Appeal and Complaint

Complaint Process

Complaints can be submitted in writing (such as a formal letter, email, or through the website) or verbally (such as a phone call, feedback during a sales visit, or during an audit).

Complaints are managed at the contracting entity level within ISSC. If needed, an audit may be scheduled to carry out a proper investigation. In such cases, the client will be informed about the reason for this additional audit.

Timeframe

An initial response must be sent to the complainant or appellant within five working days from the date of receiving the complaint or appeal.

The complete closure of the case must be done within 90 days from the date of receipt.

If the client is not satisfied with the outcome or if the issue has not been resolved, the client has the right to contact the Accreditation Body for further action.

All complaints and appeals must be documented and recorded in the official register using form ISSC-F10-01 to ensure full traceability and proper followup.