CEO appoints MO or another officer to validate & investigate complaint whether related of HACI or its certified client. If the complaint is related to certified client, it is referred to the respective certified client within one week after validation by the MO or officer appointed.
Confidentiality requirements are fulfilled while handling complaints. The complaint is acknowledged and progress reported to complainant. The complaint proceeding is filled by the investigation officer including recommendation. The recommendations are forwarded to complainant after approval from CEO. HACI related complaints are handled as per Procedure for Improvement. If actions are not taken by client related to his complaint suspension may be proceeded. HACI will not put the complaint in public domain without the consent of the client & complainant unless it is legally required as per confidentiality requirements to make it available in public domain.