All received complaints—whether written, telephonic, or in-person—are initially reviewed by the Certification Manager. Upon verification of their validity, the complaints are referred to the Safety and Quality Assurance Manager.

Upon receiving the complaint, Management will contact the complainant organization or individual to gather any additional information required. They will then undertake the necessary actions to address and resolve the complaint impartially, ensuring that no discriminatory practices are involved throughout the process.

Upon written request by any of the involved parties, details of the complaint handling process will be communicated to them.

The investigation and final decision-making process for complaints is designed to ensure that individuals involved in the subject of the complaint have no role in handling or resolving it, thereby maintaining impartiality.

The investigation shall be carried out free from any form of discrimination. If the complaint is found to be unsubstantiated and merely a claim, the company holds no obligation to take corrective action or to reopen the investigation.

Upon completion of the complaint investigation, the Certification Manager of Izad Hour Aria, in consultation with both the certified client and the complainant, shall determine whether the complaint and its resolution should be disclosed publicly—and if so, to what extent.