Policy

Complaints procedure

A clear pathway for certification concerns, consumer reports, suspected misuse of halal claims and service-related complaints.

Verification ready

Certificate status interface

Certificate number

Certificate holder

Approved scope

Status and expiry

Public verification displays approved certificate information while protecting confidential business records.

Public policy

Complaints handling must be operational and documented

Complaints are recorded, reviewed and handled through a documented pathway that protects fairness, confidentiality and certificate integrity.

Complaints may relate to certification decisions, service conduct, certificate misuse, public halal claims or consumer concerns.
Submissions should include the complainant's contact details, the business or certificate involved, supporting evidence and the outcome requested where available.
Anonymous reports may be reviewed where enough evidence is supplied, but Prime may be limited in what it can investigate or communicate back.

Prime records complaints, assigns responsibility and maintains the matter in an internal case register.
Certificate misuse reports are checked against the public registry and internal certificate status before any public response is made.
People handling a complaint identify conflicts of interest and escalate matters that require independent review.

Outcomes may include clarification, corrective action, additional assessment, referral to an appeal pathway or no further action where evidence is insufficient.
Responses protect confidential certification evidence, private business information and personal information.
Complaint records are retained for governance, audit and trend monitoring according to Prime's approved retention schedule.