1. Purpose
Satvik Certified is committed to maintaining the integrity of its certification framework. This policy outlines how we receive, investigate, and resolve complaints related to certified businesses, certification mark misuse, and audit process concerns.
2. Who Can File a Complaint
- Consumers who have concerns about a certified business
- Competitors who observe certification mark misuse by another business
- Employees of certified businesses who observe non-compliance
- Any member of the public who observes unauthorized use of the Satvik Certified mark
3. Types of Complaints
3.1 Non-Compliance Complaints
Reports that a certified business is not following the standards it was certified for (e.g., using prohibited ingredients, lack of hygiene, cross-contamination).
3.2 Mark Misuse
Reports of unauthorized use of the Satvik Certified logo, badge, or QR code by an uncertified business, on uncertified branches/products, or after certification has expired/been revoked.
3.3 Process Complaints
Concerns about the audit process itself — alleged bias, improper conduct by an auditor, or procedural irregularity.
4. How to File a Complaint
- Through our Contact Form — select "Consumer Complaint / Concern"
- By email to complaints@satvikcertified.in
- Include: your name, contact information, name and location of the business, date of incident, description of the concern, any supporting evidence (photos, receipts, etc.)
Anonymous complaints are accepted but may limit our ability to investigate fully or communicate outcomes.
5. Investigation Process
- Acknowledgement: Every complaint is acknowledged within 2 business days with a reference number.
- Initial assessment: The complaint is reviewed within 5 business days to determine if it falls within our scope and has sufficient information for investigation.
- Investigation: Valid complaints may trigger an unannounced inspection, document review, or direct communication with the certified business. The business is given an opportunity to respond.
- Findings: The investigation findings are documented, classified, and reviewed by the certification team.
- Outcome notification: The complainant is informed of the outcome within 30 business days (complex cases may take longer).
6. Possible Outcomes
- Complaint unsubstantiated: No evidence of non-compliance is found. Case is closed with documentation.
- Minor correction required: Business is asked to correct a minor issue. Verified at next surveillance.
- Major corrective action: Business must address the issue within 30 days with evidence of correction.
- Suspension of certification: Serious or repeated non-compliance triggers immediate suspension.
- Revocation of certification: Fraud, deliberate misrepresentation, or continued non-compliance after suspension leads to permanent revocation.
- Legal action: Unauthorized use of the mark by non-certified entities may result in legal proceedings.
7. Whistleblower Protection
Employees of certified businesses who report non-compliance in good faith are protected. We do not disclose the identity of employee complainants to the business except where legally required. Retaliation against complainants is treated as a serious violation of our certification agreement.
8. Frivolous or Malicious Complaints
Complaints found to be knowingly false, malicious, or filed to harass a business may result in the complainant being barred from using our complaint system. We reserve the right to not investigate complaints that lack reasonable basis.
9. Contact
For complaint-related questions: complaints@satvikcertified.in or Contact Page.