What is a complaint?
A complaint is an expression of dissatisfaction about AuditCert International’s service or about a client organisation we have certified, which you want us to review.
This page explains how to raise that concern with us and what happens after you send the form. It covers concerns about our conduct or service, and concerns relating to a certified client. It is not the right route for challenging a certification decision you received from us; use the appeal form for that purpose.
A concern about a certified organisation does not by itself establish that the organisation has failed to meet a requirement. We review the information provided and consider the matter before communicating the outcome.
Who should use this form?
Use the form if you have a concern about an interaction or service provided by AuditCert International, or information about an organisation we have certified that you believe we should review.
People who may raise a concern include a client, employee, supplier, customer, buyer, business partner or other interested party. Relevant organisations may operate in sectors such as manufacturing, food, construction, services, transport or information technology. These are examples, not a restriction on who may contact us.
In Bangladesh and elsewhere, buyers or regulators may ask organisations to hold a particular certification or meet specified compliance requirements. If you have information about a certified client’s conduct that may be relevant to its certification, you can submit it for review. A buyer or regulator’s request does not itself determine the outcome of our review.
If you are unhappy with a certification decision made about your own organisation, use the appeal form instead. An appeal concerns a decision; this form is for concerns about service or a certified client.
What are the benefits of raising a concern?
- It gives you a clear channel to tell us what happened and identify the service or certified client involved.
- It allows us to record the matter and review the information rather than leaving the concern unreported.
- Your contact details let us acknowledge receipt by email and, where appropriate, communicate the outcome.
- A clear description can help us understand the issue, including when and where it occurred and who was involved.
- Raising a concern can bring information about our service or a certified client to our attention for consideration.
- Using the correct route helps distinguish a service or client concern from an appeal against a certification decision.
How does the process work with AuditCert International?
Complete the form
Provide your name and email address, identify who or what the concern is about, and explain what happened. The form also asks for a phone number and organisation. Fields marked with an asterisk are required.
Send the information
Check that your description is clear and relevant, then submit the form. Do not leave the required fields blank.
We record the submission
AuditCert International records each concern received through this process.
We acknowledge it
We acknowledge every submission by email. Provide a working email address so the acknowledgement can reach you.
We review the information
We consider what you have reported. Include relevant facts that help explain the issue, but distinguish what you observed from what you believe may have happened.
We tell you the outcome
After review, we communicate the outcome. The form does not promise a particular finding or change to a certification status.
Use the appropriate route for a decision challenge
If the matter is disagreement with a certification decision, submit an appeal instead. You can also read the certification process for information about certification.
What should you prepare before submitting?
Documents: You do not need to attach a particular document to use the form. If you have relevant records, note what they are and include information that helps us understand their connection to the concern. Avoid sending unrelated or unnecessary personal information.
Records: Write down what happened, when and where it happened, and who or what was involved. Include any reference numbers, dates, communications or other details that may help explain the issue. Be as specific as you can, and separate facts you directly know from assumptions.
People: The form asks for your name, email address, phone number and organisation, as well as who or what the concern is about. Name the people or roles involved when relevant and appropriate. If you are submitting information on behalf of an organisation, make clear your connection to it.
The form requires your name, email address, an answer to who or what the matter concerns, and a description of what happened. Phone and organisation are also requested. Required fields are marked with an asterisk.
How long does review take, and what affects time or cost?
The current form does not state a review duration or charge, so no timeframe or cost should be assumed. The time needed may depend on the nature of the concern, how clear and complete the information is, and whether the matter needs further review. Providing a concise, factual account and relevant details can help us understand what you are reporting.
The published process says that we record each submission, acknowledge it by email, review it and tell you the outcome. It does not specify service-level deadlines, investigation stages, fees or a particular remedy. If your concern is actually about a certification decision, use the appeal form rather than this route.
Why contact AuditCert International?
AuditCert International is an accredited certification body offering management system certification, including ISO 9001, ISO 14001, ISO 45001, ISO/IEC 27001 and ISO 22000, as well as HACCP, HALAL, C-TPAT and social compliance audits and training. The company serves Bangladesh and clients worldwide.
For concerns submitted through this form, AuditCert International states that it records every submission, acknowledges it by email, reviews it and tells the submitter the outcome. These are the steps described on the current page; they do not promise a particular conclusion. The certification process and appeal form are available for people who need information about certification or wish to challenge a decision.
