POLICY AND PUBLIC INFORMATION

Podaci/ Contact Details:

Puni naziv/Full name:  Islamska zajednica u Bosni i Hercegovini Agencija za certificiranje halal kvalitete
Islamic Community in Bosnia and Herzegovina Agency for Halal Quality Certification
Adresa/address: Turalibegova 73, 75000 Tuzla, BiH
Tel/fax:  00 387 35 258 427
E-mail:  Ova adresa el. pošte je zaštićena od spambotova. Omogućite JavaScript da biste je vidjeli. / Ova adresa el. pošte je zaštićena od spambotova. Omogućite JavaScript da biste je vidjeli. 
Direktor/director: Damir Alihodžić, mr.sc./MA.Sc.

 

O Agenciji/ About The Agency

Agencija za certificiranje halal kvalitete je institucija osnovana i u potpunom vlasništvu Islamske zajednice u Bosni i Hercegovini, a osnovana je kao islamska institucija. Islamski principi i/ili islamsko pravo su temelj za utvrđivanje organizacijskih ciljeva i politika Agencije.

The Agency for Halal Quality Certification is an institution founded and fully owned by the Islamic Community in Bosnia and Herzegovina and it is established as an Islamic institution. Islamic principles and / or Islamic law are the basis for establishing the organizational goals and policies of the Agency.

Agencija za certificiranje halal kvalitete osnovana 2006. godine sa nadležnostima za halal certificiranje proizvoda i usluga, te edukaciju, savjetovanje i promociju halala. Status samostalnog pravnog lica Agencija je stekla 2007. godine registracijom kod Ministarstva pravde BiH.

The Agency was established in 2006 with responsibilities for halal certification of products and services, education and promotion of halal. The status of an independent legal entity, the Agency acquired in 2007 by registering with the Ministry of Justice of Bosnia and Herzegovina.

Agencija može samostalno odlučiti da potpiše sporazume o saradnji ili međusobnom priznavanju halal certificiranja s drugim halal certifikacijskim tijelima. Prije potpisivanja ovih dokumenata Agencija će osigurati da druga strana dostavi relevantne dokaze o svom pravnom statusu i primjenjivim standardima i propisima.

The Agency can independently decide to sign cooperation agreements or mutual recognition of halal certification with other halal certification bodies. Before signing these documents, the Agency shall ensure that the other party shall submit relevant evidence about their legal status and applicable standards and regulations.

U slučaju angažmana izvan Bosne i Hercegovine, Agencija će nastojati uspostaviti kontakt i postići dogovor o zajedničkom sudjelovanju i saradnji sa lokalnom registrovanom Islamskom zajednicom radi realizacije aktivnosti halal certificiranja. Ako takav dogovor nije postignut, Agencija će samostalno izvršavati svoje dužnosti.

In the case of engagement outside of Bosnia and Herzegovina, the Agency will endeavour to make contact and reach an agreement on joint participation and cooperation with local registered Islamic Association for realization of the activities of halal certification. If such agreement is not reached, the Agency shall implement its duties independently.

Mission, Vision, Policy for Halal Quality

The Agency's mission is to establish and maintain a reliable system of halal certification and ensuring halal status of products and services.
The Agency aims to be globally recognized halal institution, a reliable guarantee for consumers, a partner to manufacturers and other interested parties in the field of Halal.
The basic principles of the Agency are based on the consistent application of :
- Islamic principles,
- legal and standardization requirements and
- the independence and impartiality in the implementation of its activities and approval of Halal certified products and services.

The Agency carries an active policy and measures to ensure that its employees and associates have appropriate knowledge of Islamic rules and regulations of halal and haram. In order to achieve this principle, the Agency organizes various types of education in accordance with pre-defined training programs, and make records of education.

The Agency accept and apply fatwas adopted by the Islamic Community in Bosnia and Herzegovina and its Council of mufti’s. Agency may use fatwas of other Islamic institutions whose Sharia competence accepts and confirms the Council of Mufti.

Before using any standard or internal regulation of the Agency, which determines the application of an Islamic regulation, the Agency requires the approval of the Board of Directors and, when necessary, the final approval of the Council of Islamic Community in Bosnia and Herzegovina. Each new issue whose halal status is not clearly defined in the existing standards or fatwas, the Agency submits to the Council of Mufti’s and asks for their interpretation and instructions for use or solving.

The Agency take all necessary measures to conduct certification activities impartially, and not allow commercial, financial or other pressures affecting impartiality. The Policy of Halal Certification contain provisions on the obligation to provide services in accordance with the principles of openness, impartiality, independence and confidentiality.

Organizational structure
Decision on the Establishment and the Statute of the Agency has determined that the Agency is autonomous and fully responsible for the implementation of their activities. All employees and associates of the Agency are responsible for preserving the independence of the Agency in order to build and maintain the integrity and ensure the full confidence of all interested parties.
The organizational structure is defined in the Statute of the Agency setting out the authorizations, responsibilities and operating principles for all activities within the competence of the Agency. The Organizational chart of Agency shows the internal structure of the organization and the relationship between the Agency and the Islamic Community in Bosnia and Herzegovina.

Human resources
The Agency employs or engages a sufficient number of personnel in each area to meet the criteria for expertise and competence in performing tasks related to the certification scheme, applicable standards and other normative acts. Requirements for qualifications, competence and experience of employees and associates of the Agency, satisfy criteria of applicable regulations and international standards.

All employees of the Agency and other personnel involved in audit and other Halal certification activities shall be technically competent and ethically committed to Islamic principles, especially those pertaining to halal. At each organizational level, in all the committees, commissions and activities it is required the presence and active participation of persons with the appropriate qualification in the field of Islamic sciences.

Internal documents and procedures of the Agency define the procedure of selection and appointment of experts in the field of Islamic science as member of some departments of Agency. When necessary, consent to the appointment gives the Islamic community in Bosnia and Herzegovina.

For Halal certification activities Agency engage personnel employed in Agency and external staff on contracting basis. All personnel engaged by the Agency who participate in certification activities, regardless of whether they are employees or external auditors and technical experts, has to sign written agreement or statement by which they commit themselves to comply with applicable policies and procedures defined by the Agency. Those arrangements shall address aspects relating to confidentiality and impartiality and require the external auditors and external technical experts to notify the Agency of any existing or prior relationship with any organization they may be assigned to audit. Same requirements applies to engagement of Islamic affairs experts.

The Agency establishes a variety of mechanisms to manage and supervise the staff. Responsibility for staff performance includes keeping records of competence and control operating mode of personnel used for certain types of work, regardless of whether they are employees, employed on contract or are employed in the body that cooperates with the Agency.

Cooperation, social and Islamic responsibility
The Agency cooperates with governmental, non-governmental, scientific, educational and business institutions and individuals in Bosnia and Herzegovina, the neighbouring countries and globally, and participates in international forums, conferences, symposia, roundtables and fairs of halal industry. At the international level the Agency represents Bosnia and Herzegovina and actively participate in the process of development and unification of international regulations on halal and in the field of standardization of halal.
For the needs of consumers, the public and institutions, the Agency continuously updates information on the halal certified companies and products and publish them on its own website, and via dedicated applications for mobile devices that allow consumers permanent access to data on halal products.
The Agency organizes various forms of formal and informal education on the halal and organizing special seminars for students, staff and members of the Islamic community, representatives of industry and various governmental and non-governmental institutions. The Agency supports the work of organizations dealing with the promotion of halal, Islamic values, halal consumer rights and promoting of halal industry.
Agency cooperates with numerous international organization in the field of halal industry. Moreover, we accept halal certificates from credible international halal certification organizations, among which is MUI.

Povjerljivost / Confidentiality
Agencija je odgovorna, putem pravno važećih obligacija, za upravljanje svim informacijama koje dobije ili koje nastanu tokom izvođenja certifikacijskih aktivnosti, izuzev informacija koje je klijent učinio javno dostupnim, ili onda kada postoji saglasnost između Agencije i klijenta (npr. radi odgovaranja na prigovore). Sve ostale informacije se smatraju svojinom i moraju se smatrati povjerljivima. Agencija mora unaprijed informisati klijenta o informacijama koje želi da učini javno dostupnim.

The Agency is responsible, through legally enforceable commitments, for the management of all information obtained or created during the performance of certification activities. Except for information that the client makes publicly available, or when agreed between the certification body and the client (e.g. for the purpose of responding to complaints). All other information is considered proprietary information and shall be regarded as confidential. The Agency shall inform the client, in advance, of the information it intends to place in the public domain.

Halal certification scheme
Proceedings for ensuring of halal status of products and services include the activities of education of manufacturers, certification inspection, post certification surveillance and laboratory analysis. Appropriate procedures and guidelines for the implementation and control of Halal products and services are contained in the Halal Quality Certification Scheme. This scheme was developed by the Agency in accordance with the provisions of the international halal and ISO standards.

For the implementation of the certification activities and supervision of continuous application of halal requirements, the Agency engages experts from the fields of Islamic sciences, food technology, veterinary medicine, agriculture, pharmacy, medicine, economics and others. Reliability of halal status of products is additionally checked by laboratory analysis of raw materials and finished products which are carried out in cooperation with the authorized and accredited laboratories.
Halal certification scheme consists of following documents and procedures:
- Quality Manual (QM)
- Human Resources Management (HRM)
- Halal Quality Certification Procedure (PR-01)
- Procedure for Contracting (PR-02)
- Guidelines for Auditing Halal Quality (PR-03)
- Procedure for sampling and analyze (PR-04)
- Procedure for education (PR-05)
- Procedure for supervision and evaluation of personnel performance (PR-06)
- Rules on Halal certificates (PR-07)
- Rules on Halal Logo (PR-08)
- Procedure for document management (PR-09)
- Procedure for records management (PR-10)
- Procedure for changing of QM documents (PR-11)
- Procedure for internal audit (PR-12)
- Procedure for management review (PR-13)
- Procedure for Corrective and preventive activities (PR-14)
- Management of nonconformities (PR-15)
- Resolving of Complaints and Appeals (PR-16)
- The procedure of recognition of certification bodies (PR-17)
- Halal quality Certification Scheme – list of documents (LS-00)

Procedure of Halal certification involve following stages:
Client sends the filled Application form accompanied with:
 - List of products,
 - List of all indegredients with their Halal status .
a) Agency conducts Applicant review and supplementary information to ensure that:
  - Client can fill requirements of Halal standard,
  - Agency can perform the certification activity.
b) Agency and Client sign the Halal certification contract covering certification cycle.
c) Agency conducts First stage audit.
d) Client organizes internal audit that will confirm they have implemented requirments of Halal standard.
e) Agency carries out an external on-site audit (Second stage audit).
f) Committee for Halal certification evaluates the results of certification audit and make decision on issuing Halal certificate.
g) Once it is determined that Client has met the requirements of Halal standard, the Agency will award the Client with Halal certificate for a period of one (1) year. List of certified products will be defined in OB-01-2 attached to Halal certificate.
h) Agency performs auditing, evaluation and inspection of the Clients premises


Obligations of Agency in the certification procedure

During the certification process, the Agency is obliged to:
1. Informs the Client of the procedures that he / she implements and provides the forms necessary for documenting certification activities,
2. draft an Audit Plan that will contain the predicted dynamics and scope of work to be carried out in the certification process,
3. Complete the certification process within the prescribed time limit,
4. Ensure the protection of all data and information that the Client identifies as confidential

During the certification process, the client is obliged to:
1. settle all obligations towards the Agency arising under this Agreement,
2. provide and submit to the Agency all documentation necessary for the start of certification,
3. appoint the workers who will perform internal audit activities and provide them with the conditions for attending training organized by the Agency,
4. provide the conditions for auditors of the Audit Agency,
5. Provide insight to the auditors of the Agency in the documentation necessary for harmonizing the production process with the requirements of the halal standard, from the input of the raw material to the output of the finished products,
6. Adheres to all instructions for introducing halal quality which are defined in the Halal standard and other acts of the Agency,
7. it owns at least one original copy of the latest edition of Halal standard BAS 1049, issued by the Institute for Standardization of Bosnia and Herzegovina,

After awarding the certificate to the Client, the Agency has the right and obligation to:
1. performs checking and supervision over application of the Halal Client's requirements through announced or unannounced audits and sampling of its certified products from the market,
2. warns the Client if he notices any deviation from the contracted obligations,
3. Investigate the objection of buyers and other interested persons related to the certified product,
4. Decides on suspension and / or permanent withdrawal of the certificate and forbids the further indication of the Halal logo on its products if the Client violates the contractual obligations, the provisions of the Halal standard and the Halal Quality Certification Procedure,
5. Publicly announced and announced that the Client had received a certificate and that his products were halal,
6. The client will be informed promptly about new requirements and changes in relation to halal production.

Obligations of Halal certified client
a) The Client shall always meet the Halal standard requirements, including the application of appropriatemodifications when notified to by the Agency.
b) The client complies with all the requirements that may be prescribed in the certification scheme and relate to the use of the Halal mark and to information related to the product.
c) When referring to the certification of its product in media, such as documents, brochures or advertisements, the client does so in accordance with the requirements of the Agency or as
specified in the certification scheme.
d) The Client shall not use the halal certification of his products in order to cause distrust of the Agency andwill not make any declarations relating to the halal certification of his products which the Agency might consider it would lead to a misconception or that there is no authorization for it;
e) If the client provides copies of the certification documents to others, then the documents must be reproduced in full or as specified by the Agency’s Certification Scheme.
f) Shall inform the Agency without delay of changes that may adversely affect its ability to comply with the requirements of the halal standard. Examples of changes can be: legal, commercial, organizational status or ownership, organization and management (e.g. key management, decision makers or technical staff), product modification or production methods, addresses and production sites, major changes in the quality
g) Shall stop using or making reference to halal certification after the suspension, withdrawal or expiration of the certification.

 

Odgovornost za islamske principe / Islamic responsibility

Agencija je institucija čiji je osnivač i jedini vlasnik Islamska zajednica u Bosni i Hercegovini i po svom ustrojstvu i zakonskoj registraciji je uspostavljena kao islamska institucija. Islamski principi i/li islamska pravila su osnova za utvrđivanje organizacijskih ciljeva i politika Agencije.

The Agency is an institution founded and fully owned by the Islamic Community in Bosnia and Herzegovina and its organization and the legal registration was established as an Islamic institution. Islamic principles and / or Islamic law are the basis for establishing the organizational goals and policies of the Agency.

Svi uposlenici Agencije i osoblje koje je uključeno u audit i druge aktivnosti halal certificiranja moraju biti muslimani stručno osposobljeni u relevantnim oblastima i posvećeni primjeni islamskih principa, posebno onih koji se odnose na halal. Na svakom organizacijskom nivou, u svim odborima, komisijama i aktivnostima obavezno je prisustvo i aktivno učešće osobe koja posjeduje odgovarajuće kvalifikacije u oblasti islamskih znanosti.

All employees of the Agency and other personnel involved in audit and other Halal certification activities shall be technically competent and ethically committed to Islamic principles, especially those pertaining to halal. At each organizational level, in all the committees, commissions and activities it is required the presence and active participation of persons with the appropriate qualification in the field of Islamic sciences.

Nepristrasnost / Impartiality

Agencija je odgovorna za nepristrasno provođenje aktivnosti certifikacije i ne dozvoljava da komercijalni, finansijski ili drugi pritisci utiču na nepristrasnost. Politika halal certificiranja sadrži odredbe o obavezi pružanja usluga u skladu sa principima otvorenosti, nepristrasnosti, nezavisnosti i povjerljivosti. Ovaj dokument usvaja Upravni odbor Agencije.

The Agency is responsible for impartial conduct certification activities and does not allow commercial, financial or other pressures affecting impartiality. The Policy of Halal Certification contains provisions on the obligation to provide services in accordance with the principles of openness, impartiality, independence and confidentiality. This document is to be approved by the Management Board of the Agency.

Organizacijska struktura Agencije uspostavlja se na način da se osiguraju uvjeti za provedbu principa nepristrasnosti. Komitet za nepristranost je ovlašten da obavi analizu aktivnosti organizacijskih dijelova Agencije i pojedinaca koji su uključeni u aktivnosti Agencije i utvrdi postojanje rizika po nepristranost koji može proisteći iz njihovog djelovanja. Kada god se utvrdi moguće narušavanje principa nepristrasnosti Agencija će poduzeti odgovarajuće mjere.
The organizational structure of the Agency shall be established so as to ensure conditions for the implementation of the principle of impartiality. The Committee for impartiality is authorized to carry out analysis of the activities of the Agency and the individuals involved in the activities of the Agency and discover the existence of risks to impartiality that may result from their actions. Whenever determine possible violation of the principle of impartiality, the Agency shall take appropriate measures.

Osoblje Agencije je slobodno od komercijalnih, financijskih i drugih pritisaka koji mogu utjecati na njihove odluke. Naknade za osoblje nisu direktno povezane sa rezultatima usluga koje pružaju pojedinačnim klijentima.
Agency staff is free from commercial, financial or other pressures that might affect their decisions. Charges for staff not directly related to the results of the services provided to individual customers. The staff of the Agency, including external experts, members of boards and commissions that may have an impact on the Halal certification activities must adhere to the principle of impartiality.

Osoblje Agencije, uključujući vanjske saradnike, članove odbora i komisija, koje može imati utjecaj na aktivnosti certificiranja, mora se pridržavati principa nepristrasnosti. Kada se utvrdi da aktivnosti osoblja, tijela ili organizacija povezanih sa Agencijom predstavljaju rizik za nepristrasnost, Agencija će poduzeti mjere za očuvanje vlastite nepristrasnosti.
The staff of the Agency, including external experts, members of boards and commissions that may have an impact on the Halal certification activities must adhere to the principle of impartiality. When it is determined that the activities of staff, bodies or organizations associated with the Agency represent a risk to impartiality, the Agency will take measures to preserve their impartiality.

Aktivnosti ocjenjivanja usklađenosti za koje akreditacijski standardi nisu jasno utvrdili obavezu primjene principa nepristrasnosti, ne moraju se dostavljati na ocjenu Komitetu za nepristrasnost.
Conformity assessment activities for which accreditation standards are not clearly established obligation to apply the principles of impartiality, does not have to be submitted for evaluation to the Committee for impartiality.

Komisija za Halal certificiranje / Committee for Halal certification
Komisija za Halal certificiranje ima najmanje tri člana koje imenuje Upravni odbor Agencije. Najmanje jedan član Komije je ekspert za Islamska pitanja. Članovi Komisije za Halal certificiranje potpisuju Ugovor sa Agencijom koji opisuje njihove aktivnosti, uključujući zakonske odredbe i odgovornosti za primjenu pravila Agencije.
The Committee is consisted of at least three members appointed by the Managing Board of the Agency. At least one member is Islamic affairs expert. The members of Committee for Halal Certification have signed agreement with Agency covering their activities, include applicable legal provisions and responsibility to obey the rules of the Agency.

Članovi Komisije su odgovorni da odluke donose samostalno, nezavisno of materijalnog i finansijskog interesa koji može negativno utjecati na njihovo odlučivanje. Sastanke Komisije organizuje Agencija, prioritetno u prostorijama Agencije ili na drugoj lokaciji koja je pogodnija za većinu članova Komisije, uvažavajući uvjete za putovanje i druge praktične razloge. Prostor u kojem zasijeda Komisija treba biti opremljen tako da omogući adekvatne uvjete za rad.
The Committee members are responsible to make decision independently, free from any material or financial interest that may negatively affect decision. Meetings of the Committee are organized by the Agency, preferably at Agency’s premises or other location which is more suitable for majority Committee members considering need for travelling and other practical reasons. Meeting venue need to be equipped on the way to provide appropriate working conditions.

Članovi Komisije moraju imati opća znanja o zahtjevima Halala, primjenjivim standardima, procedurama i relevantnim državnim propisima. Kompetencije i kvalifikacije članova Komisije definirane su u dokumentima Upravljanje ljudskim resursima (HRM), a trebaju ispunjavati ili poznavati najmanje:
a) Islamska pravila koja se odnose na Halal certificiranje,
b) Zahtjeve Halal standarda, procedure i interne odredbe Agencije,
c) Klasifikacija neusklađenosti i nivo rizika u odnosu na zahtjeve Halala,
d) Određivanje odgovarajućih korektivnih mjera,
e) Pregled i odlučivanje o korektivnim aktivnostima koje su poduzete radi eliminacije neusklađenosti.

The Committee members shall have overall knowledge on Halal requirements, applicable standards, procedures and relevant national regulations. Their competences and qualification shall satisfy criteria defined in Human Resources Management document, covering at least followings:
a) Islamic principles related to Halal certification;
b) Requirements of Halal standard, procedures and internal regulations of Agency;
c) Classification of nonconformities and their risk level to Halal requirements;
d) Determination of proper corrective actions;
e) Reviewing and deciding on corrective action taken for eliminating nonconformities.

Lista članova Komisije / Committee members list

 Ime i prezime/Name and surname Kvalifikacije/Qualification 
 Dr. Osman ef. Kozlić Doktor šerijatskog prava 
PhD of Shariah science
 Dr. Sc Midhat Jašić Doktor prehrambene tehnologije i nutricionizma 
PhD of food technology and nutrition
 Mr. Amir Sakić dipl. fil. Diplomirani filolog 
The professor of philology
Dr. Sc. Ahmed Hatunić Doktor islamskih nauka
PhD of Shariah science 
Dr. Sc. Mirsad Arnautalić Doktor islamskih nauka 
PhD of Shariah science
MA. Sc. Damir Alihodžić dipl. ing. Magistar prehrambene tehnologije 
Master of food technology
MA. Sc. Faruk Mulabdić Magistar veterinarskih nauka 
Master of veterinary science
Mr. Adis Islamović, dr. vet. Med. Specijalista veterinarske medicine 
Specialist of veterinary medicine
Dr. Sc. Miralem Smajić Doktor farmaceutske industrije 
PhD of pharmacy
Mrs. Dr. Sc. Remzija Cvrk, dipl. Ing. Doktor prehrambene tehnologije 
PhD of food technology - Specialization for oils and fats
Mrs. Vildana Džafić, dipl. ecc. Diplomirani ekonomista 
Economist; Education for halal cosmetics
Mr. Valdet Peštalić Konsultatnt za mala i srednja preduzeća 
Consultant for small and medium enterprises
Dr. Sc. Benjamin Muhamedbegović, dipl. ing. Doktor prehrambene tehnologije 
PhD of food technology

 

Komitet za nepristrasnost / Committee for safeguarding of impartiality

Komitet za zaštitu nepristrasnosti je sastavljen od predstavnika različitih zainteresiranih strana kako bi se osigurala jednaka i pravična zastupljenost i osigurala mogućnost razmatranja svih pitanja koja mogu utjecati na nepristrasnost i povjerenje u pružene usluge. Komitet je ovlašten da provjeri eventualno postojanje sukoba interesa, procijeni rizike, te usvoji i provede potrebne mjere.
The Committee for Safeguarding Impartiality consists of representatives of stakeholders in order to ensure equal and fair representation and to provide possibility for determination of any issue that affects or may affect impartiality of and confidence in the service provided. The Committee is authorized to check existance of conflict of interests, to determine risks and to take and implement necessary measures.

Komitet za očuvanje nepristrasnosti ima pravo zatražiti pristup svim informacijama u vlasništvu Agencije za koje su utvrdi da su relevantne za ocjenu nepristrasnosti. Međutim, one aktivnosti Agencije za koje referentni standardi ne zahtijevaju ocjenu ili provjeru nepristrasnosti, ne mogu biti predmet razmatranja Komiteta za očuvanje nepristrasnosti.
The Committee for safeguarding impartiality has been granted right to get access to all information owned by Agency which are deemed relevant for impartiality assessment. However, the activities of the Agency which are not considered as required to be assessed for impartiality by referenced standards, may not be taken in consideration by the Committee for safeguarding impartiality.

Islamska zajednica, koja je islamski autoritet u Bosni i Hercegovini, na zahtjev Agencije imenuje svog predstavnika u Komitet za očuvanje nepristrasnosti, sa zadatkom da vodi računa o svim situacijama vezanim za različit nivo poznavanja, primjene i razumijevanja islamskih pitanja, a koje mogu utjecati na nepristrasnost. Imenovani predstavnik treba da ima fakultetsko obrazovanje u oblasti islamskih nauka.
The representatives of Islamic community of Bosnia and Herzegovina, which represents Islamic authority in this country, shall be appointed to Committee for safeguarding of impartiality with mandate to take due care of any discrepancies in Islamic knowledge, practice and understanding, which are likely to compromise the impartiality.

Lista članova Komisije za nepristrasnost /Committee for impartiality&Komisije za prigovore i žalbe/ Committee for appeal and complıants

Ime i prezime/ Name and surname

Kvalifikacije/Qualification

Kompetencije/Competence*

Ahmed-ef. Huskanović

hafiz Fakultet Islamskih nauka/ Faculty of Islamic Sciences

Ekspert za islamska pitanja/Islamic Affairs expert

Vedad Halilović

Master’s Degree, International Business/Trade/Commerce

Tehničkiekspert/Tehnical expert

Azra Sinanović

Faculty of Veterinary Medicine Dr. of Veterinary Medicine

 

Prigovori i žalbe vlasniku šeme / Complaints and appeals to the scheme owner

Žalbe protiv odluka Agencije te pritužbe na rad osoblja ili organa Agencije treba u prvom stupnju uputiti Agenciji.
Agencija ima dokumentovani proces za primanje, vrednovanje i donošenje odluke o prigovorima i žalbama, koji je sadržan u dokumentu Rješavanje prigovora i žalbi (PR-16). Agencija evidentira i prati prigovore i žalbe, kao i mjere koje su poduzete da se one riješe. Prigovori i žalbe mogu se uputiti putem telefona: 00 387 35 258 427 i/ili na e-mail: Ova adresa el. pošte je zaštićena od spambotova. Omogućite JavaScript da biste je vidjeli. / Ova adresa el. pošte je zaštićena od spambotova. Omogućite JavaScript da biste je vidjeli.

Appeals against decisions of the Agency and complaints against staff or organs of the Agency should be submitted in the first instance to the Agency.
The Agency has a documented process to receive, evaluate and make a decision on complaints and appeals, which is defined in the document is the document Resolving of complaints and appeals (PR-16). The Agency shall record and monitor complaints and appeals, as well as the measures taken to resolve those.