[DRAFT FOR USGSR APPROVAL — align with the approved procedure before publishing]
We want to hear when something has gone wrong. Complaints and appeals are handled fairly, confidentially and by people who were not involved in the matter concerned.
What Is the Difference?
| Complaint | Appeal | |
|---|---|---|
| What it is | An expression of dissatisfaction about USGSR’s services, or about an organization we certify | A request to reconsider a decision USGSR has made |
| Examples | Auditor conduct, delays, communication, misuse of a USGSR certificate by a certified client | Refusal, suspension or withdrawal of certification, scope reduction, an audit finding you believe is wrong |
| Who can submit | Anyone, including clients, customers of certified organizations and members of the public | The organization affected by the decision |
How to Submit
Send a written complaint or appeal to info@usglobalcert.com, or use the Contact form and select “Complaint or appeal”. Please include:
- your name, organization and contact details;
- the certificate number or audit reference, if relevant;
- a description of the issue, with dates; and
- any supporting evidence.
What Happens Next
- Acknowledgement within 5 working days.
- Validation: we confirm whether the complaint or appeal relates to activities USGSR is responsible for.
- Investigation by competent personnel not involved in the activity or decision concerned. For appeals, the decision is reviewed by a person or panel independent of the original decision-maker.
- Decision made, or reviewed and approved, by people not involved in the original matter.
- Written response explaining the outcome and any actions, normally within 30 working days.
- Closure once agreed actions are complete. Where appropriate we also tell the certified client about a complaint concerning them.
Our Commitments
- Submitting a complaint or appeal never leads to discriminatory action against the person or organization raising it.
- Information is kept confidential and shared only as needed to resolve the matter.
- If you are not satisfied with our response, you may raise the matter with our accreditation body, USIAS.
Complaints About Certified Organizations
If you believe an organization is misusing a USGSR certificate, or no longer meets the requirements of its certification, tell us. Include the certificate number and evidence. We investigate and may take action, up to and including suspension or withdrawal of certification.