APPEALS AND COMPLAINTS

At GCAI Certification, we are committed to impartiality, fairness, and transparency in every certification decision we make. We understand that sometimes clients may wish to appeal a decision or stakeholders may want to file a complaint. To maintain trust, we have established a clear, independent, and structured process for handling both appeals and complaints.

1. Appeals Process (For Certified Clients)

An appeal is when a certified client formally asks GCAI to reconsider a certification-related decision, such as:

• Refusal of certification
• Reduction in scope
• Suspension of certification
• Withdrawal of certification

🔹 Step 1 – Submission

• Appeals must be submitted in writing within 30 days of the certification decision.
• Clients may send appeals via:
  • Email: operations@gcaicert.com
  • Webform: www.gcaicert.com/appeals
  • Written letter to our Head Office.
• The appeal should clearly state:
  • The decision being appealed.
  • Reasons and supporting evidence.

🔹 Step 2 – Acknowledgment

• GCAI will acknowledge receipt of the appeal within 5 working days.
• A unique appeal reference number will be assigned for tracking.

🔹 Step 3 – Review by Appeals Committee

• An Appeals Committee will be appointed.
• Members are independent of the original decision and have relevant technical competence.
• The committee may:
  • Review audit records.
  • Interview auditors or decision makers.
  • Request further evidence from the client.

🔹 Step 4 – Decision

• A final decision is made within 30 working days (unless additional time is required due to complexity).
• The decision will be:
  • Upholding the original decision, or
  • Overturning/modifying the decision.
• The outcome is binding on GCAI and communicated in writing to the client.

🔹 Step 5 – Escalation (if required)

• If the client disagrees with the Appeals Committee decision, the matter is escalated to the Impartiality Committee for independent review.

2. Complaints Process (For Any Stakeholder)

A complaint may be raised by any interested party regarding:

• GCAI’s certification services.
• The behavior of GCAI personnel.
• The activities of a certified client that may bring certification into disrepute.

🔹 Step 1 – Submission

• Complaints may be submitted via:
  • Email: operations@gcaicert.com
  • Phone: +91 99868 77136
• Complaints must include:
  • Name and contact details of the complainant (unless anonymous).
  • Details of the concern, including evidence if available.

🔹 Step 2 – Acknowledgment

• All complaints will be acknowledged within 3 working days.
• The complainant will be informed of the process and timeline.

🔹 Step 3 – Investigation

• The Quality Manager assigns an independent investigator not involved in the subject of the complaint.
• The investigation may include:
  • Reviewing audit records and communications.
  • Interviews with relevant parties.
  • Collection of supporting evidence.
• If the complaint concerns a certified client, that client will be informed and given an opportunity to respond.

🔹 Step 4 – Resolution

• Corrective actions are identified and implemented (if required).
• A formal written response is sent to the complainant within 30 working days (or with periodic updates if extended).

🔹 Step 5 – Public Communication

• Where complaints about certified clients are found valid, GCAI may publish information (without disclosing confidential details) to protect trust in certification.

3. Safeguards & Impartiality

• Appeals and complaints are handled with strict confidentiality.
• No retaliation will occur against any appellant or complainant.
• Decisions are made by individuals or committees who are independent of the issue under review.
• Records are retained for every appeal and complaint, including submissions, investigations, decisions, and follow-ups.

4. Monitoring & Continual Improvement

• All appeals and complaints are logged and tracked in the GCAI Management System.
• Data is reviewed during Management Reviews to identify systemic issues.
• Corrective and preventive actions are implemented to improve our processes.

5. Timelines at a Glance

📬 Contact Us

If you would like to submit an appeal or complaint, please reach us at:
📧 operations@gcaicert.com
☎️ +91 99868 77136
🌐 www.gcaicert.com/appeals-complaints