2. Complaints can be submitted using the online form.
ASI encourages submitting Complaints about
activities that threaten the credibility of ASI or a
certification scheme.
Each Complaint follows a publicly available,
transparent procedure.
2 | COMPLAINTS
3. WHAT IS A COMPLAINT?
A non-anonymous expression of dissatisfaction by any
person or organization relating to ASI personnel or
performance, or to the activities of an ASI accredited/
approved Conformity Assessment Body (CAB).
3 | COMPLAINTS
4. 4 | COMPLAINTS
WHICH ASI DISPUTE MECHANISM IS RIGHT FOR YOU?
Do you want
to remain
anonymous?
YES
NO
Are you a CAB
disputing a
Nonconformity
(NC)?
INCIDENT
YES
NO
CHALLENGE
COMPLAINT
5. COMPLAINT PROCESS: OVERVIEW
5 | COMPLAINTS
STEP ONE
Submission Appraisal Complaint Closure
STEP TWO STEP THREE STEP FOUR STEP FIVE
Initial Review Investigation
6. PROCESS FOR COMPLAINTS AGAINST ACCREDITED/APPROVED CABs
6 | COMPLAINTS
* All deadlines are in calendar days and start when the deadline of the previous process is completed.
** ASI reserves the right to publish a summary of the final Complaint Investigation report of complaints
related to ASI-accredited/approved CABs on the ASI website.
Public
Summary**
STEP ONE
Submission Appraisal
20 days*
Complaint Closure
STEP TWO STEP THREE STEP FOUR STEP FIVE
Initial Review
14 days*
Investigation
90 days*
ASI screens the submission
to ensure it meets the
minimum requirements for
a Complaint and to
determine whether the
Complaint is accepted
for Appraisal.
ASI investigates the
allegations accepted in the
appraisal. This results in
recommendations to
issue or not issue
nonconformities (NCs)
against the CAB.
ASI performs an analysis
of the submission to
determine if an
Investigation is warranted.
Complaints against
accredited/approved
CABs can be submitted
using the online form.
Investigation
recommended
NCs?
YES
NO
Assessment
7. PROCESS FOR COMPLAINTS AGAINST ASI (personnel and/or performance)
7 | COMPLAINTS
* All deadlines are in calendar days and start when the deadline of the previous process is completed.
** DD: facilitative resolution method proposed by ASI when applicable in which the Complaint parties are invited to present their views via a meeting.
STEP ONE
Submission Direct Dialogue**
60 days*
Complaint Closure
STEP TWO STEP THREE
Initial Review
14 days*
Investigation
90 days*
STEP FOUR
ASI screens the submission to
ensure it meets the minimum
requirements for a Complaint
and to determine whether
the Complaint against ASI is
accepted Direct Dialogue
(DD) or investigation.
ASI investigates
the allegations
accepted in the
initial review.
Complaints against
ASI can be submitted
using the online form.
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