Suggestions and complaints

Sustainability involves strategies and other attitudes that are ecologically correct, economically viable, socially just and culturally diverse.
As we are constantly evolving, we rely on the help and support of all interested parties, both for improvements and for possible complaints regarding our processes, products, services, customers and suppliers.

We have therefore provided a form where the applicant can offer:
1) SUGGESTIONS – related to the improvement and development of the protocols – GUAXUPÉ PLANET SUSTAINABLE COFFEE, RAINFOREST ALLIANCE, C.A.F.E PRACTICES and other practices on the farm.
We guarantee that all suggestions and feedback related to stakeholder involvement in shaping the sustainability criteria of the Guaxupé Planet Sustainable Coffee program will be taken into account in future updates of the protocol and will be formally responded to at least once a year.
The Program Development Committee is solely responsible for deciding whether or not to adhere to the suggestions or feedback.

2) COMPLAINTS – a space where people and companies who feel negatively impacted in some way can report their grievances.

Examples:

– Audit results;

– Evaluation processes;

– Misuse of the brands GUAXUPÉ PLANET SUSTAINABLE COFFEE, RAINFOREST ALLIANCE, C.A.F.E PRACTICES;

– Sustainability indicators;

– Traceability;

– Non-conformities;

– Cancellation or suspension of certificate;

– Incorrect declarations of products with the GUAXUPÉ PLANET SUSTAINABLE COFFEE, RAINFOREST ALLIANCE, C.A.F.E PRACTICES label.

– Improper practices on the farm.

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Make a report

Make a complaint
YOUR COMMITMENT:
The veracity of the information shared is the responsibility of the person who reported it.

OUR COMMITMENT:
The reports registered here will be received by the Complaints Committee, analyzed, responded to and dealt with according to the seriousness of the situation. Our response time is up to 3 months. However, if it involves risks to human rights or the environment, we adopt a specific procedure. Initially, we will get back to you within 3 working days. We will then take the appropriate action to respond to the complaint. If you wish, we guarantee your anonymity. However, if you wish, you can reveal your identity.