Purpose
This policy gives applicants, certified clients, consumers, and other stakeholders clear and fair ways to challenge a certification decision, raise a concern about HCC's service or conduct, or resolve a disagreement. It ensures these are handled impartially and that no one is disadvantaged for using them.
Scope
This policy covers appeals against certification decisions, complaints about HCC's service or conduct, and disputes between HCC and any party arising from its certification activities. It is distinct from, and works alongside, the Client Rights & Responsibilities Policy.
Commitment to fairness & transparency
HCC handles every appeal, complaint, and dispute impartially, against the applicable Shariah and Halal standards, and by personnel who were not responsible for the matter being challenged. Decisions and their reasons are communicated to the party who raised them.
Appeals
An applicant or certified client may appeal a certification decision — including a refusal, a suspension, a withdrawal, or a scope decision — by submitting the appeal in writing with the grounds and any supporting evidence. The appeal is reviewed independently of the original decision, and the outcome is communicated with reasons. Where the matter turns on Halal permissibility, it is referred to the Shariah Board.
Complaints
Anyone may complain about HCC's service or conduct, or about a certified product, by contacting HCC. Complaints are acknowledged, recorded, investigated impartially, and answered. A complaint that bears on the integrity of a certificate is escalated under the Consumer Feedback, Incident & Product Recall Response Policy.
Dispute resolution
Where a disagreement cannot be settled through the appeal or complaint routes, HCC seeks resolution through good-faith dialogue and, where appropriate, independent expert mediation. HCC's aim is a fair outcome consistent with its standards and obligations.
Confidentiality & non-retaliation
Appeals, complaints, and disputes are handled confidentially, in line with the Confidentiality, Data Protection & Privacy Policy. No applicant, client, consumer, or employee is penalised or disadvantaged for raising a concern in good faith.
Timeframes & records
HCC acknowledges submissions promptly and works to defined timeframes for investigation and response, keeping the party informed of progress. A record of each appeal, complaint, and dispute, and its outcome, is retained under the Record Retention & Documentation Control Policy.
Continuous improvement
HCC reviews appeals and complaints for patterns that point to improvements in its criteria, procedures, or service, so that the same issues are less likely to recur. This policy is reviewed at least annually. To raise an appeal, complaint, or dispute, contact HCC at info@halalcc.org.
Questions about this policy?
Our team can clarify any point or direct your question to the right people at HCC.