Basil Quality Testing Lab Private Limited (“Basil”) is committed to operating with integrity, impartiality, and transparency across our testing, inspection, certification, and audit activities. Basil welcome complaints, concerns, and feedback from clients, factories/suppliers, workers, brand representatives, and other stakeholders. Your input helps us strengthen service quality and trust.

What you can submit

You may submit a complaint or concern related to:

• Service quality, accuracy, or conduct during testing/inspection/audit activities
• Ethical concerns, conflicts of interest, or impartiality concerns
• Confidentiality issues or misuse of information
• Delays, communication issues, or dissatisfaction with outcomes/process
• Any behavior that may breach Basil’s professional standards

How to submit a complaint

You can submit a complaint through any of the following channels:

1. Email: Integrity@basilrl.com

How Basil reviews and resolves complaints:

 

Confidentiality & non-retaliation

• Basil treats complaint information as confidential and restricts access to authorized personnel only.
• Complainants will not face retaliation for raising concerns in good faith.

Appeals (if you disagree with the outcome)
If you are not satisfied with Basil’s resolution, you may submit an appeal within 15 calendar days of receiving the response. Appeals are reviewed by a person(s) not involved in the original decision.

Records & continual improvement
Basil maintains records of complaints, investigations, decisions, and corrective actions. Trends are periodically reviewed to improve procedures, competency, and service delivery.

Accessibility
This procedure is publicly available. For assistance submitting a complaint, contact: info@basilrl.com