Upon receipt of complaint, it is confirmed whether the compliant is against STANCERT certification activities or the complaint is related to a certified client. In case of anonymous complaint, or inadequate description, ED/MD reserves the right of dealing with the complaint as deemed appropriate.

Any complaint about a certified client shall also be referred by the certification body to the certified client in question at an appropriate time. For a complaint that relates to a certified client, effectiveness of the certified management system shall be taken into consideration while investigating complaint.

Manager Certification shall gather all relevant information about the complaint and verify the validity of the complaint.

Recommendation of Manager Certification on the complaint shall be reviewed and approved by any member of Board of Directors (not previously involved in the subject of the complaint).

ED / MD shall communicate the outcome of the complaint to complainant and other interested parties.