Procedures
Complaints and appeals
You have the right to challenge a decision or to file a complaint - every case is considered objectively and impartially.
Do you disagree with a certification decision? You can lodge an appeal. Do you have a grievance about our policy, a procedure, an action of a staff member or the activity of a certified operator? You can file a complaint.
Appeals are considered by the Appeals Committee - independently of the persons who took the contested decision. Complaints are considered by a person not directly connected with the case, and when they are against the company or the manager - by the Supervisory Board. This is how we guarantee objective and impartial consideration of every case.
How to file a complaint or an appeal
You submit
By email or on paper, with a description of the case and the available evidence. A complaint can also be made orally.
We register and acknowledge
We acknowledge receipt and register the complaint or appeal.
We consider it
The appeal is considered by the Appeals Committee. The complaint is considered by a competent person who is not involved in the case, and when it is against the company or the manager - by the Supervisory Board.
We reply in writing
You receive a reasoned decision on the appeal or a written reply on the outcome of the consideration of the complaint.
Time limits
Appeal against a certification decision
Complaint
Dispute
The procedure as written
The above is a brief summary. The full rules, time limits and responsibilities are described in the procedure - read it before submitting.
- QM 5.5 Complaints, appeals and disputes DOC · 314 KB
Important
Lodging an appeal does not suspend the validity of a certificate already issued, unless expressly decided otherwise. A complaint must contain details of the complainant - anonymous complaints are not considered.