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Complaints and Appeals

Complaints and appeals are handled in accordance with established procedures and are made available on request. The notification deadlines for receipt of the complaint / appeal and formal response by APCER to the complainant / appellant are set forth in these procedures and meet the requirements of the owners of the certification scheme, where applicable.

 

Complaints

Complaints addressed to APCER can be related to services provided by APCER or complaints about Entities certified by APCER.

APCER notifies the complainant/appellant of the receipt of the complaint and shall process it. APCER gathers and verifies all necessary information to validate the complaint. The analysis and treatment of the claim are performed by individuals not previously involved in the process, defining and implementing any action as deemed appropriate. APCER gives notice of the end of the process to the complainant.

Please note that only complaints received in writing will be considered in one of the following languages: Portuguese, English, Spanish and French.

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For any doubts and/or additional information, as well as the request of applicable procedures, you may contact:
Contacts and offices

 

Appeals

APCER considers an appeal any complaint presented by the Entity concerning the decision, within 30 days following the communication of the decision.

The appeals are evaluated by the Appeals Committee of APCER, which is composed by members that are independent from the process subject of the appeal. There is no appeal from the deliberations of this Committee.

 

Additional information:

General Regulation for Management System Certification

General Regulation for Product Processes and Services Certification

General Regulation for Product, Processes and Services Certification - Special Requirements FSC® Chain of Custody

General Regulation of Auditor Certification

Plaintes et Appels

 

Les plaintes et les appels sont soumis a un processus de traitement documenté mis à disposition sur demande. Les délais de notification de la réception de la plainte / l'appel et de la réponse formelle au plaignant / appelant sont définis dans ces procédures et sont conformes aux exigences des propriétaires du système de certification, le cas échéant.

 

Plaintes

Les plaintes adressées à APCER peuvent concerner ses activités ou se rapporter à client certifiées.

APCER accuse réception de la plainte et procède á son traitement, collectant les informations nécessaires pour la valider. L'analyse et le traitement de la plainte sont effectués par des personnes qui n’ont pas participé auparavant à l’objet de la plainte et qui définissent les mesures correctives qui doivent être prise pour la résoudre. APCER donne officiellement un avis de la fin de la procédure de traitement des plantes au plaignant.

Seulement les réclamations reçues par écrit dans l'une des langues suivantes seront prises en compte: portugais, anglais, espagnol et français.

Contactez-nous via: This email address is being protected from spambots. You need JavaScript enabled to view it. 

Pour toutes questions et / ou informations complémentaires, ainsi que pour demander les procédures applicables, vous pouvez nous contacter ici.
Contacts and offices

 

Appels

APCER considère toute réclamation concernant sa décision comme un appel et doit être soumise dans un délai maximum de 30 jours après la communication de la décision.

Les appels sont évalués par le Comité d'Appel de APCER, composé par personnes indépendantes, différentes de ceux qui ont effectués les décisions et il n'y a pas d'appel des délibérations de ce Comité.

 

Informations Complémentaires:

General Regulation for Management System Certification

General Regulation for Product Processes and Services Certification

General Regulation for Product, Processes and Services Certification - Special Requirements FSC® Chain of Custody

General Regulation of Auditor Certification

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