United Certification Systems Ltd
Complains
& Appeals
Objective
Complaints and appeals are related to dispute resolution issue.

Complaint – an expression of dissatisfaction made to an organization, related to its activities, manufactured products, or complaints handling process itself, where a response or resolution is explicitly or implicitly expected, as well as an expression of dissatisfaction with how executives and/or employees and/or subcontractors of UCSL meet the requirements of the certification system or how they invoke normative documents of GSTC and/or UCSL, and also an expression of disagreement made by the stakeholders in relation to certain actions of a certified organization in the process of conducting business within the framework of certificate issued.

Appeal – stakeholder appealing of UCLS's decision related to the certification process, certification decisions, decisions on complaints, validity date, scale and/or scope of the certificate.

If any ground, complaints and appeals may be submitted in writing to UCSL from all kind of stakeholders including certification applicants, UCSL clients, communities and residents, government, administrations, NGO's etc.

The internal procedure based on the requirements of ISO 17065: 2012 establishes the system for receiving, evaluating, and resolving complaints and appeals.

Executive summary of the procedure of Complaints and Appeals Management
Complaint and appeal should include:
  1. the complainant's name and contact details
  2. specifies the appeal's subject;
  3. determines the potential parties of the conflict;
  4. describes the complainant's participation in the cases which have preceded the application and have led to the submitting of the complaint to UCSL;
  5. provides the decision.

The complaint and appeal shall be submitted within 30 days since the date of the case caused it.

The complainants have the opportunity for formal disputes to be evaluated by the Appeal Panel. The Appeal Panel is impartial and independent from the audit evaluation and certification decision of the client.

Within 3 days, complainants are informed in written form that the complaint/appeal is received.

After making the decision on the complaint/appeal with its detailed justification this decision is made available to the parties within 3 days.

Within 45 days of receiving of the appeal accepted for processing, AP shall process the appeal and take a decision.

AP's decisions shall not lead to discriminative impacts on a complainant.

The complainant has 5 days to provide feedback.

If any party has not been satisfied with the AP's decision, any stakeholder participating in the consideration of the dispute may submit a petition on consideration of this dispute directly with the highest instance.

UCS shall keep a record of formal disputes, actions taken, and the effectiveness of these actions
Results of review
In this section UCSL will publish results of investigation of complaints and appeals, submitted and reviewed in accordance with the relevant procedure.