Any client, applicant, certified organization, consumer, regulator or other interested party may submit a complaint, appeal, petition or request without registration and without discriminatory treatment.
What each route means
- Complaint: dissatisfaction concerning conduct, service, a certified client or another activity.
- Appeal: a request by the affected party to reconsider a certification decision.
- Petition or request: a request for information, action or clarification.
How to submit
Use the secure form below or email comercial@sistemacertification.com. Include contact details, the organization or certificate involved, the decision or conduct in question, relevant dates, requested outcome and available evidence. Anonymous information may be evaluated, but a response cannot be provided without contact details.
Who handles the matter
Administrative Coordination receives, logs and acknowledges submissions. A competent reviewer who was not involved in the activity or decision evaluates admissibility and investigates. Appeals are decided by a competent person or committee independent of the original evaluation and decision. When the matter concerns a certification issued by Quality Sistema, it is formally referred to the responsible certification body while Sistema coordinates communication.
Process and timeframes
- Acknowledgement: within 5 business days.
- Initial review: within 10 business days to confirm classification, completeness, responsible body and any additional information required.
- Investigation: evidence is collected and relevant parties may be consulted. The subject of a complaint is not used to decide the outcome.
- Written outcome: targeted within 30 business days after the file is complete.
- Complex matters: if more time is required, the submitter receives a reason and progress update at least every 20 business days.
Fairness, confidentiality and escalation
Submission, investigation and decision do not result in discriminatory action. Information is shared only as needed for a fair review or when legally required. If the complainant or appellant remains dissatisfied after completion, the outcome identifies any available escalation to the responsible certification body, scheme owner, accreditation body or competent authority. An appeal does not automatically suspend the contested decision unless the applicable procedure determines otherwise.
Closure and records
The written closure records the issue, evidence reviewed, decision, reasons, corrective action where applicable and available escalation. Records are retained under the applicable certification and data-protection requirements.