Appeals and Complaints
Reliance Certification Pte Ltd is committed to maintaining the highest standards of impartiality, integrity, transparency and professionalism in all certification and auditing activities.
We value feedback from our clients and interested parties and have established documented processes for the management of appeals and complaints to ensure that every case is handled fairly, consistently and objectively.
Appeals
An appeal is a formal request by an applicant or certified client for reconsideration of a decision made by Reliance Certification Pte Ltd relating to certification or auditing activities.
Appeals may relate to matters such as:
- Certification decisions.
- Audit findings or conclusions.
- Suspension, withdrawal or reduction of certification scope.
- Decisions relating to certification activities.
- Other decisions made by Reliance Certification Pte Ltd in connection with its certification services.
All appeals are handled through a documented process designed to ensure fairness, impartiality and confidentiality.
Our appeals process includes:
- Acknowledgement of receipt of the appeal.
- Review and validation of the appeal.
- Collection and verification of relevant information.
- Independent evaluation by personnel who were not involved in the original audit or certification decision.
- Communication of progress, where appropriate.
- Formal notification of the appeal outcome.
- Implementation of corrections and corrective actions where necessary.
Submission of an appeal will not result in any discriminatory treatment towards the appellant.
Complaints
A complaint is an expression of dissatisfaction relating to the activities, services, personnel, certified clients or certification processes of Reliance Certification Pte Ltd.
Complaints may be submitted by clients, certified organisations, regulatory authorities, stakeholders or members of the public.
All complaints are managed through a documented process to ensure they are handled objectively, confidentially and without bias.
Our complaints process includes:
- Acknowledgement of receipt of the complaint, where appropriate.
- Review and validation of the complaint.
- Investigation of the facts and collection of relevant evidence.
- Evaluation by competent personnel who were not directly involved in the matter being investigated, where applicable.
- Communication of progress and the outcome to the complainant whenever possible.
- Implementation of appropriate corrections and corrective actions where necessary.
Where a complaint relates to one of our certified clients, Reliance Certification Pte Ltd will evaluate the complaint in relation to the effectiveness of the certified management system and may notify the certified client as appropriate.
Submission of a complaint will not result in any discriminatory treatment towards the complainant.
Confidentiality and Impartiality
All appeals and complaints are treated with appropriate confidentiality throughout the investigation process.
Reliance Certification Pte Ltd is committed to ensuring that decisions regarding appeals and complaints are made impartially by personnel who are independent of the activities under review.
Information relating to appeals and complaints will only be disclosed where required by applicable laws, regulations or accreditation requirements, or where agreed by the relevant parties.
How to Submit an Appeal or Complaint
Appeals and complaints should be submitted in writing with sufficient information to enable an appropriate review and investigation.
Please include:
- Name of the organisation or individual.
- Contact information.
- Description of the appeal or complaint.
- Relevant dates.
- Supporting documents or evidence (where available).
Submissions may be sent to:
Reliance Certification Pte Ltd
📧 Email: admin@reliancecert.com
Our team will acknowledge receipt and process the matter in accordance with our documented Appeals and Complaints Procedure.
Our Commitment
Reliance Certification Pte Ltd is committed to ensuring that every appeal and complaint is handled fairly, impartially and in a timely manner. Feedback received through the appeals and complaints process is used to support continual improvement of our certification and auditing services.