EQRM INFORMATION
Complaints and Appeals
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Submit a complaint
Choose Complaint in the contact form, or email info@eqrmcert.com with “Complaint” in the subject line. Describe what happened, the relevant dates, the organization or certificate involved and the outcome you are seeking. Include evidence directly related to the issue and contact details for follow-up.
Complaints can concern certification activities, communications or representations associated with certification. Where a concern concerns a certified organization, explain the relationship to its certified management system. A commercial dispute alone does not establish a management-system nonconformity.
Request an appeal
If you seek reconsideration of a certification decision, choose Appeal a certification decision in the contact form or use “Appeal” in your email subject line. Identify the decision and its date, explain the grounds for reconsideration, and supply any supporting evidence. Refer to the applicable certification agreement and decision communication for submission conditions.
Submitting an appeal does not itself change the status of a certificate or authorize continued use of a suspended or withdrawn claim. Ask for clarification where the decision’s practical effect is unclear.
Handling and confidentiality
A review should first establish whether the matter relates to certification activities for which EQRM is responsible. Further information may be needed to understand the issue or assess the evidence. People involved in the original matter should not determine a review where that would compromise independence.
Information should be used for handling the matter and shared only as necessary for that purpose, subject to applicable confidentiality and disclosure obligations. Some information about a client, auditor or another party may not be available for release to the complainant.
Information to avoid sending
Send the minimum information needed to explain the concern. Do not include passwords, identity documents or unrelated personal records. If sensitive supporting evidence is necessary, ask about a suitable way to provide it before sending it by email.
Outcome and follow-up
The response should address the substance of the complaint or appeal and explain the outcome to the extent permitted by confidentiality obligations. If new relevant evidence becomes available, identify what is new and how it affects the matter. Certification verification requests can be directed through the verification page.
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