COMPLAINT/GRIEVANCE MANAGEMENT

At ACERTA we attach the utmost importance to the satisfaction of our customers and the continuous improvement of our services. All complaints or claims must be submitted in writing through the form available on this website or by e-mail. Complaints received verbally must be formalized in writing for processing.

Complaints processed through the web will receive an automatic acknowledgement of receipt. If received by e-mail, the complainant will receive an immediate acknowledgement of receipt. Whenever the promoter of the rule or program owners has established a deadline for communication, this will be respected.
The complaint will be registered in the corresponding registry.
At the conclusion of the study of the complaints, it will determine whether there are possible deviations in the way ACERTA or its personnel act, i.e., possible causes of non-conformities, and will proceed to deal with them in accordance with its internal procedures.
The quality manager of each operational area will inform the complainant within a maximum of 10 days, the actions taken or new deadlines if these could not have been implemented and it is necessary to extend this period. In cases where ACERTA concludes that no action is required, it will explain the reasons to the complainant. Whatever the response, it will be copied to the General Management and Corporate Quality Management. In the case of receiving technical complaints from customers, for example, each technical department will be responsible for managing, documenting, contacting the customer and storing the complaints.
They shall be reported to the Fairness Committee at its next meeting.

Exceptional cases of complaints are complaints submitted by Public Administrations, ENAC, promoters of standards or other competent bodies will be processed regardless of the format in which they are received.

In the case of FOOD's operational area, GLOBALG.A.P., BRCGS and IFS complaints are pre-assigned to the respective scheme managers of these standards. These scheme managers will handle the complaints directly with the promoters of the standards and will continuously report to the General Management and the Quality Department of FOOD.

All complaints are recorded, rigorously analyzed and the results are reported to the Impartiality Committee to ensure transparent and objective management.