Complaints and appeals
Bioagricert has a Complaints/Appeals Committee (CRI) which is external independent, impartial and which is the collegiate body competent for handling:
- any complaint on the certification services of the CB (not on the controlled products);
- any appeal submitted by the operators against the measures adopted by Bioagricert (non conformities) srl regarding the issue, maintenance, suspension, withdrawal and cancellation of the certification and any other sanctions imposed
APPEALS
The operator must address the appeal to the CRI via Bioagricert (PEC bioagricert@pec.bioagricert.org or registered letter with acknowledgment of receipt within 15 (fifteen) calendar days of receipt of the notice of the non conformity sent by BAC, detailing the reasons for the dissent.
The appeal must be signed by the legal representative. If the appeal is signed by a different subject, the appeal must contain the delegation of the legal representative of the appellant.
Note: for appeals about ROC certification, please address your communications to francesca.cozzo@bioagricert.org
The Committee decides on the appeals submitted to it within 30 (thirty) calendar days from the date on which Bioagricert received the appeal filed by the operator.
The secretary of the CRI communicates the final decision by registered letter with return receipt or by certified e-mail or with a system that guarantees receipt, containing the decision of the Appeals Committee with a copy of the minutes or detailed reasons that lead to the final decision.
The CRI evaluates the existence of the conditions for admissibility of the appeal/complaint, accepting the appeal, totally or partially, or rejecting it. Decisions are binding on the parties. The components are independent of the hierarchical structure of the control body. They are professionals (for example, lawyers, accountants, agronomists, veterinarians, food technologists) with at least two years’ experience in the agri-food sector and they are approved by the Italian Ministry – MASAF.
The costs relating to the investigation and execution of the appeals, set at € 350, are borne by the losing party. If the appeal is partially accepted, the cost will be 50% borne by the CB and 50% borne by the operator.
COMPLAINTS
A complaint is considered to be any external observation regarding the control and certification service, the activities, the documentation or any office / representative of the BAC staff, internal or external, whether or not involved in any service subject to the complaint, in the marketing, commercial, administrative or quality sector of Bioagricert.
All controlled operators (other than appellant against a NC measure) and / or any body / association / customer /supplier / company interested in certification or any other stakeholder, including Competent Authorities and Accreditation Bodies, have the right to lodge a complaint with the CB in the following ways:
- PEC mail, mail of the CB offices, direct mail of the CB staff (see international contacts list and Italian Offices contacts);
- For complaints about ROC certification, please address your communications to francesca.cozzo@bioagricert.org
- Fax and other postal and electronic communication systems;
- Direct, anonymous or signed communication.
The Committee decides on the cases submitted within 30 (thirty) days from the date of presentation of the complaint.
Both BAC and the complainant have 30 days to send a further complaint against the resolution taken by CRI. In this case, the process is repeated. A second resolution on the same case is considered final.
Last update: 7 March 2024