Complaints & Appeals
Appeals Handling Procedure
What is an Appeal?
An “appeal” means disagreement with the decision of National Halal Accreditation Services Australia, officially expressed in writing or e-mail by the Halal certified clients.
Accordingly, any appeals other than Halal certified clients or applicants without an agreement cannot be accepted.
Appeals Handling Process
Appeals must be submitted through written texts within 45 days from the date when a reason have arisen. When National Halal Accreditation Services Australia receipts the appeal in writing or e-mail, it shall investigate and validate the subject of the appeal, and decide the acceptance of it.
The investigation shall be made by individual(s) not previously involved in the audit process and/or in the decision making of the Halal Certification related to the subject of the appeal. Only personnel with the authority to handle appeals shall be involved as individuals.
When the appeal is accepted, the appointed handler shall give notice to the appellant of it. In case when the appeal is not accepted, the handler shall give notice to the appellant of it with the reason in writing or by e-mail.
Investigation & Deliberation
After accepting the appeal, National Halal Accreditation Services Australia shall convoke the Responsiveness Committee within it. The Committee consists of members not involved in the subject of the appeal.
Members of the Appeal and Complaints are nominated and appointed by the CEO.
At the meeting of the Committee, the deliberation shall be made on the result of the investigation into the appeal and subsequent action(s) to be taken. The appellant may be invited to explain the reason(s) for the appeal at the meeting of the Committee if the appellant so wishes.
Flowchart of Appeals Handling Procedure
Incorrect use/handling of license, certificates & marks of conformity
The property rights of our logos and conformity marks are regulated within the certification programs. The application of the rights by the clients is listed in the service agreement. The application is examined annually within the audit and after audit. The deviations are treated according to the regulations of the certification program.
The basis is the Work Instruction „ Incorrect use/handling of license, certificates and marks of conformity “. The Work Instruction regulates the deceptive application of the approvals, certificates and marks, indicating, that the product is certified. The publications are included. We have regard the provisions of ISO Guide 27-1983.
Tracing of the contractual use of the certificate & Logo
Tracing of the contractual use of the NHASA’s certificate and halal logo is carried out by:
- periodic verification within the framework of the carried out
- certification and control audits,
- sporadic review of certified products offered in sales
- sporadic internet research after the use of the certificate
- Inquiries for the certification of the certificate by third parties to the certified company and to customers of the company
