The applicant may appeal the decision of the SM during the provision of services by sending it in writing to the SM no later than one month after receiving the service provided by the SM. In case of receipt of a complaint or appeal, the person in charge of the Management System shall register it in the register of complaints and appeals. Based on the accepted complaint, an appeal committee is established by order of the company director. The appeal committee reviews the content of the complaint and assesses the extent to which it relates to the activities of the SM.

The Appeals Committee may request the following documents:

– correspondence between the applicant and the SM,

– certification documents of the applicant, etc.

During the consideration and storage of documents, the confidentiality and security of all documents of the applicant and the SM are ensured. Additional confidentiality requirements may be discussed during the appeal at the proposal of the applicant. If the submitted materials are not sufficient to make a final decision, the chairperson of the appeal committee may conduct additional analysis, if necessary involving experts from other organizations or experts proposed by the applicant. The results of the analysis are presented in the form of an optional report, which is attached to the minutes of the commission session. The appeal commission discusses the issue within one month after the applicant submits the appeal. Only the members of the appeal commission are present during the discussion of the issues. If, after discussing the issues, a disagreement arises between the members of the appeal commission when making a decision, it may be further discussed with another party or experts. In some cases, the discussion of disputed issues by the chairman of the appeal commission may be carried out remotely, by correspondence. In case of disagreement with the decision of the Appeals Committee, the appellant may file an appeal to higher instances.

If the complaint does not concern the activities of the SM, the secretary of the complaint committee shall send it to the organization obtaining the certificate no later than five working days from the date of registration of the complaint.
The organization obtaining the certificate shall submit information to the SM in the form of a free-form report that the work carried out to satisfy the complaint has been successfully completed, indicating the supporting documents. Along with the report, the certified organization shall submit information on subsequent corrective actions taken to prevent similar complaints in the future.
If the complaint concerns the activities of the SM for which the certification body is responsible,
then the complaint committee shall take action to satisfy the complaint and
formulate its report that the complaint is satisfied.