APPEALS AND COMPLAINT INSTRUCTION

INSTRUCTION FOR THE CLIENT ON HOW TO SUBMIT COMPLAINTS, APPEALS AND DISPUTES AS WELL AS FEEDBACK FOR EATSAFE CERTIFICATION

This instruction and the format attached encompasses all certified clients, consumers of certified products by Eatsafe as well as any concerned part of the general public for submitting complaints, appeals and any feed backs.

  1. The feedbacks, complaints or appeals must contain all the information and evidences as well as all relevant data in order for eatsafe certification to categorize and make the appropriate filing. Personal information and data of complaint, feedback or appeal giver must be indicated. As a result, Eatsafe certification can make the contact of reply based on the presented complaints, feedbacks or appeals.
  2. Appeals and complaints should be sent with properly written and registered letter with receipt in return.
  3. The client has the right to object to involvement of particular member of Eatsafe certification in the appeals or complaint procedure if cases related with impartiality arises which can be presented with evidence. The presented evidence of compromisation in impartiality on any member of the appeals and complaint committee will be seen and if find correct the appeals and complaint procedure will be seen with other members of the committee.
  4. The decision of the appeals and complaints committee shall be final and binding on both the client and eatsafe certification.
  5. A complaint by customer regarding any certified halal product or service or processes is evaluated by Eatsafe certification which is a body responsible for making the required investigation. Consequently, if the presented complaint is found to be real and correct, the certificate holder will be required to compensate for the damages caused based on the contract signed

Steps for making the complaints, appeals or other feedbacks

  1. If the complaint is on any Eatsafe certification staff regarding his/her conducts, the complaint will be presented to Eatsafe certification director or Human resource manager in writing.
  2. If the complaint is on Eatsafe certification director, the complaint will be presented for the board of directors of Eatsafe certification particularly for the chairman of the board of directors in writing
  3. Separate appeals or complaints format is available at Eatsafe certification office in hard copy. As a result, any one with appeals or complaints can use the format