In case of any Complaint related to the functioning of EISPL following processes can be followed:
1. Processing of complaints about EISPL personnel and services
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- 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.
2. Processing of complaints on certified clients
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- 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.