1. Complaints

Expressions of dissatisfaction made to HCO with regards to its certification /auditing services or its certified/audited clients (as it relates to the implementation of the clients’ management systems), where a response or resolution is explicitly or implicitly expected.

2. Process

Any party wishing to submit a complaint shall contact the HCO office via telephone, email, or other type of communication or by sending an Email at:
The complaint handling process is subject to the requirements for confidentiality.
Upon receipt of a complaint, HCO will log (Complaints log HCO-017) and
acknowledge the complaint within 10 working days of receipt (typically via email). Once validated, it will be assigned to designated personnel for investigation and resolution.
HCO will take any necessary corrective actions related to the complaint, whether against HCO certification/auditing activities or against the certified/audited client.
When the complaint is against a certified/audited client, the subject of the complaint is usually not to be made public. HCO will also notify the client of the receipt of a complaint against their certified/audited system at an appropriate time.

3. Complaint Review

Complaints are resolved through an investigation and validation process with decisions made by HCO. HCO has the responsibility of gathering and verifying all necessary information to validate the complaint.
Investigation of complaints related to certified/audited clients typically include an examination of the certified/audited client’s management system effectiveness, or may necessitate a special audit and may lead to the suspension of the certification if the complaint is related to a certified client.
Whenever appropriate, HCO will provide the complainant with the outcome of the investigation, and a formal notice of the end of the process.
Our Impartiality Committee is periodically informed about appeals, complaints and
their management.

4. Complaints Committee

Consisting of one member of impartiality committee, management team, sharia board and technical manager will review relevant complaint, The decision resolving the complaint or appeal shall be made by, or reviewed and approved by, person(s) not involved in the certification activities related to the complaint or appeal.