Procedura di reclamo e ricorso
Complaint:- Expression of dissatisfaction, manifested by a person or an organization to a conformity assessment body related to the activity of that organism, where a response is expected.
Appeal:- Action addressed by the company requesting the assessment of the conformity of an object (product, service, process) to the certification body for the reconsideration of a decision taken on the object..
The certified company or the person who detects the need to file a complaint to WHA, relevant to the certification activity carried out, can do so by sending an e-mail to the address (email@example.com). The report must include a clear description of the subject of the complaint, the supporting evidence and the referrer's references. Upon receipt of the report, WHA assesses whether it is attributable to the certification activities for which it is responsible and if so, collects and verifies all the information necessary to perform the assessment.
WHA has set up a complaints committee that is responsible for resolving such cases and informing related parties accordingly. The members of this committee are separated from any phase of the Halal certification related to the complaint in question.
For handling the complaints, WHA has prepared two feedback forms: MOD PG 08 A "Letter of Acceptance of Claim" and MOD PG 08 R "Letter of complaint rejected". With the first form, after the assessment of the complaint by the Committee, the letter is sent to the complainant with the admission of the lack and the confirmation of its acceptance, within 7 working days.
Similarly, if the complaint does not have sufficient elements to accept the communication as such, the second form is sent to the complainant, again within 7 working days.
According to the procedure adopted by WHA, the investigation is expected to be completed within 30 days from the date on which the form was sent to the complainant for complaints about the work of WHA and 60 days for complaints about the work of the certified organizations.
The results of the complaint are communicated to the complainant, to the accreditation bodies as established by the regulations of the latter and to the Committee for the Safeguarding of Impartiality, in compliance with the confidentiality restrictions.
The appeals of an organization against a WHA decision regarding the granting, extension / reduction, maintenance, suspension or withdrawal of the certificate must be directed to the Directorate of WHA, which examines them on the basis of a procedure that provides a first response within 30 days and completion of a specific investigation with the communication of the final decision within 90 days of receipt of the appeal.
The appellant can, if not satisfied, appeal to the next 30 days for a commission consisting of independent and competent persons, experts in the scheme / sector in which the applicant operates. In this case the costs of the appeal will be borne by WHA if the appeal will be accepted, while they will be charged to the applicant if the same will be rejected.
The impartiality committee is regularly informed about the appeals and their management.