All farms, packhouses, and processing facilities have internal grievance mechanisms in place, which are monitored through SIZA’s third-party audit process; if concerns remain unresolved and relate to violations of the SIZA Code of Conduct or standard requirements, they may be escalated to the SIZA Voice for All programme, while issues falling outside SIZA’s mandate will be referred to the appropriate parties or escalated to appellando for further investigation through their established structures. Naturally, reporting grievances is the person(s) or company’s personal choice.
During this phase, SIZA received grievances through various channels integrated into the programme, including a toll-free line, WhatsApp number, social media messages, and direct telephone or email communication with the SIZA office; in addition, an online complaints platform ensures that all grievances—regardless of the source—are centrally logged, tracked, and monitored to support data reporting and the resolution process.
During Phase 2, if a grievance is deemed valid and not simply a request for information or assistance, it is formally investigated and assessed for urgency and severity. At this stage, SIZA’s internal grievance committee becomes actively involved in working toward a resolution. If the issue falls within SIZA’s scope, an internal mediator is appointed to manage the case using one of two resolution methods:
- internal mediation between the complainant and the responsible party or
- joint mediation involves collaboration between SIZA and relevant external stakeholders to reach a fair and timely resolution.
- If closure is possible, SIZA will provide feedback to all involved and close the grievance on the digital platform.
If a grievance remains unresolved after Phase 2, it is referred to the external and independent SIZA Integrity Resolution and Advisory Panel, which is formally notified to review the case and recommend an appropriate course of action. This panel plays a critical role in ensuring the credibility and integrity of the grievance process. It may recommend escalation to an appropriate external body or intervention, such as a social worker practice, the grievance training programme, or an industry group, or call for a formal independent investigation or an unannounced audit with proposed corrective actions.
SIZA, in collaboration with the panel, is responsible for overseeing the implementation and eventual closure of the grievance.
The panel’s broader responsibilities include the following:
- advising on appropriate remedial actions and referrals,
- contributing to the continuous improvement of the programme through annual reviews,
- offering expertise in training and mediation processes,
- ensuring the consistent interpretation and application of corrective measures and
- Facilitating knowledge sharing among partners and stakeholders to strengthen accountability and transparency across the value chain.
- Ensuring that grievances are managed with ethical and appropriate sensitivity, anonymously and with integrity to uphold human rights.
Once the panel is comfortable with the intervention’s outcome, feedback will be provided to all involved, and the grievance will be closed.
If a grievance remains unresolved after the first three phases or at the farm or business level, it may be anonymously escalated to the Independent South African Worker Voice Forum—an expert consultative body that provides national-level guidance on appropriate interventions, outcomes, and remedy solutions for complex or unresolved cases in South Africa. Both SIZA and appellando will be involved in inviting members to this forum and managing the administration and meetings.
The composition will be according to Annexure A and appellando specifications.
This grouping is managed by appellando and will be the final phase in the appellando Worker Voice initiative that cooperates with the SIZA Voice for All programme.
To Lodge A Grievance
If you would like to lodge a grievance and have it automatically recorded on our digital platform, please follow this link.
