A complaint typically refers to an expression of dissatisfaction or concern regarding the certification process. The complaint handling process at Normeira includes the following steps:

• All client complaints, whether verbal or written, are logged and considered.
• Complaints are reviewed by the Management Representative (MR), who will raise a Corrective and Preventive Action (CPA) to the relevant parties for further investigation.
• During the investigation of a complaint or when implementing corrective actions, the responsible parties must ensure that all supporting details and documents are properly recorded.
• A complaint will be considered "closed" when appropriate corrective actions have been implemented, and this should be noted in the CPA Log.
• All completed complaint forms are forwarded to the General Manager of Certification for analysis, reporting, and discussion during Management Review meetings. The MR will maintain a CPA Log for ongoing reporting and analysis.
• Normeira will notify the complainant once the complaint handling process is complete.

An appeal refers to a request for a review or reconsideration of a decision related to an audit or certification outcome. The appeal handling process at Normeira follows these steps:

• Any certified client or interested party wishing to challenge a decision made by Normeira must submit a written appeal within 14 days of the decision.
• The appeal will be acknowledged, and the applicant will be kept informed of the progress.
• Upon receipt of the appeal, the MR will create a CPA detailing the appeal and present it to management. Management will then form an independent appeals panel for each case.
• The appeals panel will convene within 15 days of receiving the appeal. During this time, the original decision made by Normeira will remain in effect.
• Normeira's management will ensure that the appellant is informed of the appeals panel's decision in writing within seven (7) days of the decision being made.