General Information
If an appeal or complaint is filed with the certification or prequalification body, it is handled in accordance with the appeal and complaint management procedure. Appeals and complaints are handled confidentially. The filing, review, and decision regarding complaints and appeals do not result in any prejudice to the person filing the complaint or appeal. The procedure for handling complaints and appeals is public.
If you have a complaint or grievance, you must submit it to us in writing, by email, by mail, or via our contact form.
You may also contact us by phone. However, your request will not be processed until we receive your written notification.
Definition of “Claim”
Only a client may file a claim. Claims always pertain to decisions made as part of the certification or prequalification process, for example:
- the refusal to proceed with certification/prequalification
- changes to or restrictions on the scope of application or service areas
- decisions to reject, suspend, or revoke a certification or prequalification
Appeal Procedure
- Receipt is confirmed in writing within 3 business days
- The evaluation and decision are made by an independent team that is not involved in the appeal
- The appellant is notified in writing immediately, no later than 5 business days after the decision is made
- If no decision has been made after 20 business days, the appellant is informed of the estimated duration of the review and the reasons why no decision has yet been made
Definition of “Complaint”
A complaint may be filed by any person or organization. Complaints express dissatisfaction and concern the activities of the certification/prequalification body.
Complaint Procedure
- Receipt and processing of the complaint are confirmed in writing within 3 business days
- Within 15 business days, an objective investigation and assessment of the facts are conducted by individuals not involved in the matter
The complainant is notified in writing within 5 business days of the resolution of the issue