WEBVTT

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<i></i>

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Welcome <00:00:07.580>to <00:00:07.690>the <00:00:07.810>Rainforest <00:00:08.360>Alliance <00:00:08.750>E-course <00:00:09.170>module

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on <00:00:09.780>the <00:00:09.900>‘Grievance <00:00:10.350>Procedure’ <00:00:11.250>part <00:00:11.840>of <00:00:12.050>the <00:00:12.120>Certification

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and <00:00:13.090>Auditing <00:00:13.450>Rules.

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In <00:00:14.590>this <00:00:14.750>video <00:00:15.440>Certificate <00:00:15.990>Holders <00:00:16.500>will <00:00:16.610>learn <00:00:16.930>about <00:00:17.230>agreements,

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rights <00:00:18.570>and <00:00:18.800>eligibilities <00:00:19.630>whilst <00:00:20.040>entering <00:00:20.500>a <00:00:20.590>Grievance <00:00:20.980>Procedure

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In <00:00:22.200>addition <00:00:22.920>to <00:00:23.060>understanding <00:00:23.630>the <00:00:23.720>process <00:00:24.080>itself <00:00:24.580>and

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the <00:00:24.840>rights <00:00:25.160>other <00:00:25.360>parties <00:00:25.760>that <00:00:25.910>are <00:00:26.050>involved <00:00:26.480>hold.

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This <00:00:28.160>module <00:00:28.630>is <00:00:28.840>applicable <00:00:29.290>to <00:00:29.410>both <00:00:29.640>Farm <00:00:30.020>and <00:00:30.170>Supply-Chain

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scopes <00:00:31.040>Certificate <00:00:31.640>Holders.

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However, <00:00:33.330>it <00:00:33.490>is <00:00:33.640>also <00:00:33.970>highly <00:00:34.300>relevant <00:00:34.720>for <00:00:34.880>Certification <00:00:35.590>Bodies

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who <00:00:36.040>wish <00:00:36.290>to <00:00:36.400>understand <00:00:36.830>more <00:00:37.110>on <00:00:37.230>the <00:00:37.390>topic <00:00:37.780>and <00:00:37.930>the <00:00:38.010>role <00:00:38.240>they’re

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expected <00:00:38.940>to <00:00:39.080>uphold <00:00:39.510>throughout <00:00:39.950>the <00:00:40.060>grievance <00:00:40.520>procedure.

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As <00:00:42.100>we <00:00:42.210>mentioned <00:00:42.540>before <00:00:43.390>this <00:00:43.650>module <00:00:44.030>outlines <00:00:44.510>the

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Grievance <00:00:45.060>Procedure <00:00:45.520>set <00:00:45.820>in <00:00:45.980>stone <00:00:46.360>by <00:00:46.510>the <00:00:46.650>Rainforest <00:00:47.290>Alliance.

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Some <00:00:48.510>of <00:00:48.660>you <00:00:48.760>may <00:00:48.900>be <00:00:49.040>wondering

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what <00:00:49.920>exactly <00:00:50.330>is <00:00:50.640>a <00:00:50.750>Grievance <00:00:51.150>Procedure?

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This <00:00:52.880>is <00:00:53.050>the <00:00:53.160>official <00:00:53.550>process <00:00:54.000>for <00:00:54.170>dealing <00:00:54.530>with <00:00:54.680>complaints

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or <00:00:55.430>concerns <00:00:56.360>raised <00:00:56.770>by <00:00:56.900>a <00:00:56.970>Certificate <00:00:57.470>Holder <00:00:57.920>against <00:00:58.300>either,

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the <00:00:59.230>Certification <00:00:59.540>Body, <00:00:59.940>or <00:01:00.630>the <00:01:00.790>Rainforest <00:01:01.290>Alliance

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or <00:01:02.480>about <00:01:02.790>its <00:01:02.950>rules <00:01:03.220>and <00:01:03.380>policies.

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The <00:01:04.960>grievance <00:01:05.440>must <00:01:05.690>be <00:01:05.890>about <00:01:06.140>compliance <00:01:06.730>with <00:01:06.860>the <00:01:06.970>Rainforest

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Alliance <00:01:07.790>standards, <00:01:08.450>rules, <00:01:09.020>policies, <00:01:09.570>and <00:01:09.710>procedures.

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It <00:01:11.120>cannot <00:01:11.460>be <00:01:11.890>about <00:01:12.310>contractual <00:01:12.910>obligations <00:01:13.550>between

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Certificate <00:01:14.320>Holders <00:01:14.830>and <00:01:15.230>Certification <00:01:15.720>Bodies <00:01:16.420>that <00:01:16.630>go <00:01:16.790>beyond

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policies <00:01:17.710>and <00:01:17.820>procedures <00:01:18.370>of <00:01:18.530>the <00:01:18.600>Rainforest <00:01:19.140>Alliance.

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Also, <00:01:20.920>claims <00:01:21.330>for <00:01:21.480>direct <00:01:21.880>financial <00:01:22.350>compensation <00:01:23.110>from

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the <00:01:23.380>Rainforest <00:01:23.890>Alliance <00:01:24.470>are <00:01:24.590>not <00:01:24.850>accepted.

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Good!

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Now <00:01:27.820>that <00:01:27.950>we <00:01:28.060>know <00:01:28.220>what <00:01:28.370>we’re <00:01:28.480>talking <00:01:28.800>about <00:01:29.080>and <00:01:29.230>what <00:01:29.370>is

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applicable <00:01:30.050>and <00:01:30.200>what <00:01:30.310>is <00:01:30.420>not <00:01:30.960>we <00:01:31.110>can <00:01:31.270>get <00:01:31.430>back <00:01:31.610>to <00:01:31.730>business!!

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The <00:01:33.680>Grievance <00:01:34.080>Procedure <00:01:34.570>may <00:01:34.780>arise <00:01:35.150>at <00:01:35.270>any <00:01:35.480>time <00:01:35.840>Certificate <00:01:36.380>Holders

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come <00:01:37.040>to <00:01:37.190>realize <00:01:37.690>or <00:01:37.930>feel <00:01:38.560>that <00:01:38.720>they <00:01:38.810>have <00:01:38.990>been <00:01:39.260>unfairly <00:01:39.750>treated.

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However, <00:01:41.460>just <00:01:41.820>to <00:01:41.920>note- <00:01:42.710>grievances <00:01:43.400>most <00:01:43.730>commonly <00:01:44.160>occur <00:01:44.670>after

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the <00:01:45.090>findings <00:01:45.570>of <00:01:45.730>an <00:01:45.860>audit <00:01:46.090>have <00:01:46.270>been <00:01:46.440>communicated <00:01:47.100>back <00:01:47.350>to <00:01:47.500>the

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Certificate <00:01:48.080>Holder <00:01:48.530>or <00:01:48.800>after <00:01:49.160>decisions <00:01:49.750>have <00:01:49.970>been <00:01:50.150>made <00:01:50.420>against <00:01:50.820>them.

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Now <00:01:52.740>it’s <00:01:52.950>time <00:01:53.150>to <00:01:53.240>get <00:01:53.400>started <00:01:53.780>on <00:01:53.980>outlining <00:01:54.490>important <00:01:54.890>specifications

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set <00:01:55.940>out <00:01:56.200>in <00:01:56.320>the <00:01:56.440>Rainforest <00:01:56.950>Alliance’s <00:01:57.350>Grievance <00:01:57.760>Procedure.

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First <00:01:59.230>and <00:01:59.320>foremost, <00:02:00.150>Certificate <00:02:00.650>Holders <00:02:01.120>have <00:02:01.460>every <00:02:01.830>right <00:02:02.080>to <00:02:02.210>appeal

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decisions <00:02:03.060>taken <00:02:03.430>by <00:02:03.560>the <00:02:03.700>Rainforest <00:02:04.220>Alliance <00:02:04.650>or <00:02:05.040>Certification <00:02:05.740>Bodies.

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However, <00:02:07.170>this <00:02:07.470>does <00:02:07.690>not <00:02:07.850>include <00:02:08.200>certification <00:02:08.900>decisions <00:02:09.440>for

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‘Investigation <00:02:10.370>Audits’ <00:02:10.870>carried <00:02:11.170>out <00:02:11.550>directly <00:02:12.200>by <00:02:12.360>Rainforest <00:02:12.840>Alliance.

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If <00:02:14.670>the <00:02:14.800>appeal <00:02:15.130>concerns <00:02:15.670>a <00:02:15.740>decision <00:02:16.280>taken <00:02:16.650>by <00:02:16.890>a <00:02:16.960>Certification <00:02:17.670>Body,

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the <00:02:18.420>Certificate <00:02:18.960>Holder <00:02:19.480>should <00:02:19.690>first <00:02:19.970>submit <00:02:20.360>a <00:02:20.460>grievance

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through <00:02:21.330>their <00:02:21.450>Grievance <00:02:21.850>Procedure.

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If <00:02:23.030>that <00:02:23.220>does <00:02:23.410>not <00:02:23.580>resolve <00:02:23.870>the <00:02:23.980>issue, <00:02:24.680>the <00:02:24.800>Certificate <00:02:25.310>Holder <00:02:25.740>should

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submit <00:02:26.380>a <00:02:26.470>grievance <00:02:27.040>through <00:02:27.240>the <00:02:27.370>Rainforest <00:02:27.960>Alliance <00:02:28.420>Grievance
Procedure.

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In <00:02:30.230>doing <00:02:30.550>this, <00:02:31.130>the <00:02:31.260>Certificate <00:02:31.730>Holder <00:02:32.100>agrees <00:02:33.230>they <00:02:33.350>will <00:02:33.520>only <00:02:33.830>take

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legal <00:02:34.510>remedies, <00:02:35.010>such <00:02:35.260>as <00:02:35.510>lawsuits, <00:02:36.470>injunctions <00:02:37.280>or <00:02:37.500>other <00:02:37.790>legal

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action <00:02:38.500>against <00:02:38.960>the <00:02:39.060>Rainforest <00:02:39.530>Alliance <00:02:40.340>after <00:02:41.160>they’ve <00:02:41.410>fully <00:02:41.720>exhausted

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administrative <00:02:43.000>remedies <00:02:43.520>whilst <00:02:43.850>following <00:02:44.300>the <00:02:44.400>Certificate <00:02:45.230>Body’s

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and <00:02:45.790>Rainforest <00:02:46.250>Alliance’s <00:02:46.690>Grievance <00:02:47.090>Procedures.

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As <00:02:48.880>you <00:02:48.980>already <00:02:49.240>know, <00:02:49.680>Certificate <00:02:50.190>Holders <00:02:50.660>acknowledge <00:02:51.320>that <00:02:51.480>their

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participation <00:02:52.380>in <00:02:52.470>the <00:02:52.980>certification <00:02:53.220>program <00:02:53.700>is <00:02:53.900>voluntary.

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For <00:02:55.140>that <00:02:55.310>reason, <00:02:56.040>each <00:02:56.270>Certificate <00:02:56.760>Holder <00:02:57.190>agrees <00:02:58.070>that <00:02:58.270>they <00:02:58.410>will <00:02:58.550>utilize

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the <00:02:59.230>Rainforest <00:02:59.840>Alliance <00:03:00.220>Grievance <00:03:00.630>Procedure <00:03:01.490>to

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their <00:03:03.570>certificate

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Or <00:03:05.170>address <00:03:05.640>any <00:03:05.910>disagreements <00:03:06.780>they <00:03:06.900>may <00:03:07.110>have <00:03:07.460>with <00:03:07.640>a <00:03:07.670>Certification <00:03:08.330>Body,

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if <00:03:09.230>it <00:03:09.330>wasn’t <00:03:09.730>already <00:03:10.130>resolved <00:03:10.650>through <00:03:10.900>the <00:03:11.180>Certification <00:03:11.920>Body’s
grievance <00:03:12.740>procedure

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It’s <00:03:14.260>important <00:03:14.630>to <00:03:14.720>state; <00:03:15.220>that <00:03:15.450>if <00:03:15.700>a <00:03:15.760>Certificate <00:03:16.250>Holder <00:03:16.630>attempts <00:03:17.080>to
undermine

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the <00:03:17.970>Rainforest <00:03:18.500>Alliance <00:03:18.970>through <00:03:19.200>litigation, <00:03:20.020>then <00:03:20.780>they <00:03:21.030>agree <00:03:21.460>that <00:03:21.660>the

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Certification <00:03:22.500>Body <00:03:22.840>or <00:03:23.180>Rainforest <00:03:23.710>Alliance’s <00:03:24.090>decision <00:03:24.560>regarding <00:03:25.100>their
certificate <00:03:25.940>shall:

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Remain <00:03:27.510>in <00:03:27.650>force <00:03:28.040>until <00:03:28.320>the <00:03:28.420>final <00:03:28.810>resolution <00:03:29.420>of <00:03:29.610>the <00:03:29.690>Grievance <00:03:30.160>Procedure.

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The <00:03:32.480>Rainforest <00:03:32.950>Alliance <00:03:33.270>can <00:03:33.440>make <00:03:33.750>a <00:03:33.820>certification <00:03:34.500>decision <00:03:34.970>with <00:03:35.250>full
discretion,

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at <00:03:36.410>any <00:03:36.660>time <00:03:36.990>during <00:03:37.220>the <00:03:37.320>Grievance <00:03:37.750>Procedure <00:03:38.280>or <00:03:38.650>litigation.

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The <00:03:40.410>Certification <00:03:41.070>Body <00:03:41.560>or <00:03:41.870>Rainforest <00:03:42.310>Alliance’s <00:03:42.800>certification <00:03:43.240>decision

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will <00:03:43.900>remain <00:03:44.250>in <00:03:44.420>place, <00:03:45.190>until <00:03:45.510>the <00:03:45.610>final <00:03:46.080>resolution <00:03:46.750>of <00:03:46.950>any <00:03:47.220>challenge <00:03:47.820>or

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until <00:03:48.820>all <00:03:48.990>available <00:03:49.460>appeals <00:03:49.920>have <00:03:50.130>been <00:03:50.390>exhausted.

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Finally, <00:03:52.900>as <00:03:53.100>you <00:03:53.210>most <00:03:53.530>likely <00:03:53.840>know <00:03:54.100>already, <00:03:54.870>any <00:03:55.190>grievance <00:03:55.660>concerning

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the <00:03:56.340>certification <00:03:56.990>program <00:03:57.690>shall <00:03:57.920>be <00:03:58.080>handled <00:03:58.550>according <00:03:59.120>to <00:03:59.200>the

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Rainforest <00:03:59.820>Alliance <00:04:00.270>Grievance <00:04:00.720>Procedure.

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The <00:04:02.270>full <00:04:02.430>details <00:04:02.820>of <00:04:02.960>this <00:04:03.090>procedure <00:04:03.580>can <00:04:03.740>be <00:04:03.870>found <00:04:04.190>on <00:04:04.300>the

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Rainforest <00:04:04.940>Alliance <00:04:05.270>website.

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So, <00:04:06.410>check <00:04:06.610>it <00:04:06.730>out <00:04:06.940>if <00:04:07.120>you <00:04:07.230>want <00:04:07.440>more <00:04:07.540>information <00:04:08.140>on <00:04:08.230>the

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steps <00:04:08.750>and <00:04:08.890>regulations <00:04:09.460>of <00:04:09.610>the <00:04:09.670>process!

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Congratulations, <00:04:13.930>now <00:04:14.170>you <00:04:14.270>have <00:04:14.440>learnt <00:04:14.720>the <00:04:14.850>necessary <00:04:15.310>specifications

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Certificate <00:04:16.640>Holders <00:04:16.990>should <00:04:17.170>be <00:04:17.310>aware <00:04:17.640>of <00:04:18.110>regarding <00:04:18.650>the <00:04:18.770>Grievance
Procedure.

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To <00:04:20.330>recap, <00:04:21.000>in <00:04:21.170>this <00:04:21.310>video <00:04:21.620>we <00:04:21.780>outlined <00:04:22.180>the <00:04:22.260>process <00:04:22.680>Certificate <00:04:23.180>Holders

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should <00:04:23.850>take <00:04:24.490>if <00:04:24.720>they <00:04:24.840>are <00:04:24.960>to <00:04:25.090>make <00:04:25.470>a <00:04:25.580>grievance <00:04:26.030>claim <00:04:26.430>or

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appeal <00:04:26.980>against <00:04:27.380>a <00:04:27.450>Certification <00:04:28.140>Body <00:04:28.510>or <00:04:28.790>the <00:04:28.930>Rainforest <00:04:29.380>Alliance.

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We <00:04:30.750>also <00:04:31.100>outlined <00:04:31.580>agreements <00:04:32.060>Certificate <00:04:32.530>Holders <00:04:33.010>take

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when <00:04:33.490>entering <00:04:33.990>the <00:04:34.110>Grievance <00:04:34.480>Procedure.

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Additionally, <00:04:36.900>to <00:04:37.050>give <00:04:37.220>a <00:04:37.300>better <00:04:37.530>understanding <00:04:38.050>of <00:04:38.140>the <00:04:38.230>process,

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the <00:04:39.200>rights <00:04:39.600>that <00:04:39.730>different <00:04:40.130>parties <00:04:40.550>reserve <00:04:41.030>during <00:04:41.250>the <00:04:41.340>procedure <00:04:41.890>were

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outlined <00:04:42.560>to <00:04:42.680>give <00:04:42.930>awareness <00:04:43.480>of <00:04:43.690>the <00:04:43.820>eligible <00:04:44.220>decisions <00:04:44.770>that <00:04:44.910>can <00:04:45.080>be
taken.

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For <00:04:46.700>more <00:04:46.860>information <00:04:47.510>or <00:04:47.650>to <00:04:47.750>revise <00:04:48.040>the <00:04:48.160>topic, <00:04:48.590>refer <00:04:48.930>to <00:04:49.090>chapter

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‘1.12 <00:04:50.490>Grievance <00:04:50.920>Procedure’ <00:04:51.800>of <00:04:52.010>the <00:04:52.090>Certification <00:04:52.860>and <00:04:53.020>Auditing <00:04:53.410>Rules
document

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or <00:04:54.790>refer <00:04:55.090>to <00:04:55.190>the <00:04:55.290>Rainforest <00:04:55.820>Alliance <00:04:56.190>Grievance <00:04:56.560>Procedure <00:04:57.150>document <00:04:57.740>on
our <00:04:58.010>website.

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In <00:04:59.400>case <00:04:59.610>of <00:04:59.770>any <00:04:59.990>further <00:05:00.260>questions <00:05:00.700>on <00:05:00.790>this <00:05:00.950>chapter,

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please <00:05:01.650>contact <00:05:02.020>us <00:05:02.260>at <00:05:03.590>cbcert@ra.org

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Thank <00:05:05.340>you <00:05:05.430>for <00:05:05.580>watching <00:05:06.280>and <00:05:06.310>see <00:05:06.460>you <00:05:06.560>next <00:05:06.940>time!