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.