Grievance Redressal Policy

Effective Date: 1st March 2026

1. Purpose

Earth Quality Certifications Pvt. Ltd. is committed to maintaining transparency, accountability, and professional integrity in all audit and assessment engagements. This Grievance Redressal Policy establishes a structured mechanism for receiving, reviewing, and resolving complaints related to our professional services, conduct, or operational processes.

2. Scope

This policy applies to grievances raised by:

• Clients
• Vendors
• Distributors
• Audit stakeholders
• Employees (where applicable)
• Any individual or organization interacting with Earth Quality in a professional capacity

This mechanism covers concerns related to:

• Audit conduct
• Professional behavior
• Ethical issues
• Conflict of interest
• Procedural fairness
• Service delivery concerns

3. Submission of Grievance

Grievances must be submitted in writing through:

• Official grievance email: earth@eqcertifications.com
• Website grievance submission form

The complaint should include:

• Name of complainant
• Organization name (if applicable)
• Contact details
• Description of the concern
• Relevant supporting information or documentation

Anonymous complaints may be reviewed at the discretion of management, depending on the nature and seriousness of the matter.

4. Acknowledgment

• An acknowledgment will be issued within 3 to 5 working days
• A reference number may be assigned for tracking purposes

5. Review and Investigation

All grievances will be:

• Reviewed objectively
• Assessed independently from operational influence
• Evaluated based on documented evidence

Where necessary, clarification may be sought from relevant parties. Earth Quality ensures that the review process is fair, impartial, and free from bias.

6. Resolution Timeline

Every effort will be made to resolve grievances within 15 to 30 working days, depending on the complexity of the matter. If additional time is required, the complainant will be informed accordingly.

7. Complaints / Appeals Escalation Process for Hygiene Rating Audits

For complaints or appeals specifically related to Hygiene Rating Audit decisions, the applicant may first raise the matter with Earth Quality Certifications Pvt. Ltd. as the Hygiene Rating Audit Agency (HRAA). Such complaints / appeals shall be reviewed and resolved within 15 days from the date of receipt.

If the applicant is not satisfied with the decision of the HRAA, the matter may be escalated to the Quality Council of India (QCI) and subsequently to FSSAI for final review.

Contact details for escalation:

• QCI: padd_schemes@qcin.org
• FSSAI: servesafe@fssai.gov.in

Each level shall endeavor to resolve the complaint / appeal within 15 days of receipt.

8. Decision and Communication

• Findings will be documented internally
• The complainant will be informed of the outcome in writing
• Appropriate corrective actions, if applicable, will be initiated

The decision of the management following structured review shall be considered final, subject to applicable law.

9. Confidentiality

All grievance-related information will be handled with confidentiality. Information will only be shared with individuals directly involved in the review process or where legally required. Retaliation against individuals raising genuine concerns in good faith is strictly prohibited.

10. Record Keeping

All grievances and related actions will be documented and retained for record-keeping and continuous improvement purposes. Periodic review of grievance trends may be conducted to strengthen internal systems and processes.

11. Continuous Improvement

Earth Quality views grievances as opportunities to enhance service quality, reinforce accountability, and improve audit processes.

12. Contact Details