Purpose
A certificate is a living assurance, and the public is part of how HCC keeps it true. This policy explains how HCC receives feedback and incident reports about certified products and how it responds when a product's Halal status is called into question.
Scope
This policy covers feedback, complaints, and incident reports relating to any product, ingredient, or operation that HCC certifies, from any source — consumers, buyers, regulators, partners, or the operator itself.
How to raise feedback or an incident
Anyone can report a concern about a certified product to HCC at info@halalcc.org. Certificate status, scope, and validity can also be confirmed at any time through HCC's public verification service.
Reports are acknowledged, recorded, and triaged according to how seriously they bear on Halal conformity. We ask reporters for enough detail to investigate — the product, the certificate identifier if known, and the nature of the concern.
Assessment and investigation
HCC assesses each report objectively, gathers evidence from the operator and other sources, and refers questions of Halal permissibility to the Shariah Board where needed.
While a serious matter is under investigation, HCC may suspend the certificate as a precaution and update the public record accordingly, so that the market is not relying on a status that is in doubt.
Incident and recall response
Where investigation confirms that a certified product does not conform, HCC withdraws or suspends the certificate, updates the public record immediately, and notifies the operator and, where appropriate, affected buyers and partner authorities.
Where the non-conformity reaches product already in the market, HCC supports the operator's recall or withdrawal of the affected product, sets the conditions for any reinstatement of the certificate, and confirms that corrective action has been verified before status is restored.
Decisions on recall and market action remain the operator's legal responsibility; HCC's role is to act on the certificate's status and to support a response that protects consumers.
Learning from incidents
HCC reviews substantiated incidents to identify whether scheme criteria, audit practice, or guidance should be strengthened, so that the same failure is less likely to recur.
Implementation, review & contact
This policy is reviewed at least annually and after any significant incident. To report a concern about a certified product, or for questions about this policy, 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.