- Complaint
- Appeals
Definition
A complaint is a form of dissatisfaction submitted by any party — whether a client, a third party, or the general public — regarding the activities of the certification body or one of its certified clients.
Complaints may include issues related to auditor behavior, audit results, the certification process, or the misuse of certificates and certification marks.
Purpose
The primary objective of the complaint-handling mechanism is to ensure that every expression of dissatisfaction is addressed fairly, transparently, and impartially, while serving as a means for continuous improvement within the certification body’s management system.
Applied Principles:
Openness: Every party has the right to submit a complaint in writing.
Objectivity: Complaints are evaluated based on valid and verifiable evidence.
Confidentiality: The identity of the complainant and the content of the complaint are protected.
Impartiality: The process is handled by personnel with no conflict of interest.
Timeliness: The certification body provides responses and resolutions within a reasonable timeframe.
Through this system, the certification body is committed to maintaining integrity, credibility, and public trust in the certification process it conducts.
How to Submit a Complaint
Our organization provides an official Complaint Form, which can be accessed through the following link:
Definition
An appeal is a formal request submitted by a client to the certification body to review a certification decision that has been made.
An appeal is typically submitted when the client believes that the decision of the certification body does not align with the facts, audit evidence, or applicable requirements.
Examples of decisions that may be appealed:
Rejection of a certification application;
Suspension or withdrawal of a certificate;
Rejection of certification renewal;
Rejection of audit recommendations.
Purpose
The appeal process ensures fairness and transparency for clients regarding any certification decision that affects the status of their certificate.
Principles Applied:
Independence: Appeals are handled by personnel who were not directly involved in the audit or the disputed decision.
Fairness: Each appeal is reviewed objectively and based on documented evidence.
Transparency: Clients are informed clearly about the stages and outcomes of the appeal process.
Continuous Improvement: The results of appeal evaluations are used as input for improving the certification system.
Through this mechanism, the certification body ensures that every client has the full right to submit an appeal in a professional, independent, and transparent manner, in accordance with ISO/IEC 17021-1:2015.
How to Submit an Appeal
Our organization provides an official Appeal Form, which can be accessed through the following link:
