures to prejudiced parties.

Marionne Lips, CNV Internationaal’s expert in corporate social responsibility and representative on Bonsucro’s Technical Advisory Board, says, ‘With an efficient, updated grievance mechanism, Bonsucro proves its credibility to its members, to certified companies, to other certifying organisations, and to any internationally relevant bodies.’

To CNV Internationaal, accessibility is essential. The grievance mechanism should certainly be familiar to everyone involved, but we would like to see more emphasis on groups (workers and communities) that are more vulnerable because of their remote location, lower economic status, or cultural and/or linguistic situation.

These  groups do not usually have easy access to information, and sometimes they have no idea that there is such a grievance mechanism. For instance, in conversations with workers, CNV Internationaal has noted that many are not aware of Bonsucro and its certification standards, let alone that such a grievance mechanism exists.

The mechanism should also be effective in expediting the process of getting complaints to Bonsucro and then having them duly processed. While neither Bonsucro nor the mechanism can control the final resolution, they can make sure the mechanism is available and provides opportune responses to complainants. Marionne Lips says,‘The grievance mechanism should make sure that anyone whose rights are violated can receive special counselling regarding the issues concerned. The mechanism should also be a source for continuous learning, based on a permanent dialogue.

One of the challenges faced by Bonsucro in this upgrading process is to achieve a grievance mechanism that is fair for all parties, so that everyone can trust it. As far as workers are concerned, the first step is to recognise the existence of an abuse, thus allowing trust in the grievance process. Once an abuse is recognised, a second, equally crucial step is to conduct an objective, independent investigation of the facts and the right(s) which have been abused and/or violated. This will ensure remedial measures and avoid any reoffence in the future.

This issue of independence is equally important for companies’ managers. They must have trust in the process and not feel vulnerable to unfounded complaints. We are aware that conflicts usually stem from basic claims. In many cases, situations can quickly become conflictive, hence the importance of a grievance mechanism that is reliable and handled by a third party. This will  ensure the objectivity of its implementation and administration.

Transparency and shared responsibility: Fair play is the key

In a grievance mechanism, transparency is of utmost importance; it is in no way expendable. This means that all information regarding the grievance mechanism is clear and publicly available. This should include topic such as ongoing procedures, outcomes of cases investigations, risks and impacts evaluations, conclusions, follow-up on the efficiency of corrective measures, plans for remediating real and potential impacts on human rights, etc.