Appeals and complaints
As it is common practice for certification services, the strict confidentiality requirements also apply for the handling of appeals and complaints.
Appeals/Complaints can be sent to SQS by means of the respective online form.
SQS analyses the objections, checks especially the conformity with the current requirements and takes a decision. The final result will be communicated to the sender.
- Appeals are objections raised by an SQS certified organization against a certification decision of the SQS.
- Complaints are notifications or objections from an external body (e.g. organisations, consumers, authorities) about dissatisfaction with the activities and services of the SQS or with the activities and services of an organisation certified by SQS to which a reply/statement is expected.
SQS supervisory committee for appeals
The SQS has a supervisory committee, which can intervene in disputes concerning certified organisations and appeals related to them, and which makes final, binding decisions. The procedure for such cases is described in the Regulations for «SQS services and certification marks». In addition we refer to the SQS data protection regulations.
All SQS personnel involved in the processing of appeals are obliged to maintain strict confidentiality.