Complaints & Appeals
Complaints & Appeals
A clear route for receiving and objectively and confidentially reviewing complaints and appeals.
01 / COMPLAINT
Complaint
An expression of dissatisfaction related to a service, conduct, process or certified client that requires review or response.
02 / APPEAL
Appeal
A formal request to reconsider a decision made by the certification body regarding a certification case, application or scope.
Review process
What happens after submission?
01Receipt & acknowledgementRegister the case and acknowledge it when sufficient information is available.
02Validity reviewConfirm whether the case is a complaint or appeal and within scope.
03Investigation & reviewGather information and assign reviewers not involved in the subject where possible.
04Decision & communicationDocument the outcome and inform the submitter under the applicable policy.
Complaints and appeals form
Provide precise, reviewable information.
Provide only the information needed for initial review. Submitting the form prepares an email to the official INSPECT Jordan contact.
Useful information
Case type, relevant decision or service, date, certificate number where applicable, facts and supporting documents.