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ש"ח

Appeals and Complaints

 

We take complaints and appeals seriously. Below is a summary on these subjects.
 
Appeals: 
 

  • A customer, or an entity, adversely affected by a decision of an auditor or a team leader is entitled to appeal that decision to the Division’s management. The appeal must be in writing and must detail the reasons for the appeal. The management will respond to the appellant in writing, within 7 days of receipt of the appeal.
  • A customer, or an entity, adversely affected by a decision of the management to grant certification, a decision of the management to reject a request for certification, or a decision of the management to revoke an existing certificate, has the right to appeal.

Complaints and disputes: 
 

  • Any organization or entity can issue a complaint to the Division, or to the Institution’s comptroller. The complaint is dealt with according to procedures. An initial response is sent to the complainant within 7 days from receipt of the complaint, and a final written response within 30 days.
  • If the complainant is not satisfied with the response, they are entitled to appeal to the Board of Director's Quality and Certification Committee. Within 7 days of receipt of the appeal, the Committee Chair will appoint an independent representative to resolve the appeal. Within 30 days of receipt of the appeal, a justified final answer will be sent to the complainant.
  • A complaint between customers, or a third party connected to the Institution, will be considered a dispute and will be dealt with according to the Complaint procedure. The parties in the dispute will be required to submit relevant documents in order to settle the dispute. If necessary, the Institution will consult an expert on the subject, in order to resolve the dispute.




 

 




For more details:
Mrs. Shlomit Saad - Noy - Responsible for complaints and appeals
E-mail: shlomit_sn@sii.org.il