Suggestions, Complaints, Appeals and Misuse of Certification Status or RACERT Logo with Equity
It is imperative to RACERT that impartial and transparent assessment and certification services are provided to each client. We highly appreciate and encourage comments and feedback from concerned parties on the performance of the applicant and certification body to improve services.
We vow to address all enquires including suggestions, complaints, appeals, and misuse of certification status or RACERT logo with equity, in an appropriate and timely manner.
Complaints
Expressions of grievance or dissatisfaction with a certification, service, or performance of RACERT or staff that require a response are managed as complaints.
Upon receipt of a complaint, RACERT acknowledges the complaint within 5 days of receipt and immediately initiates an internal complaint management process to investigate, analyze and assess the complaint. All complaints responses are made by the Compliance Manager within 30 days of receipt of the complaint. Complaints about compliance or certification decisions are handled as appeals, while all other issues involving complaints are handled as business disputes.
Appeals
An appeal is a request for RACERT to reconsider a certification decision, the customer can contest the findings by making an appeal in writing, addressed to the Compliance Manager.
All appeals will be dealt with as complaints and upon receipt of a complaint, an acknowledgment will be provided within 5 days of receipt.
The Appeal Panel will be responsible for deciding on the outcome of the appeal. The Appeals Panel ensures the independence and impartiality of the appeal process. The compliance manager will inform the client about the out of the appeal.
Application for Complaints and Appeals
Please contact us to lodge a complaint or appeal. All requests must be made in writing to the Compliance Manager. You may also file a complaint or appeal a decision by sending an email to certifications@wordpress-50297890405.devrimsdemo.com
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