Appeal, Complaint and Disputes

1Appeal

Applicant, certified operations and third parties have the right to appeal or dispute a certification decision. Any applicant or certified operation may appeal:

  • A noncompliance or
  • Denial or suspension/revocation of certification when it is believed the decision was not made in accordance with the relevant organic standards and requirements, policies or procedures.
  • All appeals shall be reviewed, heard, and decided by the Appeal committee.
  • Certification decisions
  • Complaints from holders of certificates regarding the CB's program application
  • Complaints from outside persons or organizations about the CB's operation

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.

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.

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 foe 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 are handled by an independent panel, ensuring impartial review. Certification decision committee members who take the final decision on appeal must be different from the original decision-makers.

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:

  • A copy of the decision they are appealing.
  • A statement of their reasons for believing that the decision was not proper or against applied standards.

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:

  • An outline of the process for receiving, validating and investigating the appeal, and for deciding what actions are to be taken in response to it, taking into account the results of previous similar appeals.
  • Tracking and recording appeals, including actions undertaken to resolve them.
  • Ensuring that any appropriate correction and corrective action are taken.

KRUSHICERT will acknowledge receipt of the appeals and will provide the appellant with progress reports and the outcome.

2Complaints and Disputes

Complaints can be made by any person or organization and may be submitted against, but are not limited to:

  • KRUSHICERT’s operations or procedures.
  • Conduct of auditors, certification staff, or the Certification Committee.
  • Audit processes or procedures conducted by KRUSHICERT auditors.
  • Misuse of certification status, including misuse of scope or logo.
  • OFIS irregulatory notifications for EU (should be handled through OFIS portal wherever necessary)
  • Through CFIA for COR
  • Through accreditation body

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.

All complaints will be investigated promptly and fairly by a designated complaint review committee, which is trained in non-discrimination policies. The outcomes will be documented, and appropriate corrective actions will be implemented.

Complaints or disputes received from any party on all other matters will be handled by the Quality Manager. Cases involving certification requirements may be referred to one or more reviewers for additional evaluation. Those reviewers will not have been involved in earlier review or audit of the contested case.

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:

  • An outline of the process for receiving, validating, investigating the complaint, and for deciding what actions are to be taken in response to it.
  • Tracking and recording complaints, including actions undertaken in response to them.
  • Tracking and recording complaints, including actions undertaken in response to them.
  • All complaints must be resolved within 30-60 days of receipt, depending on the nature of the complaint.

All complaints will be investigated promptly and fairly by a designated complaint review committee, which is trained in non-discrimination policies. The outcomes will be documented, and appropriate corrective actions will be implemented.

All complaints will be investigated promptly and fairly by a designated complaint review committee, which is trained in non-discrimination policies. The outcomes will be documented, and appropriate corrective actions will be implemented. All kinds of complaints will be handled or reviewed by one or more persons and should be kept confidential.