Complaints and grievances
As it is common practice for certification services, the strict confidentiality requirements also apply for the handling of complaints and grievances.
Complaints/grievances 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.
Complaints are customer’s objections against decisions of the certification body (appeal).
Grievances are objections against certified management systems of SQS customers.
SQS supervisory committee for complaints
The SQS has a supervisory committee, which can intervene in disputes concerning certified organisations and complaints 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.