Complaint procedure regarding the certification process
If you have complaints or appeals regarding the certification process or decisions made by EIT Food Assessment, you can direct them to the head of EIT Food Assessment.
Our principles for handling complaints and appeals
Procedure and responsible bodies
EIT Food Assessment ensures that all complaints and appeals are handled constructively, impartially, and promptly. All data related to the complainant/appellant and the reason for the complaint/appeal are treated confidentially. The submission, investigation, and decision on complaints/appeals will not disadvantage the complainant/appellant.
The head of EIT Food Assessment is responsible for receiving, validating, and investigating complaints and appeals, and deciding on corrective actions. These tasks can be delegated, but those involved in handling complaints and appeals must be different from those affected by them. In the case of an appeal, the arbitration board of EIT Food must be involved.
Types of receipts recognized by EIT Food Assessment
Definition of appeal
An appeal is a request from a customer (applicant, candidate, certified person) to review a decision made by EIT Food Assessment regarding their certification status.
Definition of complaint
A complaint is an expression of dissatisfaction with EIT Food Assessment’s activities or those of a certified person. It can be submitted by any individual or organization.
How we handle a complaint
- Receiving the complaint: Complaints must be submitted in writing to the head of EIT Food Assessment, who will acknowledge receipt.
- Validating and investigating: EIT Food Assessment checks if the complaint relates to its certification activities and verifies its validity based on relevant procedures and contractual requirements.
- Tracking and recording: The complainant receives progress updates and is informed of the outcome in writing. All correspondence and decisions are documented, ensuring confidentiality.
- Informing relevant parties: If the complaint is valid and concerns a certified person or someone involved in the certification process, EIT Food Assessment will inform the relevant party within a reasonable timeframe.
- Decision on the complaint: The decision is made by personnel not involved in the subject of the complaint and is communicated formally to the complainant. If the complaint is justified, appropriate corrective actions are taken. If unresolved, the arbitration board of EIT Food is involved.
How we assess an appeal
- Receiving appeals: Appeals must be submitted in writing to the head of EIT Food Assessment, who will acknowledge receipt.
- Validating and investigating: The head of EIT Food Assessment assigns qualified personnel not involved in the certification process to review the appeal. The appellant is informed of the outcome in writing.
- Arbitration board involvement: If the appellant disagrees with the outcome, the arbitration board of EIT Food is convened. The appellant is informed about the involvement of the arbitration board and the sharing of personal data.
- Implementing corrective actions: EIT Food Assessment implements corrective actions to resolve the appeal and documents all activities. The head of EIT Food Assessment ensures that preventive measures are developed to avoid similar appeals in the future.
Quality certifications for employees in the agrifood sector
The certifications by EIT Food Assessment ensure quality of work and validates the competence of employees in your organization.