Client Rights & Responsibilities Policy

Purpose

Certification works best when both sides understand their obligations. This policy sets out the rights of HCC clients and applicants, the responsibilities that come with certification, and how to challenge a decision.

Scope

This policy applies to every applicant for, and holder of, an HCC certificate, across all schemes, from first enquiry through certification, maintenance, and any suspension or withdrawal.

Your rights as a client

You are entitled to a clear scope and a fair, evidence-based assessment carried out by competent personnel. You will be told what is required before assessment and given the reasons for any decision that affects your certificate.

You are entitled to impartial treatment, to confidentiality of your commercial information as set out in the Confidentiality Policy, and to a refund of the certification fee where HCC determines after assessment that the requested scope cannot be certified.

You have the right to appeal a certification decision and to lodge a complaint, with the assurance that doing so will not prejudice your standing with HCC.

Your responsibilities

You must provide complete and accurate information about ingredients, suppliers, and processes, and keep your certified product and operation consistent with the approved scope.

You must notify HCC in advance of any material change that could affect conformity, cooperate with scheduled and unannounced verification, and use the HCC mark and certificate only within the granted scope.

You must not present a certificate in a way that misleads as to its scope, status, or the recognition it carries.

Appeals and complaints

If you disagree with a certification decision, you may appeal in writing. Appeals are reviewed by personnel who were not responsible for the original decision, and the outcome and its reasons are communicated to you.

Complaints about HCC's service or conduct are recorded, investigated impartially, and answered. Complaints that bear on the integrity of a certificate are escalated under the relevant assurance and recall policies.

Suspension and withdrawal

HCC may suspend or withdraw a certificate where conformity can no longer be assured, where access for verification is refused, or where the certificate is misused. You will be informed of the grounds and, where appropriate, given the opportunity to correct the issue.

On suspension or withdrawal, the public record is updated and you must stop using the affected certificate and mark.

Implementation, review & contact

This policy is reviewed at least annually. To start an appeal or complaint, or for questions about this policy, contact HCC at info@halalcc.org.