The Purpose of the procedure is to ensure that requests for information, appeals, complaints, and disputes with clients or any interested party are promptly dealt with & Applicable to all services provided by AASPL within the required minimum time period.
Requests for information, Appeals, complaints and disputes brought to the notice of AASPL are promptly dealt with and remain confidential. Information about the client from sources other than the client is kept confidential. This procedure is applicable to decisions pertaining to certification including maintenance.
It is ensured that personnel including those acting in a managerial capacity are not employed to investigate any Request for information, appeal, and complaint or dispute if they have been directly involved in the activities towards the Organization or any other party involved in the appeal, complaint or dispute in question within the certification cycle.
It is ensured that submission, investigation and decision on appeals and complaints shall not result in any discriminatory actions against the appellant / complainant.
In situations where appeals or complaints cannot be resolved by Representative or the Director- Technical – AASPL, the same shall be referred to Technical Manager
A summary of Request for information, appeals / complaints received, actions taken/completed is presented in the Management Review meeting. Actions as decided in the Management Review meeting are implemented for further effectiveness.
Request for information: Any person can Request for information over telephone or through writing to AASPL by email or letter.

1. Appeals:

Appeals against the decision of the HRAA can be made only to FSSAI and the final decision on Appeals will be made by FSSAI. Investigation and decision on appeals shall not result in any discriminatory actions.

“Appeal” means “any request for review that is conveyed in writing or uploaded through the web-link,against a decision made by AASPL taking into consideration the explanation provided by the client”. This may be either during the course of audit at the client’s premises or any work pertaining to H.O.

 Appeals can be due to

• Refusal of an audit by AASPL;
• Non-acceptance of scope of certification;
• Decisions made on misuse, suspension, withdrawal, cancellation, extending and reducing the certification;
• Failure to recommend certification by AASPL;
• Notification by any third party/interested party against the grant of certification by AASPL.

2. Complaints:

• Normally complaints i.e. dissatisfaction expressed verbally or through writing or uploaded through the web-link by a person or by the Organization to AASPL – HO /Survey Station.
• However, when any Survey Station receives any complaint, it is passed on to Technical Manager. Any complaint received by AASPL, whether it pertains to AASPL functions or the certified Organization, would be treated in all seriousness and investigated. These complaints are recorded by Technical Manager (or designated person for complaints/ customer cell) and the complainant would be informed of the receipt of complaint and advised on the investigation required within a reasonable time.
• Technical Manager initiates actions for resolving & restoring conformity to Management System and for closing the complaint within three months from the date of receipt of complaint unless delayed for a specific reason. The results and actions taken/completed are informed accordingly to the concerned parties.
• For complaints received against certified Organizations, Technical Manager may decide to:
• Advice the controlling office of AASPL for a reference to the client based on which a visit /audit may be planned for ascertaining the actions taken and ensuring effectiveness of the certified management system.
• Advise verification of actions taken during forth-coming surveillance audit.
• Any such complaints referred to management are examined in fairness and reviewed by Technical manager and any other personnel as required either separately or jointly. The complainant may be asked to withdraw the complaint if found not relevant. A complaint after the date on which it has been received, is to be dealt with, within three months.
• Resolution of Complaint shall be handled in the following manner:
• An attempt is made by the team leader to resolve the issue at the audit site, which is recorded subsequently in the complaint log.
• If the complaint is not resolved, the matter is taken up to the technical Manager, who analyses and initiates correction, corrective action / preventive action.
• Technical Manager tracks and maintains a record of all complaints along with remedial actions pertaining to the certification system and keeps the complainant updated about the progress and outcome.
• Technical Manager identifies actions to prevent recurrence of the above for corrective action (and preventive action if required) commensurate with the nature and risk involved. These include measures such as:

Notification to appropriate authorities as required by regulation Restoring conformity to the certification system process Preventing recurrence.

• Evaluating and mitigating any adverse incidents (including hazards, safety & security) and their associated risks and impacts
• Ensuring satisfactory interaction with other components of the Technical Manager.
• Assessing the effectiveness of remedial/corrective actions taken.
• In case of complaints relevant to public interest, the certified organization and the complainant shall be consulted and if felt necessary information about the complaint and its resolution will be made available for public viewing.
• A formal notice of conclusion shall be provided to the complainant.