Complaints and Appeals Procedure

IAR handles complaints and appeals in accordance with ISO/IEC 17011:2017 (Clause 8.7). Submissions are acknowledged within 3 business days and targeted for resolution within 60 days.

Definitions

  • Complaint: Expression of dissatisfaction related to IAR or an accredited body
  • Appeal: Request for reconsideration of an IAR decision

How to Submit

  1. Use the online form: Submit a Complaint or Appeal
  2. Provide supporting evidence and references (certificate numbers, dates, etc.)

Process

  1. Acknowledgement with Case ID
  2. Independent review and investigation
  3. Decision communicated in writing with rationale
  4. Records retained in the complaints register

Contact: [email protected]

Code: IAR-PRO-CMP-01   Rev: 1.2   Date: 01 Feb 2025