| Complaints & Appeals Procedure |
| Customer/Client Responsibility |
| A complaint or appeal submission must be documented and submitted to us via our contact us form or sent via email to info@halal-certification.ru. The information required to act on the complaint/appeal must include; |
| -A clear description of the nature of the claim, justification of the claim and supporting evidence of the issue(s) |
| -Grounds for the complaint/appeal should be reasonable. Complaints/appeals lacking clear justification and supporting evidence will unfounded and will not be processed. After the Complaint of appeal is submitted |
| All complaints/appeals will be handled professionally, impartially and transparently. Person(s) handling and resolving a complaint/appeal will never be directly involved in the certification activities related to the complaint/appeal. ICC HALAL acknowledges the receipt of the complaint/appeal with initial confirmation of its relevance within 5 working days and will inform you of the next steps. |
| Evaluation, information and decision of complaints/appeals |
| The evaluation, gathering of information and decisions of complaints/appeals will be handled as per the documented Corrective action process in our ISO9001 quality system. |
| Communication of the outcome of complaints/appeals |
| Findings and conclusions of the evaluation are communicated to complainants/appellants within 15 working days after acknowledgement. |
