In this procedure, Izad Hoor Aria ensures the fair handling, investigation, and resolution of  complaints and appeals.

A complaint refers to any expression of dissatisfaction regarding the services provided by Izad Hoor Aria, while an appeal refers exclusively to a request submitted by the certified organization (client).

Channels for Submitting Complaints and Appeals

Submission of Complaints and Appeals

Complaints and appeals can be submitted via telephone, in-person visit, or by completing the designated form available on the Izad Hoor Aria’s website.

Registration of Complaints and Appeals

Each complaint and appeal is registered with a unique identification number and date.

Review of Complaints and Appeals

• A competent person is appointed to handle the case.
• Relevant information is collected.
• The validity of the complaint or appeal is evaluated.
• The complainant or appellant is notified.
• A prompt investigation is conducted to ensure timely resolution of the complaint or appeal.

Corrective Actions

• Appropriate actions to address the complaint or appeal are taken without undue delay.
• The response and resolution method are communicated to the complainant or appellant.
• Efforts are made to ensure the complainant or appellant is satisfied with the outcome.
• Relevant documents and operational processes are reviewed and updated as necessary based on the findings.
• Records of complaints, appeals, and any corrective actions are maintained for future reference and review.