ACS Registrars is committed to ensuring that all complaints and appeals related to its certification activities are managed in a fair, impartial, transparent, and timely manner, in accordance with applicable international standards, accreditation requirements, and documented management system procedures.

Complaints and appeals are handled objectively and without discrimination, and their resolution is independent of commercial, financial, or other undue influences.

Complaints

A complaint is an expression of dissatisfaction related to the certification activities of ACS Registrars, including but not limited to 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 managed through a documented process that ensures:

• Formal receipt, identification, and recording of the complaint

• Acknowledgement of receipt to the complainant

• Evaluation to determine validity, relevance, and required actions

• Investigation conducted in an impartial and objective manner

• Resolution and corrective actions, where applicable, implemented in a timely manner

• Communication of the outcome to the complainant

The handling of complaints is independent of commercial, contractual, financial, or competitive considerations.

Submitting a complaint does not result in any discriminatory or retaliatory actions against the complainant.

Appeals

An appeal is a formal request by a certification applicant or certified organization for reconsideration of a certification decision made by ACS Registrars.

Appeals are processed through a documented and controlled procedure that ensures:

• Independence of the appeal review from the audit team and personnel involved in the original certification decision

• Review and evaluation of all relevant information, records, and objective evidence

• Decisions based solely on applicable certification requirements

The responsibility for reviewing and deciding on appeals is assigned to personnel or a committee that has not been involved in the audit or the original certification decision.

The appellant is:

• Acknowledged upon receipt of the appeal

• Informed of the progress of the appeal review

• Notified in writing of the final decision and its justification

Impartiality and Confidentiality

All complaints and appeals are managed in a manner that safeguards impartiality and confidentiality throughout the process.

Information obtained during the complaints and appeals process is treated as confidential and is disclosed only when required by law, accreditation requirements, or with the consent of the involved parties.

Escalation

If a complainant or appellant is not satisfied with the outcome of the complaints or appeals process, they may escalate the matter to the relevant accreditation body in accordance with applicable accreditation rules.

Submission of Complaints and Appeals

Complaints and appeals shall be submitted in writing using the official contact details provided on the ACS Registrars website.

Information regarding the complaints and appeals process, including applicable procedures, responsibilities, and timelines, is available upon request.