Complaints and Appeals Process

At GTICS, we are committed to ensuring that all certification activities are conducted fairly, transparently, and in line with international standards. We recognise the importance of providing a clear process for clients, stakeholders, and the public to raise complaints or appeals.

1. Appeals

An appeal is a formal request by a client to review an adverse certification decision made by GTICS. This includes decisions on:

• Refusal of certification
• Suspension or withdrawal of certification
• Reduction of certification scope
• Renewal or restoration of certification

Process for Appeals:

1. Appeals must be submitted in writing within 30 calendar days of the decision.
2. Appeals can be sent to the Certification Manager (or directly to the CEO if the appeal concerns the Certification Manager’s decision).
3. All appeals are acknowledged within 5 working days.
4. Appeals are reviewed by individuals not involved in the original decision.
5. A decision is made within 30 working days (unless further investigation is required) and communicated in writing to the appellant.
6. If impartiality risks are identified, the case may be referred to the Impartiality Committee for oversight.

2. Complaints

A complaint is an expression of dissatisfaction about GTICS certification services, its personnel, subcontracted auditors, or the behaviour of certified clients.

Process for Complaints:

1. Complaints may be submitted in writing or verbally.
2. All complaints are acknowledged within 5 working days.
3. Each complaint is recorded, analysed, and recorded in the Complaints Register and investigated by the Certification Manager (or an independent person if required).
4. Personnel directly involved in the subject of the complaint are excluded from the investigation.
5. Investigations may involve reviewing audit records, interviewing relevant parties, or reviewing evidence.
6. A decision and any corrective actions are communicated within 30 working days (unless further time is required, in which case the complainant is informed).
7. If necessary, complaints may be escalated to the Impartiality Committee or relevant accreditation bodies.

3. Confidentiality and Impartiality

• All complaints and appeals are handled confidentially and without discrimination against the complainant or appellant.
• GTICS ensures that impartiality is maintained throughout the process.
• Records of all complaints and appeals are retained securely and reviewed during Management Review to support continual improvement.

4. How to Submit

Complaints and appeals can be submitted via:

• Email: admin@gtics.co.za
• Telephone: 012 030 3436

Forms for submitting complaints or appeals are available on request and may be downloaded from our website.