Complaints and Appeals Procedure

This procedure describes how IQ Cert receives, records, investigates and resolves complaints and appeals, in accordance with the requirements of ISO/IEC 17021-1. IQ Cert is responsible for all decisions taken, at all levels, in the handling of complaints and appeals.

• Complaint: an expression of dissatisfaction, by any person or organisation, regarding the activities of IQ Cert, the conduct of its personnel, or an organisation certified by IQ Cert.
• Appeal: a request by an organisation to IQ Cert for reconsideration of a decision taken in relation to certification (for example, refusal to grant, suspension, withdrawal or reduction of certification).

Complaints and appeals are submitted in writing, by e-mail to [email protected] or by post to the registered address of IQ Cert, and must contain:

• the identification and contact details of the complainant or appellant;
• a description of the subject of the complaint, or the contested decision together with the grounds for the appeal;
• the relevant documents or evidence.

Appeals must be submitted within 30 calendar days of notification of the contested decision.

Each complaint or appeal is registered on the date of receipt. IQ Cert acknowledges receipt in writing within 5 working days and verifies whether the complaint relates to certification activities for which it is responsible. If it does not, the complainant is informed accordingly.

The complaint is investigated by a designated person who was not involved in the activities that are the subject of the complaint. The investigation includes gathering and verifying the necessary information, determining the causes and the appropriate corrective actions.

The decision is communicated to the complainant in writing within 30 working days of registration. If the investigation requires more time, the complainant is informed of the progress and of the new deadline.

For complaints relating to a certified organisation, IQ Cert evaluates whether and to what extent the effectiveness of the certified management system is affected. The complaint is referred to the certified organisation at an appropriate time, and IQ Cert may conduct an additional short-notice audit.

IQ Cert determines, together with the certified organisation and the complainant, whether and to what extent the subject of the complaint and its resolution are made public.

The appeal is reviewed by persons who were not involved in the audit and in the contested decision. The appellant may be invited to provide additional information and is kept informed of progress during the review.

The decision on the appeal is taken within 45 working days of registration, is communicated to the appellant in writing together with the reasons, and is final at the level of IQ Cert. Lodging an appeal does not automatically suspend the contested decision, unless IQ Cert decides otherwise.

The submission, investigation and resolution of complaints and appeals do not result in any discriminatory action against the complainant or appellant. All information is treated confidentially; the identity of the complainant is not disclosed to the certified organisation without their consent, except where required by law.

If the complainant or appellant considers that the resolution provided by IQ Cert is not satisfactory, they may refer the matter to IQ Cert's accreditation body or to the competent courts.

IQ Cert keeps records of all complaints and appeals, of the investigations carried out and of the actions taken. These are reviewed periodically by management as a source of improvement of the certification processes.

Submit a complaint or an appeal