1Procedure for Handling Complaints
Complaints
A complaint may come from either clients (e.g., producers, processors, handlers, etc.) or from other parties such as interested stakeholders or the general public.
Krushi Certification Private Limited investigates any complaint regarding clients’ activities in relation to the applicable standards and complaints regarding Concert’s certification operations.
Receipt of complaints
Complaints must be written and accompanied by supporting evidence; including prior involvement in the operation at issue.
Resolution of complaints
The CEO and his designate will conduct an investigation of the compliant. The investigation will be conducted in a confidential and timely manner. Complaint against the CEO is to be lodged with the Director board.
Investigation process
Complaints are dealt with in a speedy and efficient manner and the CB has defined time limits for action. Appropriate corrective and preventive action and resolution of any deficiencies found in products or services will be taken and documented. If a certified party or applicant refuses to cooperate in an investigation, Krushi Certification Private Limited may deem this sufficient cause for denial or suspension of application or certification. Krushi Certification Private Limited will maintain a record of all complaints.
Complaints regarding certified operations
Any person with knowledge of a violation of this part or knowledge that an organic product contains residues of prohibited substances or was produced with excluded methods may file a complaint with the CEO. Complaints should be in writing and signed and should provide the details known to Krushi Certification Private Limited from investigating.
The CEO and his designate will evaluate each complaint and will investigate complaints involving operations certified by Krushi Certification Private Limited. Complaints involving operations not certified by the Krushi Certification Private Limited will be referred to the NPOP program at APEDA.
Krushi Certification Private Limited may investigate certified or non-certified organic operations, upon determining that a need exists to protect public health and safety or preserve evidence that would justify an immediate investigation.
When a complaint is resolved a documented resolution has been made and forwarded to the complainant and the party concerned.
Complaints regarding/against Krushi Certification Private Limited (Staff)
Complaints against Krushi Certification Private Limited or its staff can be lodged in writing. Complaints may address incidents in which staffs have:
- Given preferential treatment to any person
- Impeded government efficiency or economy
- Lost complete independence or impartiality
- Made a department decision outside of official channels
- Otherwise adversely affected the public confidence or the integrity of Krushi Certification Private Limited and its services
- Complaints against the CEO to be lodged with the Board of Directors
2Procedure for Handling Appeal
All appeals are reviewed, heard, and decided by persons not involved with the decision being appealed.
Appeal of Certification Decisions
- Certification appeals. An applicant for certification may appeal Krushi Certification Private Limited notice of denial of certification, under the NPOP standard, and a certified operation may appeal the Krushi Certification Private Limited‘s notification of proposed suspension or revocation of certification, under the NPOP standard, to the appeal committee. Similarly, an applicant for additional certification may appeal the Krushi Certification Private Limited’s notice of denial of certification; and an operation holding an additional certification may appeal the Krushi Certification Private Limited notification of proposed suspension or revocation of the additional certification to the Appeal committee of the Krushi Certification Private Limited.
- Appeals are dealt with in a speedy and efficient manner and the CB has defined time limits for action.
- If the Appeal committee sustains a certification applicant's or certified operation's appeal of Krushi Certification Private Limited decision, the applicant will be issued organic certification, or a certified operation will continue its certification, as applicable to the operation. The act of sustaining the appeal will not be an adverse action subject to appeal by Krushi Certification Private Limited.
- Filing period. An appeal of a noncompliance decision must be filed within the time period provided in the letter of notification or within 30 days from receipt of the notification, whichever occurs later. The appeal will be considered "filed" on the date received by the QM. A decision to deny, suspends, or revoke certification will become final and non- appealable unless the decision is appealed in a timely manner.
- Records are available for the remedial action taken and records are available to prove that the action taken were effective
- All appeals must include a copy of the adverse decision and a statement of the appellant's reasons for believing that the decision was not proper or made in accordance with applicable program regulations, policies, or procedures.
- When an appeal is resolved a documented resolution has been made and forwarded to the complainant and the party concerned.
Resolution of Disputes
Appeals committee will deal with appeals. Disputes are matters of disagreement between any party and Krushi Certification Private Limited that are not related to certification decision (ex. disagreements about fees paid). Krushi Certification Private Limited handles disputes with the same procedures used for Complaints.