Complaints & Appeals
ACS Registrars is committed to handling complaints and appeals in a fair, transparent, and impartial manner, in accordance with applicable international standards and accreditation requirements.
Documented processes are established to ensure that all complaints and appeals related to certification activities are addressed objectively and without discrimination.
Complaints
A complaint is an expression of dissatisfaction related to our certification activities, including the conduct of audits, certification decisions, or the behavior of personnel involved in certification.
Complaints may be submitted by certified organizations, applicants, or other interested parties.
All complaints are:
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Received and recorded through defined channels
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Evaluated to determine their validity and relevance
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Handled impartially and objectively
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Addressed in a timely manner
The handling of complaints is independent of commercial considerations and does not result in discriminatory actions against the complainant.
Appeals
An appeal is a request by a certification applicant or certified organization for reconsideration of a certification decision made by ACS Registrars.
Appeals are handled through a documented process that ensures:
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Independence from the audit team involved in the original decision
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Objective review of relevant information and evidence
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Decisions based solely on certification requirements
Personnel involved in the appeal process have not participated in the audit or certification decision being appealed.
Impartiality and Confidentiality
All complaints and appeals are handled in a manner that safeguards impartiality and confidentiality.
Information obtained during the complaints and appeals process is treated as confidential and is disclosed only where required by law, accreditation requirements, or with the consent of the involved parties.
Submission of Complaints and Appeals
Complaints and appeals may be submitted in writing through the contact details provided on our website.
Relevant information regarding the complaints and appeals process is available upon request.