Complains, Dispute, and Appeal on TAWTHIQ Decision

Complains, Dispute, and Appeal on TAWTHIQ Decision
Complain register is a document must be found in all farms and firms registered at TAWTHIQ. Client has to inform
TAWTHIQ about any complain from his clients .

If the complain related to quality of product (presence of chemicals not listed in annexes I &II labeling or sealing of
package the operator of the farm or firm shall inform TAWTHIQ immediately
If there some documents support the complain or against complain in these cases the operator will attach these documents with a copy of client complain.

If the complain for size or color of the product in this case TAWTHIQ has NO action against this types of complain In case of complains related to quality, TAWTHIQ shall carry out spot inspection, take samples for analysis and study case by case. According to results of analysis and inspection, certification committee makes the suitable decision (Termination of contract, sanction, remove term “Organic “from certain product or lot…etc)

All TAWTHIQ clients have right to complain against TAWTHIQ (e.g. inspector behavior, or finance system and fees..etc.). TAWTHIQ offers a special form for complain After receiving complain, General Director Study and take action within 14 days. If the complain was accepted Director General shall apologize and correct the situation.

In case or rejection the client can appeal against Director General decision within 15 days , in this case the complaint will sent
to arbitration committee for final decision ,the case shall never exceed 21 days

TAWTHIQ clients can complain against sanctions or decision or analysis results within 15 days from action and client has to pay
fees for re considering. Chief certifiers will review complain re send sample for analysis if needed. If the client was right fees paid will refunded and new decision will be issued.

If the client has no right in his complain, no refund for fees and in this case he can appeal again