Complaints
& Appeals
Objective
Complaints and appeals relate to the resolution of disputes regarding UCSL's activities.
Complaint: An expression of dissatisfaction made to UCSL related to its activities or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. This includes expressions of dissatisfaction with how UCSL's internal and external personnel or subcontractors meet the requirements of the certification system or how they apply the normative documents of certification schemes. It also includes expressions of disagreement from stakeholders regarding actions taken by certified organizations within the framework of issued certificates.
Appeal: A request from stakeholders contesting UCSL's decisions related to the certification process, including certification decisions, decisions on complaints, validity dates, and/or the scope of 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.
Complaint: An expression of dissatisfaction made to UCSL related to its activities or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected. This includes expressions of dissatisfaction with how UCSL's internal and external personnel or subcontractors meet the requirements of the certification system or how they apply the normative documents of certification schemes. It also includes expressions of disagreement from stakeholders regarding actions taken by certified organizations within the framework of issued certificates.
Appeal: A request from stakeholders contesting UCSL's decisions related to the certification process, including certification decisions, decisions on complaints, validity dates, and/or the scope of 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
Required Information complaints and appeals must include:
1. The complainant's name and contact details
2. The subject of the appeal
3. Identification of potential parties involved in the conflict
4. A description of the complainant's involvement in any preceding cases leading to the complaint
5. The decision being proposed/provided
Timeframe for submission: complaints and appeals must be submitted within 30 days from the date of the incident prompting the submission.
Processing complaints
Addressing complaints: complaints should be directed to the UCSL CEO. Complaints will be:
Decision timeline: a decision on the complaint will be made within 3 months of its receipt. If objections are also being considered, the 3-month period may be extended until the objections process is completed.
Appeals process
Further actions
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.
Record keeping
UCSL will maintain records of all formal disputes, actions taken, and the effectiveness of those actions to ensure accountability and continuous improvement in the complaints and appeals management process.
1. The complainant's name and contact details
2. The subject of the appeal
3. Identification of potential parties involved in the conflict
4. A description of the complainant's involvement in any preceding cases leading to the complaint
5. The decision being proposed/provided
Timeframe for submission: complaints and appeals must be submitted within 30 days from the date of the incident prompting the submission.
Processing complaints
Addressing complaints: complaints should be directed to the UCSL CEO. Complaints will be:
- Registered and an initial review within 10 working days of receipt will be performed
- The complainant will be notified in writing using the contact details provided.
Decision timeline: a decision on the complaint will be made within 3 months of its receipt. If objections are also being considered, the 3-month period may be extended until the objections process is completed.
Appeals process
- Evaluation by the Appeal Panel (AP): complainants may request that formal disputes be reviewed by an impartial and independent Appeal Panel. The AP ensures no discriminatory impact on the complainant.
- Decision timeline for appeals: the AP will issue a decision within 3 months of accepting the appeal for processing.
- Notification of decisions: decisions made by the AP will be communicated to all parties involved in the case within 5 days of the decision date.
Further actions
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.
Record keeping
UCSL will maintain records of all formal disputes, actions taken, and the effectiveness of those actions to ensure accountability and continuous improvement in the complaints and appeals management process.
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.