At Aspira Certifications Pvt. Ltd., we are committed to impartiality, fairness, and transparency in all our inspection and audit activities. We value feedback from our clients and stakeholders, and we have established a defined process for receiving, evaluating, and making decisions on complaints and appeals. Every submission is treated with seriousness, confidentiality, and integrity, ensuring that no complainant or appellant faces any form of discrimination or disadvantage.

Any client, Food Business Operator (FBO), or interested party may raise a complaint or appeal relating to Aspira Certifications Pvt. Ltd.,’s inspection or audit processes and decisions. Submissions can be made by email to complaintsaspira@gmail.com, with a copy to karthiga.aspira@gmail.com. Verbal complaints received in person or over the phone are also documented within 24 hours to ensure proper tracking and timely action. Once received, all complaints and appeals are acknowledged, recorded, and handled in accordance with our documented procedure.

Each complaint or appeal is reviewed by the Quality Manager, who verifies its relevance, gathers the necessary information, and ensures impartial handling. The process guarantees that no individual involved in the original inspection or decision participates in the evaluation of the related complaint or appeal. Investigations are conducted objectively, with appropriate corrective and preventive actions taken to address the issue and avoid recurrence. Complaints concerning auditor behavior—such as bias, lack of professionalism, or communication issues—are independently reviewed and resolved, and repeated instances may lead to retraining, reassignment, or removal of the auditor involved.

Aspira Certifications Pvt. Ltd., aims to resolve all complaints and appeals within 15 working days from the date of receipt. In cases requiring additional time, the complainant or appellant is informed of the progress. Once resolved, the decision is formally communicated to the concerned party.

If the complainant or appellant remains unsatisfied, the issue may be escalated to the Managing Director, whose decision shall be final. All decisions are made by personnel who were not involved in the original audit or inspection activities, ensuring full impartiality.

Appeals related to Hygiene Rating Audits

For appeals related to the Hygiene Rating Audit (HRAA) Scheme, Aspira Certifications Pvt. Ltd., follows the process prescribed under the QCI–PADD guidelines. Appeals may be submitted in writing or online by the FBO or applicant. Each appeal is acknowledged and logged with a unique reference number. The Quality Manager reviews and investigates the appeal impartially, ensuring that the personnel involved in the original audit are excluded from the process.

If the appeal cannot be resolved internally within 15 days, it is escalated to the Quality Council of India (QCI). If still unresolved or unsatisfactory, the appellant may further escalate the matter to the Food Safety and Standards Authority of India (FSSAI) within 15 days of QCI’s decision. At every stage, the appellant is kept informed of the review status and final decision.

To raise a complaint or appeal, or if you would like more information about our process, please write to us at complaintsaspira@gmail.com, copying karthiga.aspira@gmail.com. We are here to listen and respond with fairness and professionalism.