A Statement of Independence:
We, the upper management of Halal Transaction, Inc. dba Halal Transactions of Omaha (HTO), do hereby declare our intent and mission to maintain our organization’s independence from outside groups, individuals, and other outside influences which may pose risks to the impartiality of our organization’s work and judgment. We will strive and dedicate ourselves to continually assess potential risks regarding these issues and making sure mechanisms and procedures are in place to maintain our neutrality, impartiality, and independence.
Complaints and Appeal Procedure:
This procedure aims to describe the steps adopted by the HTO for Complaints and Appeals Handling. All HTO clients have the right to appeal against any Certification Decision or request a review of any Evaluation Decision made by HTO.
This Procedure outlines the principles and responsibilities with regards to appeals and review requests.
The procedure applies to all parties that are involved in the appeals and review request procedure, including the concerned HTO client and HTO concerned staff members.
request by the provider of the object of conformity assessment to the conformity assessment body or accreditation body for reconsideration by that body of a decision it has made relating to that object.
expression of dissatisfaction, other than appeal, by any person or organization to a conformity assessment body or accreditation body relating to the activities of that body, where a response is expected .
Roles and Responsibilities
Ensurse the effective implementation and communication to all interested parties.
HTO's Certification Manager:
Responsible for developing and maintaining this procedure.
Ensures that the controlled documents conform to the format and content as outlined in this procedure.
Acceptance of appeal and notice of it
Appeals must be submitted through written means within 45 days from the date when a reason for appeal has arisen. Upon receipt of the written appeal, HTO shall investigate the subject of the appeal and decide the acceptance of it. The investigation shall be made confidentially by individual(s) not previously involved in the audit and/or in the decision of the certification related to the subject of the appeal. Where the appeal is accepted, HTO shall give notice to the appellant of it. In cases where the appeal is not accepted, HTO shall give notice to the appellant of it with the reason in writing.
Investigation and deliberation
After accepting an appeal, HTO shall convoke the Management System Appeal Committee. The Committee consists of members not involved in the subject of the appeal. At the meeting(s) 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.
Communication of deliberation result
The result of the deliberation of the Committee (the decision of the Committee) shall be communicated to the appellant. Where the appellant agrees with the result of the deliberation, HTO shall give notice to the appellant of the end of the appeals-handling process. In case where the appellant does not agree to the result, the appellant may make just one more request to HTO to re-open the deliberation at the Committee within 30 days after receipt of the result.
Complaints must be submitted through written means within 45 days from the date when a reason for complaint has arisen. HTO will not respond to anonymous complaints or complaints without clear contact information. After receipt of the complaint in writing, HTO shall confidentially investigate whether it relates to the certification activities and scope for which HTO is responsible, and decide the acceptance of it. Where the complaint is accepted, HTO shall acknowledge it to the complainant. In cases where the complaint is not accepted, HTO shall give notice to the complainant of it with the reason(s).
Investigation and preparation of actions to be taken and of draft response
After accepting the complaint, HTO shall nominate the individual(s) previously not involved in the subject of the complaint, and instruct him/her (them) to investigate and validate the subject of the complaint. In cases where the complaint is related to an organization certified by HTO, HTO shall refer the matter to the organization at an appropriate time in order to collect and verify all the necessary information. The nominated individual(s) shall investigate the matter, and decide actions to be taken by HTO and a response to the complainant. If applicable and found obligatory, a Quality Form will be filled by Quality Assurance Manager. in case of any detected departure, to evaluate the situation, analyze the cause and proposing Corrective Action/s and Preventive Action Quality Form will be handed over to the concern person/department responsible on causing the complaint.
Communication of decision
HTO shall communicate the decision on the response to the complainant. Where the complainant agrees with the decision, HTO shall give notice to the complainant of the end of the complaints-handling process.
Request of re-examination
In cases where the complainant disagrees with the decision, the complainant may request HTO to re-open the investigation of the matter within 30 days after the receipt of the decision. Such a request can only be accepted if the request is accompanied with additional information, such as new findings of the fact. After receipt of such a request, HTO shall re-open the investigation of the matter and give notice to the complainant of further decision(s) in accordance with the above mentioned complaints-handling process.
Convocation and deliberation in Appeal Committee
If the complainant disagrees with further decision(s) based on the investigation re-opened, and requests further investigation, HTO shall convoke the Management System Appeal Committee subject to the consent of the complainant. The Committee consists of the neutral outside members previously not involved in the subject of the complainant. At the Committee, deliberation shall be made on the results of the investigation/re-investigation and on actions to be taken, and response based on the decision of the Committee shall be communicated to the complainant. This is the end of the complaints-handling process.
Publication of complaints
HTO shall determine, by mutual consent between the complainant and HTO, whether and, if so to what extent, the subject of the complaint and its decision(s) shall be made public. Where the complaint is for an organization certified by HTO, such a decision shall be made also in consultation with the organization.
Correction and corrective action
HTO shall take appropriate corrections and corrective actions regarding the appeals and complaints accepted in accordance with the actions determined by HTO to be taken.