The complaints management process of Mastercert is based on the
following principles:
Objective, impartial and non-discriminatory investigation of complaint/appeal
Timeliness in the management of the process
Verification of actions taken
Mastercert maintains a system for receiving complaints, appeals, claims and disputes. The client
needs to provide the following information.
Client Details
Application reference, if applicable
Nature of Complaint/Appeal
Procedure
The client shall make a complaint or appeal by mentioning in the form Complaints & Appeals.
The assigned personnel will acknowledge the receipt of the complaint/appeal through mail and forward
the details to the Quality Manager.
The Quality Manager will assess whether the complaint is valid, determine the accountable department
and assign a personnel for investigation.
Where necessary, a committee for investigation comprised of 3 personnel, at least one of whom is a
Halal Islamic affairs expert, who were not involved in the certification process or activities
related to the complaint/appeal nor has been employed by the complainant/appellant or render
consultancy service for them within two years, shall be formed.
The personnel or committee will gather all the necessary information and evidences to verify the
merit of the complaint/ appeal.
The root cause of a valid complaint/ appeal shall be determined based on outcome of the
investigation, and appropriate action plan to prevent recurrence shall be recommended by the Quality
Manager, subject to approval by the CEO.
The effectiveness of the implemented corrective action shall be verified by the Quality Manager
within the time frame specified.
The outcome of complaint/ appeal investigation and final decision, including any action required
from the client shall be communicated to the complainant/appellant by the CEO or the Quality
Manager.
Client’s feedback on Mastercert process of handling complaints and appeals are welcomed and duly
recorded.
