Complaint and appeal procedure
Action appealed by the requesting company to assess the conformity of an object (product, service, process) to the certification body for the reconsideration of a decision taken concerning the object.
WHA has set up a complaints committee which is responsible for resolving such cases and which informs related parties accordingly. The members of this committee are separated from any phase of the Halal certification related to the complaint in question.
For the management of complaints, WHA has prepared two feedback forms: MOD PG 08 A “Letter of complaint acceptance” and MOD PG 08 R “Letter of complaint rejected”. With the first form, after the evaluation of the complaint by the Committee, the letter is sent to the complainant with the admission of the lack and the acknowledgment of his 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, always within 7 working days.
According to the procedure adopted by WHA, the preliminary investigation is expected to be completed within 30 days from the date the form was sent to the complainant for complaints on WHA’s work while 60 days for complaints about the work of certified organizations.
The results of the complaint are communicated to the complainant, to the accreditation bodies in accordance with the regulations of the latter and to the Committee for the Safeguarding of Impartiality, in compliance with confidentiality obligations.
The appellant may, if not satisfied, appeal to a commission consisting of independent and competent persons, experts in the scheme / sector in which the appellant operates, for the next 30 days. In this case the costs of the appeal will be charged to WHA if the appeal is accepted, while they will be charged to the appellant if the same is rejected.
The Impartiality Committee is periodically informed about appeals and their management.