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
ACSC. The appeal shall be submitted by the client organization within
thirty (30) calendar days from the initiation of the issue being
appealed. ACSC 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, ACSC 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 ACSC services or auditor performance should be
forwarded to the President or Director of Operations, or sent via email
to firstname.lastname@example.org. Complaints will be reviewed by
appropriate members of the ACSC management team. ACSC 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 ACSC about a certified client
organization shall be validated and kept confidential between ACSC and
the complainant. Valid complaints will be relayed to the client
organization within fourteen (14) calendar days. ACSC 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. ACSC 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 ACSC management. ACSC 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 ACSC’s pool of qualified Lead Auditors.