Ensuring fair and transparent handling of complaints and appeals
Should a client have cause to complain regarding the conduct of ORIASC's staff, the complaint should be made in writing and addressed to the relevant Scheme Manager or Assistant Scheme Manager of the Oromia Region Islamic Affairs Supreme Council.
If the complaint is against the Scheme Manager, it should be addressed to ORIASC's responsible director.
Complaints received by ORIASC from any stakeholder regarding the activities of a certificated client shall be referred to that client at an appropriate time.
The complaint will be investigated in accordance with ORIASC's complaints handling process procedure.
Alleged complaints are logged and evaluated to establish their validity, with corrective and preventive actions initiated where necessary.
This process adheres to confidentiality requirements. ORIASC, together with the client and complainant, will determine whether and to what extent the complaint and its resolution should be made public.
Clients have the right to appeal any notification regarding the suspension, reduction in scope, or withdrawal of certification by ORIASC.
Notification of a client's intention to appeal must be made in writing and received by the relevant Scheme Manager within 14 days of receiving notification of failure to comply with certification requirements.
ORIASC shall make the suspended status of the certification publicly accessible.
Clients may object to the involvement of specific ORIASC management members in the appeals procedure if evidence of compromised impartiality is provided.
The decision of the Impartiality Committee is final and binding on both the client and ORIASC. No counter-claim can be made to amend or change this decision.
If an appeal is successful and the certification is awarded or reinstated, reimbursement of appeal costs may be made at the discretion of top management.
Submission, investigation, and decisions on appeals shall not result in any discriminatory actions against the appellant.
