Complaints and Appeals Process
i. NZIDT takes complaints and appeals seriously and has a Complaints and Appeals process.
ii. To preserve independence, the NZIDT staff involved in the handling, processing, review and resolution of a complaint or appeal must not have been involved in any phase of the Halal certification related to the subject complaint or appeal.
iii. Customers wishing to lodge a complaint or appeal will be asked to complete a form describing the nature of the complaint or appeal.
iv. All complaints and appeals will be actioned in a timely manner.
v. All complaints and appeals will be tracked and recorded, including actions undertaken to resolve them.
vi. NZIDT will be responsible for the handling process for complaints and appeals and will not subcontract the handling process to a third party.
vii. No discriminatory actions will result from NZIDT’s investigation and decision on complaints or appeals.
viii. Throughout the review process, NZIDT will maintain standards of service, impartiality, and confidentiality.
ix. NZIDT will take all necessary steps to gather and verify information to validate the complaint or appeal.
x. Once a decision has been reached, this will be communicated to the complainant or appellant.