INSTRUCTION FOR THE SUBMISSION OF COMPLANIT / APPEAL / DISPUTE AND ANY FEEDBACK
International Halal Certification has always considered complaints as an incentive to improve the quality of the service provided. This document describes how third and interested parties can file a complaint with IHC concerning its activities, submit an observation / feedback concerning an Organization which has been certified by IHC or appeal against an IHC Service decision.
Appeals are to be sent to the IHC by registered letter with return receipt.
The complaint, observation or appeal must include all the data enabling IHC activity for which a complaint is being filed to be identified, the data of the certified organization and of the certified product/service for which an observation is being made and your data so that we can contact you and keep you informed of the action being taken as a result of your complaint / appeal and/or observation.
Generally, within two weeks of receipt of the complaint, observation or appeal, you will be sent a communication either through a formal letter or formal email by the Operations Manager / Chairman of Shariah Board informing you of the action is in process to be taken against the organization in question.
On receipt of the complaint, observation or appeal, IHC Scheme will investigate the matter and, at the end of the investigation, you will be sent a communication either through a formal letter or formal email by the Operations Manager / Chairman of Shariah informing you of the outcome of the inquiry and the action taken by International Halal Certification as per the maintained procedures.
The appeal/ complaint is submitted to the members other than those involved in the certification activities related to the complaint or appeal and after the relevant investigations, and after any contacts with the appellant, gives its opinion/decision on the appeal within 60 days from the date of receipt of the appeal and communicates by registered letter with return receipt the opinion to the appellant.
The client has the right to object to involvement of particular members of the International Halal Certification (IHC)’s management in the appeals procedure if evidence can be provided that their impartiality is compromised. The appellants also have the right to present their case in person at their own expense.
The decision of the Impartiality Committee or the consent personnel involved in the appeal procedure shall be final and binding on both the client and International Halal Certification (IHC). Once the Committee has made a decision regarding an appeal, no counter claim by either party in dispute can be made to amend or change this decision
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