Complaint Handling Policy

Inspection

Indian Jute Industries' Research Association Inspection Division (IJIRA-ID), functioning as an Inspection Body, is committed to handling all complaints related to its inspection activities in a fair, impartial, transparent, confidential and timely manner.

Our Commitment

All complaints received from clients, procurement agencies, manufacturers, government bodies or other interested parties are duly acknowledged, reviewed for validity, and investigated objectively by competent personnel independent of the subject of the complaint. For B-Twill jute bag inspection complaints, a joint inspection process involving representatives of the client, the manufacturer and IJIRA is followed, and appropriate corrective and preventive actions are initiated wherever required. The identity of complainants is protected, investigation records are maintained confidentially, and complaint outcomes are communicated to the concerned parties. IJIRA periodically reviews complaint trends and corrective actions as part of its management review process to ensure continual improvement in the quality, reliability and effectiveness of its inspection services.

Lodging a complaint will not result in any discriminatory action against the complainant.

How to lodge a complaint

A complaint may be submitted to IJIRA in any of the following ways:

To help us handle your complaint effectively, please provide your name and contact details, the inspection activity or report concerned (with reference number, if available), and a clear description of the matter.

What Happens Next

Acknowledgement — We acknowledge receipt of your complaint, ordinarily within three (3) working days.
Review — We check that the complaint relates to an inspection activity for which IJIRA is responsible and assess it for validity.
Investigation — The complaint is investigated objectively by competent personnel who were not involved in the inspection concerned, so that impartiality is maintained.
Resolution — Appropriate corrective and, where relevant, preventive action is taken. Complaints are ordinarily resolved within thirty (30) working days; where more time is needed, you will be informed of the revised timeline and the reason.
Communication of outcome — The outcome is formally communicated to you on closure of the complaint. All information provided during the complaint-handling process is treated as confidential and is disclosed only on a need-to-know basis.

All information provided during the complaint-handling process is treated as confidential and is disclosed only on a need-to-know basis.
A fuller description of IJIRA's complaint-handling process is available on request from the Quality Manager.

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