Complaints and Appeals (RP-07)

During the process of approval, certification or verification if an operator disagrees with a decision, or the behaviour of a CHQC staff member, they may lay a Complaint or Appeal by writing to:

 

Center for Halal Quality Certification

Complaints and Appeals

Tomašićeva 12/2

10000 Zagreb

Republic of Croatia

or email: info@halal.hr

Phone: 003851/561-9062, Fax: 003851/461-4556

 

The complaint or appeal will be passed to our complaints and appeals staff.

To preserve independence, the CHQC staff involved in the handling, processing, review and resolution of a complaint or appeal cannot be involved in any phase of the Halal certification related to the subject complaint or appeal.

A senior representative of CHQC will be present at the committee meeting.

All complaints and appeals will be tracked and recorded, including actions undertaken to resolve them.

CHQC will be responsible for the handling process for complaints and appeals and will not subcontract the handling process to a third party.

No discriminatory actions will result from CHQC’s investigation and decision on appeals.

Throughout the review process, CHQC will maintain all levels of standard of service, impartiality, confidentiality and required administration as dictated by the company quality manual and related policies.

 

 

Process of Handling Complaints and Appeals from Clients

Upon receiving the complaint or appeal, the CHQC office will immediately advise the complainant or appellant of receipt of the complaint or appeal.

The operator will be required to complete a CHQC complaints or appeals form, before any investigation will commence

CHQC will review the complaint and confirm whether the complaint relates to inspection activities for which CHQC is responsible.

CHQC will take all necessary steps to gather and verify all necessary information to validate the complaint or appeal. All formal complaints and decision review requests will be managed impartially, confidentially and in a timely manner by CHQC. All complaint should be resolved within the 15 working days.

Once a decision has been reached, this will be communicated to the complainant or appellant. The decision reached by the complaints and appeals committee will be considered final

CHQC will ensure an appropriate action has been taken and the issue is resolved before it is designated as closed.

 

Financing

CHQC is financed directly by its Clients through fees collected during the assessment, certification and verification process.