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Complaints,
feedback and fraud
Comments
The IOAS invites comments on the performance of any accredited
certification body where the issue relates to relevant norms. Such comments
will be taken into account during assessment and surveillance.
Complaints
The IOAS prides itself on responding to and investigating relevant
complaints. These may be against the IOAS itself or against accredited
certification bodies. Complaints against accredited
certification bodies should normally be directed in the first instance to
the bodies themselves. If the complainant feels the issue was not
appropriately handled, it can be referred to the IOAS. Where a complainant
has good reason, the complaint can be referred directly to the IOAS.
The
IOAS can investigate complaints anywhere in the world where the issue is
relevant to activities under IOAS supervision.
The
complainant is always informed of the outcome of the complaint
investigation. Feedback
The IOAS encourages feedback from clients to help us in continuously improving
our services. On finalising the assessment process, we send all
clients a feedback form asking about the various service aspects of the
process. We are however, happy to receive any comments at any
time on how our services may be improved.
Fraud and
negligence
Organic farming and food production requires the establishment of
various measures and systems to maintain the integrity of the products.
Incomplete measures and negligence can lead to a breakdown of that
integrity. Organic standards set requirements to ensure that this does not
happen and the inspection and certification service provided by
certification bodies exists to ensure that these standards are
applied. Given the premium prices obtainable for
organic products, intentional cheating and fraud can arise at the farmer and
trader level. On the other hand, good inspection and certification procedure can
ensure that such cases remain very rare.
See our guide
on inspection and certification measures against fraud.
IOAS are helping to stimulate discussion on the issues of
fraud, its prevention and detection in collaboration with the trade,
certification organisations and authorities.
FiBL press release In addition we are working in
partnership with trade organisations in the USA to determine appropriate
methods retailers could undertake to enhance integrity, limit the incidence of fraudulently
traded organic products and to increase the chances of early detection when
it takes place within the retail supply chain.
NCGA press release.
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