HBC is responsible for all decisions at all levels of the complaints handling process. Any complaint received by HBC in writing or by e-mail or telephone in respect of its functions as a certification body or a company certified by it. Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.
An appellant, a certified company or any interested party may appeal against a decision of HBC. The matter is referred to the Appeals Panel (Which is constituted from any two member of the Impartial Committee) whose decision is final and for the decision of the Appeal Panel the HBC is responsible. HBC is responsible for gathering and verifying all necessary information to validate the appeal. HBC also ensure that submission, Investigation and decision on appeal shall not result in any discriminatory actions against the appellant.