Process for Handling Complaints
In case of any complaint related to the functioning of EISPL, the following processes can be followed
Complaints about EISPL Personnel & Services
The complaint is received by mail (info@eurocert.in), or in the EISPL website (Eurocert Asia).
On receiving a complaint, the relevant details are recorded.
Based on the appraisal of the complaint details, an investigation officer (IO) is designated within 3 days.
Resources, if required to carry out are the investigation are allocated to the IO.
The investigation to establish a trail of events using following methods:
Identify the cause of the problem;
Gather all necessary information for verifying the chain of events;
Record of statements of the EISPL personnel (the subject of complaint);
Record of statements of complainants.
The IO to find out the root-cause of the complaint within minimum possible time.
No deadline is fixed for completing investigation, considering that a transparent and fair investigation may require detailed analysis of various issues.
Upon completion of investigation, IO upload submit report to the Director.
The Director have discretionary power to accept and implement recommendations in to or in partial.
Approved recommendations form the basis for course of redressal and future course of preventive actions.
Root cause accepted, correction and corrective action is recorded.
Intimate the complainant action taken (or to be taken) to resolve the grievance.
Inform the complainant, that there is provision to appeal, if not satisfied resolution of their grievance.
Complaints on Certified Clients
The Director reviews the significance of complaint and then appoints a Investigation Officer.
The method and resources allocated to the investigation is left to the discretion of Director.
The certified client which is the subject of a complaint, may be informed about the complaint and the outcome of the investigation.
Degree and type of information given to a third-party is governed by policy of the EISPL relating to confidentiality.
Identity of the complainant is not be disclosed without permission of the complainant.
Once required action has been implemented, the complaint list is updated on root cause accepted, correction and corrective action.
Intimate the complainant action taken (or to be taken) to resolve the grievance.
Inform the complainant, that there is provision to appeal, if not satisfied resolution of their grievance.
The continuity of the effectiveness of the food safety management system of the certified client in question to be verified.