Complaints and appeals

1. Purpose of the instruction
IIDC is committed to resolving complaints/ appeals fairly, impartially and in a timely manner, in accordance with the requirements of ISO-IEC 17021-2011, ISO-IEC 170652013, and the Standard of  UAE 2055 -2:2016.
This procedure outlines the process to be followed in order to address a complaint or an appeal an IIDC.  
IIDC will stick to action any complaint /appeal that is brought to its attention by email or post by any interested party.  The submission of complaint/ appeal must include sufficient objective evidence to substantiate the claims of dissatisfaction. Anonymous, verbal or unsubstantiated complaints/ appeals will not normally be logged and investigated by IIDC unless there is clear evidence available to justify an investigation. 

2. Area of application and purpose of the instruction
This instruction is valid in the area of contract management / IIDC.

3. Responsibility CEO / IIDC
Halal Committee 
Terms and abbrevations Inapplicable 

4. Description

Complaints: 
The complaints may be submitted to IIDC from any third party who has concerns about the activities of an IIDC certified company (IIDC’s customer), or from a direct customer of IIDC who is unhappy with IIDC service.   
IIDC shall, in handling process of complaint, ensure the confidentiality, as it relates to the complainant and to the subject of the complaint.  
Complaints shall be submitted in the formal form as indicated by IIDC. Evidence must be provided for all of the allegations made in the complaint submission. IIDC may reject the complaint submission based on lack of evidence.  
In case of the complaint made by consumer regarding a certified Halal 
product/service, and as a result of evaluations, the complaint is found to be justified then the certificate holder (IIDC’s customer) shall be required to compensate for the damage(s) caused.  

Appeals: 
Appeals may only be made by IIDC customers. An applicant or customer may formally request IIDC to reconsider any adverse decision IIDC has made related to its desired certification status by submitting an appeal in writing to IIDC within 30 calendar days of the date of written notification of the decision in question.   

Adverse decisions may include: 
Refusal to accept an application

  • Corrective action requests
  • Reduction the scope of certification
  • Suspension or cancelation of  certification
  • Refusal to extend the scope of certification
  • Any other action that impedes the success to be certified by IIDC

The submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant.  
The appellant pays a non-refundable appeal submission fee of € 500, as well as all costs incurred while processing the appeal. This fee will not be refunded, regardless of the outcome of the appeal.  
The appellant may withdraw the appeal at any time during the process. If for any reason an appeal is withdrawn, IIDC will not accept a future appeal on the same grounds.  

Complaints and Appeals-Handling process: 
IIDC shall take the following process to receive, evaluate and make decision on complaint/appeal:  

  • Upon receipt of a complaint/appeal (in the formal form as indicated by IIDC), IIDC’s Quality Manager together with IIDC’s Managing Director initially reviews it (Initial appraisal stage) and validates whether it relates to IIDC activities that is responsible for, if so, shall address it and determines the assessment type, scope, related parties, timeframe, appoint an investigator and any other steps necessary to deal with it. The complainant/ appellant may be request more clarifications and/or additional evidence in this stage. If necessary, the Halal Committee of the IIDC will be consulted.
  • The complainant/appellant is informed about the outcome of the initial review in maximum 10 working days from receiving the complaint or appeal.
  • If a certified customer an IIDC is involved, it will be referred by IIDC’s Managing Director to the certified customer in question in maximum 2 days from the initial review.
  • The Investigation stage will result in an investigation report. The appointed investigator shall examine documents, review evidence, perform a special audit if necessary, draft questions for the complaint parties and interview, address any issues, consider further evidence, and finalize report.
  • The appointed investigator, shall send final investigation report to both IIDC Managing Director and Quality Manager, with a copy to the IIDC Committee for Safeguarding Impartiality and the Halal Commitee.
  • When the investigation of the complaint/appeal is finished and sufficient information have been collected, IIDC’s Quality Manager and Managing Director decide what actions are to be taken in response to it. If necessary, the Halal Committee of the IIDC will be consulted.
  • The complainant/ appellant is acknowledged by IIDC’s Managing Director by written notice about the outcome of the investigation, the judgment and decisions within period, that not exceed 3 months from the date of the initial review.

IIDC shall gathering and verifying all necessary information (as far as possible) to progress the complaint /appeal to a decision.    
In all cases, the IIDC’s auditors, who carried out the audits to the customer who involved in the complaint/ appeal, shall not involve or engaged in the handling process to resolve the complaint/ appeal.   
IIDC shall take any subsequent action needed to resolve the complaint/ appeal. And shall determine, together with its customer and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.  
IIDC Managing Director shall forward all the Appeal or Complaint related documents to the Halal Committee, which is responsible to revise all the taken steps and approve the actions suggested by the Managing Director, or ask for more regulation to be taken, until the appeal or complaint totally resolve. 
After deciding what actions are to be taken in response to a complaint/ appeal by the Halal Committee, IIDC shall follow up with the related parties in order to ensure that any appropriate correction and corrective action are taken. IIDC also may decide to investigate the complaint/appeal during the next audit and passes the issue to the audit team to evaluate the correction and prevention actions that has been taken in the complaint/appeal regard.   
IIDC shall record and track complaints and appeals, as well as actions undertaken to resolve them. IIDC also shall provide all complaints and appeals and its related documents to Committee for Safeguarding Impartiality in its next meeting.