The Grievance Mechanism follows a three-stage process as follows:
Stage 1 – Determination of Scope
All submissions are reviewed by CEDR and assessed for completeness and scope. If a submission is rejected on these grounds the applicant will have an opportunity to perfect any issues flagged and resubmit.
For further guidance on eligibility please see our Eligibility Checklist here.
Stage 2 – Mediation (optional)
Once CEDR receive all the relevant information the Complaint will proceed to mediation. Mediation is a flexible process conducted confidentially in which a trained neutral actively assists people and/or organisations to work towards a negotiated agreement of a dispute. Both parties are in ultimate control of the decision to settle and the terms of resolution. All mediations through the Bonsucro Grievance Mechanism will take place virtually unless otherwise agreed by the parties and additional costs are funded independently.
For further information on mediation click here. For further information on online mediation click here.
Stage 3 – Adjudication (only for Complaints which do not attempt or are not settled at mediation)
Where the case does not settle at mediation, then it will proceed to adjudication. After reviewing the Required Information, the Adjudicator, a third-party neutral, will issue a report determining if there was in fact a breach. This is communicated to the Bonsucro Board and posted on the Bonsucro website. If a breach is found, then the Adjudicator may also submit recommended actions for review and approval by the Bonsucro Board. Any amendments to the recommended actions will be indicated by way of a written addendum to the Adjudicator’s Report.
Further details concerning the origin and process for designing the Bonsucro Grievance Mechanism can be found here.