Appeal and Complaints

International Assessment Bureau is committed to handling all appeals and complaints fairly, confidentially and without any adverse consequence for the person raising them. This procedure applies to clients, certified organisations and any other interested party.

What Can Be Raised

An appeal may be raised against a certification decision, such as a refusal, suspension or withdrawal of certification. A complaint may relate to the conduct of our personnel, our certification process, or the conduct of a certified client in relation to their certification.

How to Submit

Appeals and complaints should be submitted in writing, with as much supporting detail as possible, through our Contact Us page or by email.

How It Is Handled

• Receipt is acknowledged, and the matter is logged.
• The appeal or complaint is investigated by personnel who were not involved in the original audit or decision being appealed or complained about.
• Where needed, further information is requested from the person who raised the matter and from any other relevant party.
• A decision or resolution is communicated in writing, along with the reasoning behind it.
• Where an appeal is upheld, the original certification decision is reviewed accordingly.

Confidentiality and Non-Retaliation

All appeals and complaints are treated confidentially. Raising a concern in good faith will never result in adverse treatment of the person or organisation that raised it.