How can I file a complaint?
All organizations involved in a certification process have systems to track and follow up on complaints and concerns. Filing a complaint is easy: It has to be in writing, state that it is a complaint and make reference to objective evidence of how the certificate holder, certification body or ASI is alleged to be in non-fulfillment of the requirements.
It is the role of the certification body to investigate complaints about certificate holders in the first instance. You can refer to the scheme’s certificate database to find the responsible certification body and submit the complaint directly to them.
If the certification body is not able to resolve the complaint, the responsible ASI Accreditation Program Manager will address the problem together with the respective certification body and follow up during the annual assessment process. If the problem has not been resolved, it will be registered as a nonconformity. Continuing nonconformities can lead to a certification body’s suspension. In severe and urgent cases, based on risk evaluations, short-notice assessments or compliance audits can be arranged.
Relevant Documents:
ASI-PRO-20-104 (Complaints Procedure) (Version 3.0 - 11-08-2010, 164.96 kB)- FSC Certificate Database
- MSC Supplier Directory
