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Formal certification matters

Complaints and appeals

CSi provides documented processes for raising concerns about its certification activities and requesting reconsideration of certification decisions.

Choose the correct pathway

A complaint is an expression of dissatisfaction about CSi, its personnel, a certified client or a certification activity where a response is expected. An appeal is a formal request by an applicant or certificate holder for CSi to reconsider a certification decision. If you are unsure which pathway applies, contact CSi and we will advise you.

Making a complaint

Any person or organisation may make a complaint. A formal complaint must be submitted in writing and include:

  • Your name and contact details
  • The relevant organisation, product, site, application or certificate number
  • A clear description of the matter, including relevant dates
  • Supporting documents or other evidence
  • The outcome you are seeking

CSi can provide reasonable assistance where needed. Anonymous or verbal allegations will not normally be registered as formal complaints. Where objective evidence indicates a serious product-safety, integrity or compliance risk, CSi may assess that information under the appropriate risk, surveillance or incident process.

Lodging an appeal

An appeal must be submitted in writing by the applicant or certificate holder and include:

  • The certification decision being appealed
  • The grounds for the appeal
  • Supporting evidence and any additional information
  • The outcome requested
  • The name and authority of the person lodging the appeal

Time limit: The complete appeal must be received by CSi within 30 calendar days after CSi gives written notification of the certification decision. If legislation or mandatory scheme-owner rules prescribe a different period, that period applies. CSi will confirm whether the appeal was received within time and validly lodged.

What CSi will do

  1. Acknowledge and classifyCSi will normally acknowledge receipt within five business days, confirm whether the matter relates to certification activities for which CSi is responsible, assign a record and advise the applicable process.
  2. Gather and verify informationCSi is responsible for obtaining and verifying the information needed to progress the matter. Relevant parties may be invited to provide information.
  3. Review independentlyThe resolution will be made, or reviewed and approved, by competent person(s) not involved in the certification activities concerned and free from relevant conflicts of interest. A matter may be referred to CSi’s Independent Hearing and Advisory Panel.
  4. Keep you informedCSi will communicate progress if resolution is delayed and provide formal written notice of the outcome and closure, subject to legal and confidentiality obligations.
  5. Act and retain recordsCSi will record and track the matter and take any corrective or other action required by the outcome.
Send your submission to CSiState “Complaint” or “Appeal” in the subject line and attach the relevant supporting information.
Email admin@csi-certification.com

Fair treatment: Complaints and appeals are handled impartially, confidentially and without discrimination or retaliation. Lodging a matter will not prejudice your relationship with CSi.

Certification status: Lodging a complaint or appeal does not automatically change a certification decision or certificate status. Any change requires separate formal action under the applicable scheme.

Unresolved accredited matters: For activities within CSi’s JASANZ-accredited scope, a complainant who is dissatisfied with CSi’s outcome may refer the complaint to JASANZ. Complaints not resolved within three months after an agreed resolution timeframe are referred by CSi to JASANZ in accordance with the JASANZ Accreditation Manual.