Applicant, certified operations and third parties have the right to appeal or dispute a certification decision. Any applicant or certified operation may appeal:
The appeal must be received by Krushi Certification Private Limited office within 30 days of the date of the certification decision. All written communication involved in the appeal is sent to the appellant’s address of record on file with Krushi Certification Private Limited.
Upon receipt of an appeal, Krushicert conducts a verification to determine whether the matter relates to its certification activities and falls within the scope of its certification schemes.
Krushicert should consider appeals against its decisions and maintain the record of all appeals.
Krushicert always communicate the next steps to the certificate holder in case the holder is not satisfied with the CB appeal process. That is inform them that they can submit a complaint against Krushicert or escalate the matter to its accreditation body (IOAS) or regulatory body (EU commission for EU, CFIA for COR).
In case of a negative decision, or cancellation of certificate, applicant or operator is informed of their right to appeal via email, along with the letter of decision.
Appeals shall be handled by the Quality Manager. Cases involving certification requirements may be referred to one or more reviewers for additional evaluation. QM may also delegate the appeal to a reviewer/ inspector/CM or similar competent person, if QM has any COI with the complainant. In such cases the reviewer/ inspector appointed for handling the appeal shall also be free from any COI from the client and must not have been involved in the inspection/ certification activities within last 1 year for the same. Those reviewers will not have been involved in earlier review or audit of the contested case.
KRUSHICERT will ensure that the persons engaged in the appeals handling process are different from those who carried out the audits, secondary review and made the certification decisions.
All appeals must be resolved within 60 days of receipt.
The operator must include the following information in their appeal:
Submission, investigation and decision on appeals will not result in any discriminatory actions against the appellant.
The appeals handling process includes the following elements and methods:
KRUSHICERT will acknowledge receipt of the appeals and will provide the appellant with progress reports and the outcome.
Complaints can be made by any person or organization and may be submitted against, but are not limited to:
The complaints or disputes can be received on our website, on our e-mail, by post, by hand or by any other possible means of communication and it can be done by any person, including our client, any stake holders, a person other than clients, client’s customers or any other person related the scope of certification.
Complaints or disputes received from any party on any matters can be received from any person in the KrushiCert and shall be transferred to and handled by the Quality Manager. Cases involving certification requirements may be referred to one or more reviewers for additional evaluation. QM may also delegate the appeal to a reviewers/ inspector/CM or similar competent person, if QM has any COI with the complainant. In such cases the reviewer/ inspector appointed for handling the complaint shall also be free from any COI from the client, and must not have been involved in the inspection/ certification activities within last 1 year for the same. Those reviewers will not have been involved in earlier review or audit of the contested case.
QM is abide to the non-discrimination policies. The outcomes will be documented, and appropriate corrective actions will be implemented.
When a complaint is received, it is acknowledged through sending an email respond to the complainant. Krushicert conducts a verification to determine whether the matter relates to its certification activities and falls within the scope of its certification schemes. A record will be kept of all complaints, appeals or disputes and remedial actions relative to certification. The record will include the date the case was received, a description of the investigation, and the resolution of the case including the action taken and its effectiveness.
The complaints handling process includes the following steps:
All complaints will be investigated promptly and fairly by the QM or a designated person by the QM, which is trained in non-discrimination policies and understands the appeal and committee processes. The outcomes will be documented, and appropriate corrective actions will be implemented.