Complaints & Appeals
- Formal complaints need to be submitted to GCA in writing. Complaints received by phone will be registered but need to be confirmed by the complainant in writing. The complainant may send the complaints to hello@gca-cert.com
- Complaints need to include a clear description of the case, objective evidence to support each element or aspect of the complaint, and the name and contact information of the complainant.
- All complaints shall be forwarded and reviewed by the Certification Director.
- If the complaint is evidently unfounded or outside of the scope for complainants handling, Certification Director will reject the complaint in writing.
- If the complaint is within the scope for complaints handling, Certification Director shall initiates the complaint handling process as detailed hereafter.
- Within 2 weeks (10 working days), the Certification Director will writes to the complainant to confirm receipt of the complaint and to provide an overview of the proposed course of action to follow up on the complaint.
- The complaint is duly investigated in consideration of the facts provided, certifications report, other additional information obtained from auditors or third parties. Further information is requested from the complainant if necessary.
- Certification Director will keep the complainant(s) informed of the progress in evaluating the complaint.
- Based on the result of the investigation, the person in charge/ process owner specifies all proposed actions in conclusion to the complaint within three (3) months of receiving the complaint.
- In order to ensure that there is no conflict of interest, the decision resolving the complaints is taken by, or reviewed and approved by, person(s) not involved in the activities related to the complaint.
- Certification Director notifies the complainant in writing when the complaint is considered to be closed, meaning that GCA has gathered and verified all necessary information, investigated the allegations, taken a decision on the complaint.
- Appeal shall be submitted to GCA in writing within 6 weeks after receipt of the GCA certifications decision. The appellant may send the appeal to hello@gca-cert.com
- Appeal needs to include a clear description of the case, objective evidence to support each element or aspect of the appeal, and the name and contact information of the appellant.
- Appeal shall be forwarded and reviewed by the Certification Director.
- Within 2 weeks (10 working days) Certification Director will write to the appellant to confirm receipt of the appeal and to provide an overview of the proposed course of action to follow up on the appeal.
- Based on the result of the investigation, the person in charge/ process owner specifies all proposed actions in conclusion to the appeal within three (3) months of receiving the appeal. The measures to be taken are based on the requirements of the case.
- In order to ensure that there is no conflict of interest, the decision resolving the appeals is taken by, or reviewed and approved by, person(s) not involved in the activities related to the appeal.
- Certification Director notifies the appellant in writing when the appeal is considered to be closed, meaning that GCA has gathered and verified all necessary information, investigated the allegations, taken a decision on the app
