Policies

Our commitments include:

• Strict prohibition of bribery, facilitation payments, kickbacks, or any improper advantages in relation to our services.
• Ensuring all employees, auditors, contractors, and representatives understand and comply with this policy and applicable anti-bribery laws and regulations.
• Allowing only lawful, transparent, and properly recorded gifts, hospitality, or promotional expenses.
• Conducting appropriate due diligence and managing conflicts of interest in all dealings with clients, partners, and third parties.
• Maintaining mechanisms for confidential reporting of any suspected bribery or unethical behavior.
• Taking strict disciplinary and legal action against any violations of this policy.
• Continually reviewing and improving our anti bribery practices, in alignment with ISO 37001: Anti-Bribery Management System where applicable.

Reporting Concerns:

If you suspect any instance of bribery, unethical conduct, or policy violation, we encourage you to report it confidentially. All concerns will be treated seriously, investigated fairly, and without retaliation.

Compliance Contact:

Kinnari Prajapati

Email: kinnari@isoqarindia.com

Complaints Procedure

A complaint is any expression of dissatisfaction with our services, including the conduct of our auditors or the quality of our certification processes.

• Filing a Complaint: Any client, stakeholder, or interested party can file a complaint by contacting our Complaints Officer at the contact details provided below.
• Complaint Acknowledgment: Upon receipt of a complaint, we will acknowledge it within five (5) working days and initiate a review of the matter.
• Investigation & Resolution: All complaints will be thoroughly investigated by the relevant department, and a resolution will be proposed. In cases where the complaint is upheld, corrective actions will be taken to resolve the issue and prevent recurrence.
• Timeframe for Resolution: We aim to resolve complaints within 20 working days from receipt, unless more time is required due to the complexity of the issue. If additional time is needed, the complainant will be notified with an updated timeline.

Appeals Procedure

An appeal is a request for a reconsideration of a certification decision or the outcome of a complaint.

• Filing an Appeal: If a complainant is dissatisfied with the outcome of their complaint, they may appeal the decision. Appeals can be filed by contacting our Appeals Officer at the contact details provided below.
• Appeal Acknowledgment: Upon receipt of an appeal, we will acknowledge it within five (5) working days and provide a detailed explanation of the appeals process.
• Independent Review: Appeals will be reviewed by an independent panel or the Impartiality Committee, which will ensure that the appeal is handled objectively and fairly. The panel will review all relevant facts, evidence, and the original decision.
• Timeframe for Appeal Resolution: We aim to resolve appeals within 30 working days from receipt, although this may extend in complex cases. If an extension is necessary, the appellant will be informed.

Contact for Complaints and Appeals

Commitment to Fairness

ISOQAR India is committed to providing an impartial, transparent, and effective process for the handling of complaints and appeals. We will not penalize or retaliate against any party for filing a complaint or appeal.

Environmental Commitment

• Complying with all applicable environmental laws, regulations, and standards.
• Minimizing the environmental footprint of our operations through efficient resource use, waste reduction, and promotion of digital practices.
• Encouraging environmentally responsible behaviors among our staff, auditors, and clients.
• Supporting the environmental improvement efforts of our certified clients, including alignment with ISO 14001 and climate change mitigation strategies.

Health & Safety Commitment

• Providing a safe and healthy working environment for all employees, auditors, visitors, and partners.
• Identifying and addressing health and safety risks through risk assessments, training, and preventive measures.
• Complying with relevant occupational health and safety legislation and aligning with ISO 45001 requirements.
• Promoting a culture of safety, well-being, and proactive hazard reporting across all levels of the organization.

Sustainability Commitment

• Embedding sustainability principles into our business strategy, decision-making, and service delivery.
• Encouraging responsible practices in energy use, travel, procurement, and stakeholder engagement to support the United Nations Sustainable Development Goals (UN SDGs).
• Supporting clients in achieving and demonstrating their own sustainability goals through relevant management system certifications.
• Continuously monitoring, reviewing, and improving our performance to ensure a positive social, environmental, and economic impact.

Our Commitments

• All certification decisions are made independently and are based solely on objective evidence of conformity, without any external influence.
• We operate with full transparency, ensuring that our personnel, contractors, and committees understand and adhere to our impartiality requirements.
• We do not provide consultancy or services that could compromise our independence or lead to conflicts of interest with the certification services we deliver.
• We conduct risk assessments for impartiality regularly and take appropriate actions to mitigate identified risks.
• We ensure that no commercial, financial, or other pressures affect the impartiality of our operations or personnel.
• Our Impartiality Committee, comprised of diverse stakeholders, oversees and safeguards our impartiality framework.

Employee Responsibility

All employees, auditors, and associated personnel are required to:

• Declare any potential conflicts of interest.
• Refrain from any activity that could compromise or appear to compromise impartiality.
• Uphold ISOQAR India’s values of independence, integrity, and objectivity.

Our Commitments

• Confidentiality: We ensure that all sensitive information is accessed only by authorized personnel and is kept confidential at all times.
• Integrity: We maintain the accuracy and completeness of information, preventing unauthorized modification, destruction, or alteration.
• Availability: We ensure that critical information and systems are available when needed by authorized users, minimizing downtime and service disruption.
• Compliance: We comply with relevant legal, regulatory, and contractual requirements related to information security.
• Risk Management: We identify, assess, and mitigate information security risks through ongoing risk assessments and the implementation of effective controls.
• Employee Awareness & Training: We provide regular training to our employees and contractors to ensure they understand and follow security policies and procedures.
• Continuous Improvement: We review and improve our information security management system to ensure it remains effective in safeguarding information and adapting to evolving threats.

Reporting Concerns

If you suspect any incident related to information security, or if you believe that there may be a vulnerability in our systems, we encourage you to report it immediately. Your cooperation helps us maintain a secure environment for all stakeholders.

Compliance Contact

Complaints Officer: Avadh Patel

Email: kinnari@isoqarindia.com

Objective

The purpose of this policy is to:

• Prevent sexual harassment of women at the workplace.
• Ensure a safe and conducive work environment free from any form of sexual harassment.
• Establish a mechanism for the redressal of complaints and grievances related to sexual harassment.

Responsibilities of Employees

• All employees are responsible for maintaining a respectful, nonthreatening environment in the workplace.
• Employees should refrain from engaging in any acts that may be considered sexual harassment.
• Any employee who experiences or witnesses harassment must report the incident immediately to the Internal Complaints Committee (ICC) or the designated authorities.

Internal Complaints Committee (ICC)

ISOQAR India has established an Internal Complaints Committee (ICC) to investigate complaints of sexual harassment and take appropriate action.

The ICC is responsible for:

• Ensuring that the grievance redressal process is confidential and impartial.
• Investigating complaints in a fair and timely manner.
• Ensuring that both the complainant and the respondent are heard
• Taking appropriate corrective action in case of proven harassment.

Definition of Sexual Harassment

As per the Act, sexual harassment includes any one or more of the following unwelcome acts or behavior:

• Physical Contact and Advances: Any physical touch or advances that are sexual in nature.
• Demand or Request for Sexual Favors: Direct or indirect request or demand for sexual favors.
• Making Sexually Colored Remarks: Making comments or jokes of a sexual nature.
• Showing Pornographic Material: Displaying sexually explicit or pornographic material.
• Any Other Unwelcome Physical, Verbal, or Non-Verbal Conduct of Sexual Nature: Any conduct that causes discomfort or intimidation to the individual.

Definition of Sexual Harassment

• Filing a Complaint: Any employee who experiences sexual harassment may file a written complaint with the Internal Complaints Committee (ICC) within 3 months from the date of the incident. In case of a series of incidents, the complaint may be made within 3 months from the last incident.
• Complaint Format: The complaint should be submitted in writing, detailing the nature of the incident, the persons involved, and the time and place of occurrence. The complainant may also request support from a colleague or friend while filing the complaint.
• Investigation: Upon receiving the complaint, the ICC will investigate the matter in a fair, transparent, and confidential manner. The process will involve:
  Hearing the complainant and any witnesses.

  Hearing the respondent to understand their side of the story

  If necessary, seeking support from external experts to assist with the investigation.

• Resolution and Action: After the investigation, if the complaint is substantiated, the ICC will recommend appropriate actions, which may include:
  Counseling or warning the respondent.

  Suspension or termination of employment.

  Any other action deemed appropriate as per the nature of the complaint.