APPEALS AND COMPLAINTS HANDLING PROCESS

• Clients of ISO CERT INTERNATIONAL may appeal any decision made by ISO CERT INTERNATIONAL to deny, withdraw, cancel, or suspend certification.
• Complaints will only be accepted from entities that have a valid contractual relationship with ISO CERT INTERNATIONAL or have a legitimate interest in the certifications issued by ISO CERT INTERNATIONAL. Such complaints must be related to the certification program requirements, except in exceptional circumstances (e.g., a report of a client misusing the certification).
• In the event of any dispute, the matter shall be resolved in accordance with the laws of United Kingdom or the Kingdom of Saudi Arabia (KSA).
• Upon receipt of a request, complaints and appeals are acknowledged to the sender within five working days. The General Manager shall coordinate with the concerned person to resolve the issue.
• For complaints and appeals received from individuals or entities who are not ISO CERT INTERNATIONAL clients, consideration will be given as to whether a response is appropriate, taking into account potential liability. In such cases, the content of the response shall be coordinated with the concerned client. This process is subject to confidentiality requirements.
• Personnel assigned to investigate complaints and appeals shall be independent from those who conducted the audits or made the certification decisions, and no discrimination shall be made against the appellant or complainant.
• The Appeals Panel shall consist of members from the Impartiality Committee or individuals deemed competent by the Committee to review the appeal.
• The resolution process for a complaint or appeal includes the following steps:

  • Investigation, including analysis of the situation and assessment of potential business impacts
  • Structured response, including root cause analysis, correction, and corrective action
  • Implementation of corrective and preventive actions
  • Communication of findings and actions taken to the client
  • Monitoring the results to verify that the solution has been implemented and is effective
  • Maintaining records and ensuring traceability of all related documents
  • Follow-up to ensure the sustainability of both the resolution and its results

• An initial response shall be provided to the complainant within five working days. An audit may be initiated as part of the investigation process, and the client shall be informed of the reasons for conducting the audit.
• The complaint or appeal shall be closed within 90 days from the date of receipt. ISO CERT INTERNATIONAL shall inform the client of their right to escalate the matter to the Accreditation Body if the client is not satisfied with the outcome or if the complaint has not been resolved.