Complaints & Appeals

An organization may appeal a certification decision in writing within 30 days, stating its grounds and submitting any new or clarifying evidence. The appeal is reviewed by someone with no role in the original audit or decision.

Any person - including an employee, a former employee or a representative body - may raise a concern about a certified organization or about the conduct of an assessment.

A complaint concerning pressure on survey respondents is treated as an integrity matter. The complainant's identity is not disclosed to the organization concerned.

A complaint may result in no action, additional evidence requirements, an integrity flag, a suspension or a withdrawal. Aggregate outcomes are published in the annual transparency report.

The complaints address and submission form will be published with the legal entity.