At IOTA Global Certification Inc., we are committed to maintaining impartiality, transparency, confidentiality, and fairness in all certification activities. Interested parties may submit complaints or appeals relating to certification activities, certification decisions, certified clients, or the conduct of personnel involved in certification processes.

All complaints and appeals are processed in accordance with documented procedures established under the requirements of ISO/IEC 17021-1:2015.

Complaints

What is a Complaint?

A complaint is an expression of dissatisfaction relating to:

• Certification activities or certification processes
• Conduct of auditors or personnel
• Certified organizations
• Misuse of certification marks
• Ethical or impartiality concerns
• Delays or service quality issues

Complaints may be submitted by clients, customers, regulatory authorities, interested parties, or members of the public.

Appeals

What is an Appeal?

An appeal is a formal request by a client for reconsideration of a certification-related decision, including:

• Audit findings or nonconformity grading
• Suspension or withdrawal decisions
• Scope reduction or refusal of certification
• Certification decisions

Impartiality & Confidentiality

All complaints and appeals are handled in a confidential, impartial, and non-discriminatory manner. Personnel involved in the subject of the complaint or original certification decision shall not participate in the investigation or appeal decision process.

Response Timelines

Complex cases may require additional investigation time.

Submission Methods