The FGRM is a computer-based grievance system developed by COCOBOD under the Cocoa Sector Institutional Support Project (COSISP), with support from the African Development Bank. It allows cocoa farmers, workers, landowners, and other stakeholders to lodge complaints, get/give feedback, and track resolution of their complaints in a fair, transparent, and timely manner.

The system is both web and mobile-based, with additional offline and community reporting channels for accessibility.

The cocoa sector involves many actors and complex issues such as issues related to the productive enhancement programmes, land rights, galamsey, delayed payments, other environmental concerns s, child labour and issues of gender-based violence (GBV). The FGRM ensures:

• Transparent and accountable complaint handling
• Protection of farmer and worker rights
• Compliance with AfDB environmental and social safeguards
• Improved trust and collaboration between COCOBOD, farmers, and partners

All stakeholders in the cocoa sector, including but not limited to:

• Cocoa farmers and farmer-based organizations (FBOs)
• Farm workers and landowners
• Community members in cocoa-growing areas
• Licensed Buying Companies (LBCs) and haulers
• Civil society organizations (CSOs) and NGOs
• Traditional authorities and local leaders
• COCOBOD staff at national, regional, district, and community levels

Examples include:

• Child labour and forced labour concerns
• Gender-Based Violence (GBV) and Sexual harassment (handled confidentially with specialised service providers)
• Land use and boundary disputes
• Delayed or unfair cocoa payments
• Lack of extension services or input supply issues
• Occupational health and safety concerns
• Deforestation and environmental complaints
• Corruption, malpractice, or mismanagement
• Complaints related to the Productive Enhancement Programmes (PEPs)

The FGRM provides multiple accessible channels, including:

• Mobile App and Web Portal (file, track, and update cases)
• Toll-free hotline / Call Centre (revived under COSISP)
• SMS for basic phones
• Community Extension Agents (CEAs) and COCOBOD District/Regional/National Officers
• Suggestion boxes at District and Regional Offices
• Community radio and town hall meetings for low-literacy groups

The system follows a clear digital workflow:

1. Acknowledgment – Complainant receives confirmation (via SMS, app notification, or verbally through CEAs).
2. Screening & Classification – Case is categorized
3. Assignment & Investigation – The Case is assigned to the responsible resolution team/officer or service provider.
4. Resolution & Feedback – Resolution is recorded and communicated back to complainant
5. Appeal – Complainants may escalate unresolved cases up to COCOBOD HQ or Ghana's Judicial System.

The system allows attaching photos/documents and provides status labels (Open, Resolved, Closed, Overdue).

Resolution timelines depend on case complexity:

• Simple/Normal cases, such as programme related (e.g., pruning, CODAPEC, Fertilizer distribution): 2 weeks
• Complex Cases, mostly non-programme related (Galamsey, Land disputes and GBV/SH cases): May take longer due to investigation and involvement of external service providers/Ghana Judicial System, but complainants will receive updates regularly – 1-2months or more

Yes. The FGRM guarantees confidentiality, anonymity (if preferred), and non-retaliation. Special protection is in place for sensitive cases such as GBV/SH, which are referred to appropriate service providers for safe handling.

You may escalate through COCOBOD's structured levels:

• Community – CEAs and farmer cooperatives
• District – COCOBOD District Officers
• Regional – Cocoa Health & Extension Division (CHED), Regional Office
• National – COCOBOD Head Office / E&S Team

Unresolved cases can also be escalated to independent bodies such as the Commission on Human Rights and Administrative Justice (CHRAJ) or the National Judicial System.

• CEAs and District Officers – frontline support, help farmers lodge and resolve complaints
• Regional Officers (CHED) – supervise and follow up on cases for resolution
• COCOBOD HQ E&S Team – overall management, monitoring, and reporting
• Community leaders and FBOs – mobilize awareness, and assist farmers in accessing the system

• Independent complaint handling with clear roles and responsibilities
• Digital case tracking with audit trails and reports
• GBV and sensitive issues segregated and referred to qualified service providers
• Multi-stakeholder oversight (farmers, CSOs, COCOBOD)
• Regular reporting to AfDB and stakeholders

No. All channels (hotline, app, CEAs, suggestion boxes) are free of charge.

The FGRM is not just about case resolution. Data will be used to:

• Identify common sector challenges (e.g., payment delays, land conflicts)
• Strengthening COCOBOD policies and service delivery
• Improve training and extension services
• Enhance transparency and trust in the cocoa sector

The FGRM is managed by COCOBOD's Environmental & Social (E&S) Management Team, supported by regional and district officers, Community Extension Agents, and IT staff. Independent oversight is ensured through AfDB monitoring and stakeholder engagement.

• Visit your COCOBOD District or Regional Offices
• Contact your Community Extension Agent (CEA)
• Call the toll-free hotline (number to be publicized)
• Download the COCOBOD FGRM mobile app or visit the web portal
• Listen to community radio sensitization programmes