Description of Complaint Handling Process

Statement of AHDAA Appeals and Complaints Handling Procedure

AHDAA is committed to listening to and evaluating the input, feedback, concerns and overall responses from clients and our Governing bodies. We understand that although we strive to ensure a harmonious business environment and operations, there is the possibility for an unfortunate experience or interaction.

We have a cohesive, inclusive and considerate policy when it comes to the lodgement, receival and processing of appeals and complaints. First and foremost, we will review and consider every single appeal and complaint no matter its severity or relevance. This is a corporate policy that we feel we need to improve our relations and experiences with clients, governing bodies and any associates.

The entire process for processing complaints and appeals is in accordance with clause 7.13 of ISO 17065, clause 9.7 of OIC/SMIIC 2, clause 9.7 of GSO 2055-2, and clause 9.7 of UAE.S 2055- 2.

Stage 1 – The appealer will lodge their claim or appeal through the dedicated AHDAA web portal for complaints.

Stage 2 – AHDAA will receive the complaint and if required along with the appealer obliging, we will request an elaboration that is descriptive.

Stage 3 – AHDAA will evaluate the appeal and after an examination will explore possible resolutions.

Stage 4 – AHDAA will notify the appealer that their appeal or complaint has been processed, and the measures AHDAA will take to fix the grievances.

All complaints and appeals are processed by internal management. All complaints and All complaints and appeals are processed by the AHDAA Complaint and Appeal Committee. All complaints and appeals will be securely and confidentially processed and will be reviewed in an objective manner regardless of the contents. This is in alignment with 7.13.6 of ISO 17065.

If you have any complaints, or anything related to an unfortunate experience, then please fill out the below to contact the AHDAA integrity team.