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Complaints & Appeals

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Suggestions, Complaints, Appeals, & Misuse of Certification or RACERT Logo

Your right, our responsibility.

RACERT is committed to delivering impartial, transparent, and equitable certification and assessment services to all clients. We highly value feedback from stakeholders, certified organisations, and concerned parties, as it helps us enhance our services.

We are dedicated to addressing all suggestions, complaints, appeals, and concerns regarding misuse of certification status or the RACERT logo in an appropriate and timely manner.

Complaints Process

Appeals Process

Misuse of Certification or RACERT Logo

Contact RACERT

Complaints Process

A complaint refers to any formal expression of grievance or dissatisfaction with a certification decision, service, or performance of RACERT or its staff that requires a response.

How We Handle Complaints

  • Acknowledgment – Complaints are acknowledged within 5 working days of receipt.
  • Investigation & Assessment – RACERT immediately initiates an internal complaint management process to investigate, analyse, and assess the complaint.
  • Resolution Timeline – The Compliance Manager ensures a formal response within 30 days of receiving the complaint.

Types of Complaints

  • Service-Related Complaints – Concerns regarding RACERT’s performance, processes, or staff.
  • Compliance or Certification Decision Complaints – These are handled as appeals (see next section).
  • Business Disputes – Other operational matters that do not impact certification status.

Appeals Process

An appeal is a formal request to RACERT for reconsideration of a certification decision.

Appeal Procedure

  • The appellant must submit a written appeal to the Chief Business Officer - CBO within 30 days of the certification decision.
  • The Appeals Panel, an independent and impartial body, will review and assess the appeal.
  • RACERT acknowledges receipt of the appeal within 5 working days.
  • The Compliance Manager communicates the final outcome of the appeal to the appellant.

Note: The decision made by the Appeals Panel is final, with no further appeal process available.

Misuse of Certification or RACERT Logo

Certified organisations must use the RACERT certification and logo in strict compliance with branding guidelines.

Misuse Includes

  • Using the RACERT logo after suspension or withdrawal of certification.
  • Misrepresenting certification scope or status.
  • Making false or misleading certification claims.

Actions Against Misuse

  • Formal notification with corrective action requirements.
  • Public notice or legal proceedings if misuse continues.
  • Suspension or withdrawal of certification if violations persist.

Contact RACERT

For complaints, appeals, or reporting misuse of certification, please contact:

  • info@racert.com
  • RACERT remains committed to equitable, impartial, and transparent handling of all concerns, ensuring trust in our certification processes.
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