Appeal & Complaints
DHCE takes all concerns and complaints seriously as they provide us with opportunities to improve and maintain the high standards we strive to achieve.
DHCE recognises that sometimes things go wrong and actions or decisions do not meet the expectations. Therefore, feedback will help us to resolve the issues or concerns in a procedural way enabling us to redress the situation in accordance with our quality standards, ethical and moral values and business objectives without any potential compromise
What is a complaint?
DHCE defines a complaint as ‘an expression of discontent by a person or persons receiving a service (including any decision) from the organisation that cannot be immediately resolved at point of delivery, and about which the complainant desires a follow-up action is taken and a response provided.’
What is an appeal?
DHCE defines an appeal as ‘a formal request to DHCE to reconsider its certification decision following a conclusion of certification procedure.’
Complaints & Appeals Procedure
Complaints and appeals should be made in writing and addressed to the “Managing Director” giving your full name, details of the organisation (if applicable) including phone number and email address, stating the nature of the complaint and sending any relevant documents. Complaints and Appeals must be sent by emailing appeals@halalcertification.ie
Stage 1:
Your complaint or appeal shall be dealt with by the panel of at-least two DHCE officials headed by the Managing Director and after investigation; a response will be generated for the complainant/appellant within 14 days of the receipt of such complaint/appeal.
Stage 2:
If the response from DHCE is not satisfactory or does not meet the expectations of the complainant/appellant, the matter may be lodged by the complainant/appellant within seven days of the response being received. Then the appeal/complaint shall be passed onto an independent Appeals & Complaints Committee to proceed further with the case.complainant/appellant within 14 days of the receipt of such complaint/appeal.
Who can raise a complaint?
DHCE Appeals & Complaints Procedure is available to those who use or wish to use its services (including audit, inspection and/or halal certification), and also to those involved and affected by DHCE activities.
You should share your concerns or register a complaint when you are dissatisfied with any aspect of DHCE’s services or activities.
What will happen after complaint is lodged?
DHCE will acknowledge your complaint within five working days of receipt and we will send a response in fourteen days from the date of receipt.
If an appeal is raised, the appeal will be forwarded to our independent Appeals & Complaints Committee for further processing and we will write to you to inform you once this has happened.
Wherever possible DHCE will respect your confidentiality and keep your appeal/complaint confidential as far as possible but will be sharing all the details about the complaint / appeal with our Appeals & Complaints Committee who shall advise if a formal hearing is necessary to deal with such appeal/complaint. In this instance, you shall be notified in writing; and any queries may be raised or any further documentation may also be requested from you.
The decision of our independent Appeals & Complaints Committee on any appeal/complaint shall be concluded within twenty-eight days from the date it was received by the Committee and such decision shall be final.
You should share your concerns or register a complaint when you are dissatisfied with any aspect of DHCE’s services or activities.
