Complaints and appeals are handled in accordance with established procedures and are made available on request. The notification deadlines for receipt of the complaint / appeal and formal response by APCER to the complainant / appellant are set forth in these procedures and meet the requirements of the owners of the certification scheme, where applicable.
Complaints addressed to APCER can be related to services provided by APCER or complaints about Entities certified by APCER.
APCER notifies the complainant/appellant of the receipt of the complaint and shall process it. APCER gathers and verifies all necessary information to validate the complaint. The analysis and treatment of the claim are performed by individuals not previously involved in the process, defining and implementing any action as deemed appropriate. APCER gives notice of the end of the process to the complainant.
APCER considers an appeal any complaint presented by the Entity concerning the certification decision, within 30 days following the communication of the decision.
The appeals are evaluated by the Appeals Committee of APCER, which is composed by members that are independent from the certification process subject of the appeal. There is no appeal from the deliberations of this Committee.