INSPECTION & FOOD SAFETY AUDIT

FARE Labs Pvt. Ltd.–Certification Division is committed to provide certification services as per HRAA Requirements that are fair, transparent, and accountable. To uphold the highest standards of integrity, we have a formalized Complaints and Appeals Procedure that ensures the resolution of complaints and appeals impartially and constructively.

Objective: This procedure ensures a structured and unbiased approach to receiving, investigating, and resolving complaints and appeals related to the Certification Division of FARE Labs Pvt. Ltd., Gurgaon.

Who Can file a Complaint or Appeal?

Any external party including certified clients, regulatory bodies, accreditation agencies, or members of the public can submit a complaint or appeal related to:

• The certification services provided by FARE Labs (Certification Division).
• Decisions made during the certification process.
• Conduct of certified clients under the schemes covered by FARE Labs Certification Division.

Note: Internal staff concerns are addressed through separate internal grievance procedures and are not covered by this process.

Procedure for Handling of Complaints

The step wise procedure for handling of complaints is as follows.

Step 1: Registration

• All complaints received by FARE Labs Certification Division in writing (email, letter, or online form) are registered in a Complaint Register/Log Book.
• Complaints are logged by the Technical Manager within 1 business day.
• Acknowledgement is sent to the complainant.
• Complaints are categorized based on whether they relate to FARE Labs Certification Division or its certified client.

Step 2: Investigation

• The CEO assigns an independent Investigating Officer within 3 business days.
• The investigation involves verifying facts, collecting statements, and identifying root causes.
• Investigations are conducted objectively, and timelines are adapted to ensure thoroughness and fairness.

Step 3: Resolution

• A report with findings and recommendations is submitted to CEO for review.
• The complainant is informed of the resolution in writing.
• If the complainant is unsatisfied, an appeal may be filed.

Complaints against Certified Clients

Complaints against organizations certified by FARE Labs Certification Division are handled as follows:

• An investigation is launched by or under the supervision of the CEO.
• The client may be notified (within 2–4 weeks), depending on the complaint’s severity.
• The identity of the complainant is kept confidential unless consent is provided.
• Verified issues may lead to actions such as suspension, withdrawal of certification, or other corrective steps.

Corrective and Preventive Actions

When a complaint or appeal highlights a legitimate issue, FARE Labs Certification Division may initiate:

• Staff training and awareness programs.
• Updates to procedures or resource allocation.
• Sanctions or corrective action against certified clients (e.g., fines, certificate suspension).

Procedure for Filing Appeals

When to Appeal

If the complainant disagree with:

• A certification decision,
• The resolution of a complaint,
• A formal appeal may be filed within 15 days of receiving the official outcome of the complaint.

Processing of Appeals

• Appeals are registered, acknowledged, and reviewed for validity by CEO.
• The CEO attempts a first-level resolution through independent review.
• If unresolved, the appeal is escalated to an Appeals Panel, independent of original decision-makers.
• Appeals are typically resolved within 30 calendar days.
• If more time is required, interim updates are shared with the appellant.

Escalation Path

If not satisfied with FARE Labs’ handling and resolution of the appeal:

• The appellant may escalate to HRAA (within 15 days),
• Then to QCI (15 days after HRAA),
• And finally, to FSSAI (15 days after QCI), if needed.

Confidentiality and Impartiality

• All investigations are conducted with strict impartiality and confidentiality.
• FARE Labs Certification Division does not tolerate retaliation or discrimination against any complainant or appellant.

Contact Details to File a Complaint or Appeal?

We encourage transparency and value your feedback. The contact details for filing a complaint or appeal is:

Email: [farecert@farelabs.com]

Address: D-18, Infocity, Phase-II, Sector-33, Gurgaon-122001, Haryana

The top management of FARE Labs is committed to promotes and safeguard impartiality supported by clear objectives, ensuring that the Inspection and Auditing services remain unbiased and transparent. This commitment includes:

• Managing conflicts of interest proactively to ensure the objectivity of all processes.
• Establishing mechanisms to identify, evaluate, mitigate, and monitor risks associated with impartiality.

Safeguarding Impartiality at FARE Labs

At FARE Labs Pvt. Ltd. Certification Division, we uphold the highest standards of impartialityin all our certification activities. Our dedicated Impartiality Committee plays a pivotal role in maintaining the objectivity, transparency, and integrity of our operations.

Our Commitment to Impartiality

We recognize that impartiality is critical to ensuring trust in our certification services. That’s why we have established a formal structure and defined procedures to:

• Identify and evaluate risks to impartiality.
• Avoid any real or perceived conflicts of interest.
• Maintain transparency in audit, certification, and decision-making processes.

Impartiality Committee: Role & Responsibilities

Our Impartiality Committee consists of independent representatives from various stakeholders, including clients, industry experts, government bodies, NGOs, and academia. Their key responsibilities include:

• Advising on policies that ensure impartiality.
• Reviewing threats and risks to impartiality.
• Ensuring fair certification decisions free from commercial or other pressures.
• Monitoring the effectiveness and transparency of our certification programs.

Structure and Independence

• The Committee is composed primarily of external members, ensuring balanced representation and independence.
• No single interest group dominates, and a minimum of two independent members from different sectors is mandatory.
• All members undergo rigorous screening for competence, and sign impartiality, confidentiality and ethics agreements.

Transparent & Accountable Operations

• Meetings are held annually (or more often if needed) to review our practices, discuss risk assessments, and provide strategic advice.
• Committee members have access to all relevant information to perform their roles effectively.
• Detailed records are maintained of all meetings and follow-ups to ensure transparency and accountability.

Strict Conflict of Interest Policy

We strictly prohibit:

• Involvement in consultancy, design, or internal audits for any client.

• Employment of personnel with conflicting past or present affiliations unless cleared

through risk assessment.

• Any influence—commercial, financial, or otherwise—that might compromise

impartiality.

Monitoring & Enforcement

• All team members disclose any potential conflict of interest before, during, and after

audit engagements.

• Annual reviews and feedback mechanisms ensure continual vigilance.

• Any breach of impartiality results in decisive corrective action, including suspension,

termination, or legal proceedings.

Upholding Trust and Credibility

The impartiality safeguards are not just procedures—they’re a core part of our ethos. By strictly adhering to these principles, FARE Labs Certification Division ensures that all certifications are conducted fairly, ethically, and in full compliance with accreditation and sector authority requirements, maintaining impartiality and confidentiality.

To strengthen the food safety surveillance system, FSSAI has envisaged audits of Food Business Operators through Private Auditing Agencies. In order to cultivate and foster the growth of compliance culture, FSSAI is enabling compliance through private recognised Auditing Agencies. Food Safety and Standards (Food Safety Auditing) Regulations, 2018 have been notified on 28th August 2018 for the same. It had been mandated by FSSAI that the Food Safety Audits must be carried out by the FSSAI approved Third Party Auditing Agency in order to adhere to the regulatory compliance and framework. Currently, FARE Labs accreditation as a Third Party Auditing Agency with FSSAI as per the provisions in the Food Safety and Standards (Food Safety Auditing) Regulation, 2018 is in process.