Complaints and Appeals Procedure

This Standard Operating Procedure (SOP) establishes the steps for handling complaints received concerning certification activities, appeals against certification decisions, and requests for review of evaluation decisions made by ORIASC-HCB (Oromiya Region Islamic Affairs Supreme Council — Department of Halal Certification Body).

The procedure applies to all parties involved, including customers (applicants and certified organizations), the Quality Unit, Halal Department staff, and the Appeals and Review Committee, so that each case is handled consistently, confidentially, and in line with impartiality requirements.

Where this SOP references forms, registers, or time limits, the latest approved versions published by ORIASC-HCB shall apply.

The Managing Director and Quality Assurance Manager are responsible for the setting, implementation, and communication of this document across ORIASC-HCB, including ensuring that staff and committee members are aware of their roles in complaints, appeals, and review processes.

Complaint

Expression of dissatisfaction, other than an appeal or request for review, submitted to ORIASC-HCB by any person or organization relating to the activities of ORIASC-HCB or a certified client, where a response is expected.

Certification Decision

A decision to grant, deny, maintain, renew, suspend, reduce the scope of, or withdraw certification.

Evaluation Decision

A decision relating to the identification of non-conformities, verification of corrective actions, or similar outcomes of audit or evaluation activities.

Appeal

A request by an applicant or certified client for reconsideration of a Certification Decision.

Requests for Review

A request for reconsideration of an Evaluation Decision.

Appeal / Review Committee

The internal quality-control body constituted to impartially supervise and decide on appeals and requests for review, as described in the full procedure.

Document reference: Oromiya Region Islamic Affairs Supreme Council — Department of Halal Certification Body (ORIASC-HCB). Doc No.: ORIASC-HCB, 49 · Issue Date: June/2021 · Page No.: 1 of 12