Customer service and customer satisfaction are the cornerstone of any good business. We strive to make the process of obtaining and maintaining certification a pleasant process.
ACSCertifications operates with an open door policy. Please feel free to contact us at any time with questions, concerns, complaints, comments and praise.
John Havrilla has accumulated over 30 years of management system certification service experience by auditing for multiple internationally accredited certification bodies throughout the USA, Canada, Mexico and Japan. He holds a Master's Degree from Wayne State University and a Bachelor's Degree from Central Michigan University. John has over 10 years experience as a certification body Program Manager, where he assisted with the development, implementation and maintenance of ISO 9001, ISO 14001 and OHSMS 18001 accredited certification bodies. John leads our team of professionals on a daily basis and is always available to talk. He has attained Exemplar Global certification status as a QMS, EMS and OHSMS Lead Auditor.
You can contact John directly at jhavrilla@acscertifications.org / (248) 321-3309
The client organization has the right to appeal nonconformities, auditor recommendations or decisions related to certification, including enforcement actions. Requests for appeal shall be written and forwarded to the Director of Operations or President of ACSCertifications. The appeal shall be submitted by the client organization within thirty (30) calendar days from the initiation of the issue being appealed. ACSCertifications shall formally reply to an appeal within thirty (30) calendar days of receipt. As necessary, progress reports on the status of the appeal will be provided to the appellant every thirty (30) calendar days. At the end of the appeal handling process, ACSCertifications will provide formal written notice of the final action(s) to be taken.
All complaints will be evaluated and a decision made by individual(s) not previously involved in the subject of the complaint. Complaints related to ACSCertifications services or auditor performance should be forwarded to the President or Director of Operations, or sent via email to complaints@acscertifications.org. Complaints will be reviewed by appropriate members of the ACSCertifications management team. ACSCertifications shall formally reply to a complaint within thirty (30) calendar days of receipt. As necessary, progress reports on the status of the complaint will be provided to the complainant every thirty (30) calendar days.
Complaints received by ACSCertifications about a certified client organization shall be validated and kept confidential between ACSCertifications and the complainant. Valid complaints will be relayed to the client organization within fourteen (14) calendar days. ACSCertifications shall determine, together with the certified client organization and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution will be made public. ACSCertifications will track and record all appeals, disputes and complaints, including all actions undertaken to resolve.
If the client organization is not satisfied with the outcome of the complaint resolution, dispute or appeal, the organization may request an independent evaluation by an Appeals Panel. The request shall be made in writing by the organization within thirty (30) days of the decision made by ACSCertifications management. ACSCertifications may, at its discretion, hold in suspension any enforcement action against the client organization until the Appeals Panel has made a final decision. All decisions by the Appeals Panel are considered final. The Appeals Panel shall be made up of at least two (2) independent and qualified Lead Auditors selected from ACSCertifications' pool of qualified Lead Auditors.