Complaints & Appeals Process

Complaints & Appeals Process

1. Our Commitment

An Appeal is a formal request by a client organization for IGC to reconsider a certification decision (e.g., a decision to refuse, suspend, or withdraw certification).

2. The Appeals Process

To protect the integrity of the IGC brand and the standards we represent, all certified clients must adhere to the following rules:

• Submission: Appeals must be submitted in writing to admin@interglobalcert.com within 30 days of receiving the certification decision.
• Acknowledgment: IGC will acknowledge receipt of the appeal within 2 working days.
• Independent Review: The appeal will be investigated by personnel who were not involved in the audit or the original certification decision.
• The Appeals Committee: If the matter is not resolved, it is referred to our Independent Appeals Committee (part of the Impartiality Committee).
• Decision: The final decision will be communicated to the appellant in writing. This decision is final and binding within the IGC framework.
• Cost: No costs are charged to the appellant for the investigation of a valid appeal.

3. The Complaints Process

A Complaint is an expression of dissatisfaction (other than an appeal) by any person or organization relating to the activities of IGC or its certified clients.

• Submitting a Complaint: Complaints should include a clear description of the issue and any supporting evidence.
• Validation: IGC will first determine if the complaint relates to certification activities that we are responsible for. If it relates to a certified client, the complaint will be referred to that client at an appropriate time.
• Investigation: Valid complaints are investigated by competent personnel who are independent of the subject of the complaint.
• Resolution: IGC will take necessary actions to resolve the complaint and notify the complainant of the progress and the outcome.
• Confidentiality: The complaint handling process is subject to strict confidentiality requirements to protect both the complainant and the subject of the complaint.

4. Principles of Handling

To ensure fairness, IGC adheres to the following rules:

• Submission Tracking: Every complaint and appeal is logged and tracked from receipt to final resolution.
• No Discrimination: Submission, investigation, and decision on appeals or complaints shall not result in any discriminatory actions against the appellant or complainant.
• Impartiality: All personnel involved in the resolution process must be free from any commercial or personal conflict of interest regarding the case.

5. Escalation

If a complainant or appellant remains unsatisfied with the final outcome provided by IGC, they have the right to escalate the matter to the relevant Accreditation Body that oversees InterGlobal Certification.

Download Complaints Form or Submit Complaint Online