General​

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Information on granting, refusing, suspending, restoring or withdrawing of certification or extending or reducing the scope of certification is available here. 

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Appeal Process

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If our client is not satisfied with the certification decision made, the client can appeal for the decision by writing in to our Director  @ appeal@isocert.com.sg.

 

All appeals will be channeled to Director in writing who will maintain a central record of all appeals and the follow up actions.

 

Director will acknowledge the appeal by notifying the client through e-mail. ISOCERT is responsible for gathering and verifying all necessary information to validate the appeal.

 

Director will ensure that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions-if any such situations arise.

 

The director will then evaluate the appeal, taking into account the results of previous similar appeals (if any) For appeal cases that are found to be frivolous, the direction may repeal the appeal, keeping Chairman of Ethics Committee - EC (headed by an independent person) and the client informed of the reason for the decision through email. For all non-frivolous cases, the director shall recommend to the Chairman of EC to form an ad-hoc Appeal Committee.

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Processes for handling complaints 

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All complaints are to email to certification@isocert.com.sg. 

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Upon receipt of complaint, ISOCert will confirm whether the complaint relates to auditing activities that it is responsible for and, if so, will carry out investigation before deciding the next course of action. If the complaint relates to an audited client, then examination of the complaint will consider the effectiveness of the client’s audited management system.

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Upon receiving any complaint, ISOCert will be in contact with the complainant to gather necessary information pertaining to the complaint and carry out the investigation accordingly. All information related to the investigation will also be recorded. Where necessary, the case will be made known to the Director of ISOCert to carry out the investigation together. Upon successful investigation with root cause identified, follow up correction and corrective actions will be introduced for closure.

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The process and outcome of investigation will be subject to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.

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Request for Information

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ISOCert maintains the list of valid / suspended / withdrawn clients. For more information about certification validity, please write in to certification@isocert.com.sg. 

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