If the applicant organization wishes to appeal for the decision of the certification body, it must send a written complaint to the certification body. Deadline for submission of complaints is not later than 1 month after receiving the report on the results of the certification (surveillance) audit. Filing an appeal does not suspend the operation of the decision.
Complaint, with resolution of the head of the body, goes to the Deputy Director, who provides preparation of necessary documents. Personnel involved in the conduct of audits and decisions on certification, is not attracted to work with the complaint.
The decision on the complaint is made within 1 month. Consideration of the complaint can be carried out at a meeting of Certification Council. Applicant organization is notified in writing on the results of the decision.
In case if the certification body receive complaints, relating to the certified applicant organizations, the certification body collect and verify all necessary information to validate the complaint. Unplanned surveillance audit can be conducted. In this case, the certification body provides the necessary confidence in relation to the complainant and the subject of the complaint.
Applicant organization is notified in writing on the results of the decision.
The decision to disclose the subject of the complaint and a decision taken the certification body makes together with the organization and the complainant.