1. Purpose and scope
This procedure describes how FIANZ Halal Committee (HalCom) handles complaints and appeals. It applies to all HalCom personnel.
2. Person responsible
Chairman HalCom
3. Definitions
Appeal: a complaint or dispute which cannot be resolved by other means and has led to a request for a formal review of the matter by HalCom.
Complaint: an expression of dissatisfaction about an issue in which HalCom has an active interest. Complaints may be made about the activities of HalCom, its decisions, its personnel, ot its certified organisations.
4. Procedure
HalCom is committed to managing complaints in a way that is client focused, fair, accessible, responsive, effective and accountable. HalCom recognises that accepting and dealing with complaints provides valuable feedback on service quality and the effectiveness of programs and policies.
In all cases, a complainant or appellant is responsible for his/her own costs in making representations, personal or otherwise.
4.1 How to make a complaint
4.1.1 Write to, talk to, or email the chairman of HalCom, or if unavailable and the matter is urgent, his delegate or other HalCom personnel. Give your name and contact details; describe the problem and identify the parties involved; and briefly describe what you think needs to be done to fix the problem.
Email address for making written complaints:
4.1.2 Anonymous complaints may be accepted at the discretion of the Chairman of halCom.
4.1.3 Complaints about an organisation certified by FIANZ HalCom shold be directed to that organisation in the first instance. If nsatisfied with the outcome, you may then complain to HalCom.
4.2 How to lodge an appeal
4.2.1 Requests for appeals must be lodged in writing. Please email the chairman of HalCom at
4.3 How FIANZ HalCom handles complaints and appeals
4.3.1 FIANZ HalCom has a comprehensive complaints and appeals management policy and all complaints or appeals made to HalCom are dealt with in terms of this documented policy.
4.3.2 If unsure about how to make a complaint or appeal, please speak with the chairman of HalCom or email