Appeals &
Complaints Policy
Document Type
Version
Effective Date
Owned By
Review Cycle
Overview
This policy establishes the process for submitting, reviewing, and resolving appeals against certification decisions and complaints about GCAI Certification's services, personnel, auditors, certified clients, or misuse of certification. It ensures fair treatment, independent review, and timely resolution.
Purpose
To define how appeals and complaints are received, acknowledged, investigated, reviewed, resolved, and communicated in a fair, consistent, and transparent manner.
Scope
This policy applies to clients, applicants, certified organizations, interested parties, and any stakeholder who raises an appeal or complaint relating to GCAI Certification's activities, services, personnel, auditors, certified clients, or misuse of certification.
Complaint or Appeal?
Complaint
An expression of dissatisfaction concerning GCAI's certification activities, personnel, a certified client, or the complaints-handling process, where a response or resolution is expected.
Appeal
A formal request by an applicant or certified client for GCAI to reconsider a certification decision affecting that organization. Appeals are handled through the separate Appeals Process.
Complaint or Appeal?
Applicant or certified client
Customer, employee, supplier or stakeholder
Regulator or member of the public
Anonymous complainant (note limited follow-up)
Anonymous complaints may be reviewed, but GCAI's ability to investigate or communicate the outcome may be limited where sufficient information is not provided.
How to Submit a Complaint
Online
Complaint Submission Form
operations@gcaicert.com
Phone
+91 99868 77136
Please include the following details:
- Name and contact details
- Organization concerned
- Certificate or reference number
- Description of the concern
- Relevant evidence or documents
Possible Outcomes
Complaint not substantiated
Correction or service recovery
Corrective action within GCAI
Corrective action for certified client
Special audit or additional review
Certification action where justified
Our Commitments
Impartial Handling
All appeals and complaints are handled impartially and without bias.
Timely Response
We acknowledge and respond within clearly defined timelines.
Confidentiality
Information is kept confidential and shared only on a need-to-know basis.
Independent Review
Reviews are conducted by personnel independent of the original decision or subject of the complaint.
Transparency
Our processes, criteria, and decisions are transparent and documented.
- Appeals Process
1
Submit Appeal
2
Acknowledgement
3
Independent Review
4
Decision
- Complaints Process
1
Submit Complaint
2
Acknowledgement
3
Investigation
4
Resolution
Complaint is referred to the certified client at an appropriate stage.
Client is given an opportunity to respond.
GCAI evaluates whether the issue affects the effectiveness of the certified management system.
Further certification action may be taken where justified.
Possible actions may include:
Corrective Action
Review at Next Audit
Special Audit
Suspension
Withdrawal
Timelines
5 working days
From receipt of appeal
30 working days
Or justified extension
3 working days
From receipt of complaint
Typically within 30 working days
From acknowledgment
- What You Can Expect
- Fair and impartial handling of your appeal or complaint.
- Timely acknowledgement and communication.
- Confidential handling of all information.
- Objective review by independent personnel.
- Updates at key stages of the process where appropriate.
- A documented decision or resolution communicated clearly.
- Roles & Responsibilities
- Certification Manager oversees the appeals and complaints process.
- Independent reviewers or the Appeals Committee conduct fair reviews.
- All staff and auditors must cooperate and provide information as required.
- Corrective actions are implemented and effectiveness is monitored.
- Records of appeals and complaints are retained as per retention requirements.
Important Note
Complaints regarding certified clients may be forwarded to the relevant client for investigation and response. Complaints that involve impartiality, conflict of interest, or serious misconduct will be escalated to senior management and, where applicable, to the accreditation body.