Effective Date: October 11, 2026
Company Name: Uganda Coffee Suppliers
Website: https://www.ugandacoffeesuppliers.com
1. Introduction
At Uganda Coffee Suppliers, we are committed to upholding the highest standards of quality, statutory compliance, and professional integrity in every green coffee export contract. We recognize that transparent, structured communication is essential for maintaining strong, long-term business partnerships with international roasters, brokers, and importers.
This Complaints, Claims, and Dispute Resolution Policy outlines the formal procedures for reporting quality discrepancies, weight deficits, shipping delays, or commercial grievances, and establishes our fair framework for resolving disputes.
2. Scope of Application
This policy applies to all business-to-business (B2B) transactions, sample evaluations, commercial contracts, and container shipments managed by Uganda Coffee Suppliers under agreed Incoterms (such as FOB Mombasa or CIF European ports) and international trade rules.
3. Categories of Claims and Reporting Timelines
To ensure prompt investigation and adherence to international commodity trade customs, claims must be formally submitted within the designated timeframes below:
- A. Quality & Specification Claims: If a delivered green coffee consignment fails to conform materially to the agreed contract specifications or approved Pre-Shipment Sample (PSS)—such as excessive moisture levels, screen size mismatch, or off-cup profiles—written notice must be submitted within 14 calendar days of container arrival at the destination port.
- B. Weight & Bag Count Deficits: Any claim regarding missing jute bags, torn packaging, or net weight shortages must be documented jointly with the port authority or container freight station upon discharge and reported within 7 calendar days of delivery.
- C. Documentation or Administrative Errors: Discrepancies regarding UCDA certificates, ICO certificates of origin, phytosanitary paperwork, or commercial invoices must be flagged within 5 business days of document receipt.
4. Required Evidence & Documentation
To validate any quality or weight claim, the buyer must provide verifiable documentation to our claims management team, which may include:
- Official inspection reports issued by a recognized independent international surveyor (e.g., SGS, Cotecna).
- Detailed cupping sheets and physical grading analyses certified by a licensed Q-Grader (for specialty or quality disputes).
- Photographic and video evidence of container sealing, open-door condition, bag markings, and any moisture or transit damage before unloading.
- Representative counter-samples drawn jointly or preserved in accordance with standard arbitration protocols.
5. Dispute Resolution Stages & Workflow
We follow a progressive, tiered approach to resolve all commercial grievances fairly and amicably:
Stage 1: Direct Amicable Negotiation
Upon receiving a formal written complaint with supporting evidence, our export management team will acknowledge receipt within 48 hours. We will initiate an internal review with our quality control lab, dry milling facility, and logistics partners in Kampala and Mombasa to investigate the root cause. We aim to propose a commercial resolution within 10 business days.
Stage 2: Mediation & Technical Review
If direct negotiations do not yield a mutually acceptable outcome, both parties may agree to appoint a neutral, mutually recognized coffee expert or independent arbiter (such as a representative from the Uganda Coffee Development Authority quality department or an independent green coffee trade association) to review the lot samples and evidence.
Stage 3: Binding Arbitration
In the rare event that a dispute cannot be resolved through amicable negotiation or mediation, the matter shall be submitted to binding arbitration in accordance with international trade arbitration rules. The arbitration proceedings shall take place in Kampala, Uganda, and be governed under the laws of the Republic of Uganda, with English as the official language of the proceedings.
6. Agreed Remedies & Compensation
Depending on the verified validity and nature of the claim, remedies may include:
- Replacement Consignment: Dispatching replacement green coffee lots under agreed contract terms.
- Credit Notes / Price Adjustments: Issuing a partial credit note or financial adjustment against open or future container orders.
- Insurance Subrogation: For transit-related damage or loss covered under CIF marine insurance policies, we will assist the buyer in filing and expediting claims directly with the underwriters.
7. Contact Information for Claims
To file a formal notice of claim or discuss a service grievance, please contact our compliance and export dispute team directly:
- Company: Uganda Coffee Suppliers
- Website: https://www.ugandacoffeesuppliers.com/
- Email: [Insert Claims / Support Email Address]
- Phone / WhatsApp: [Insert Business Phone Number]
- Office Location: Kampala, Uganda