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How to file a complaint or appeal with a certification body

A complaint and an appeal are different requests, and a certification body handles them through separate processes.

Published by CAS — Conformity Assessment Services · 23 October 2026 · 5 min read
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How to file a complaint or appeal with a certification body

Key takeaways

  1. 1have a documented process to receive, evaluate and decide (9.7.1, 9.8.5);
  2. 2be responsible for all decisions at all levels of the process (9.7.2, 9.8.1);
  3. 3gather and verify the information needed to validate the case (9.7.5, 9.8.7);
  4. 4track and record each case, and ensure that appropriate correction and corrective action are taken (9.7.4, 9.8.6);

A complaint and an appeal are different requests, and a certification body handles them through separate processes. An appeal asks the certification body to reconsider a decision it made about your certification: a suspension, a withdrawal, a refusal, a reduction of scope. A complaint is an expression of dissatisfaction, either with a certified organization or with the certification body's own work. At CAS, appeals go to cas.com.eg/appeals and complaints to cas.com.eg/complaints. If both apply, file each: CAS handles them as separate cases.

Where the two words come from

ISO/IEC 17021-1:2015, the requirements standard for management system certification bodies, does not define the two words itself; its clause 3 takes terms from ISO 9000 and ISO/IEC 17000. ISO 10002:2018, which a note in 17021-1 names as guidance for complaints handling, defines a complaint at 3.2 as an "expression of dissatisfaction" where a response or resolution is expected.

The difference shows in how 17021-1 treats each. Clause 9.7.2 requires the people handling an appeal to be different from those who carried out the audits and made the certification decisions: an appeal is about a decision. Clause 9.8.3 requires the certification body first to confirm whether a complaint relates to certification activities it is responsible for; a complaint may also concern a certified client.

What the standard requires for both

Clauses 9.7 (appeals) and 9.8 (complaints) are built the same way. For both, subject to the differences below, the certification body shall:

  • have a documented process to receive, evaluate and decide (9.7.1, 9.8.5);
  • be responsible for all decisions at all levels of the process (9.7.2, 9.8.1);
  • gather and verify the information needed to validate the case (9.7.5, 9.8.7);
  • track and record each case, and ensure that appropriate correction and corrective action are taken (9.7.4, 9.8.6);
  • acknowledge receipt, and provide progress reports and the result (9.7.6, 9.8.8);
  • have the decision made, or reviewed and approved, by individuals not previously involved in the subject (9.7.7, 9.8.9);
  • give formal notice that the process has ended (9.7.8, 9.8.10).

For both, submitting, investigating and deciding the case shall not result in any discriminatory action against the person who raised it (9.7.3, 9.8.2).

Where they differ

Acknowledgement. For an appeal, acknowledging receipt and giving formal notice of the end are unconditional. For a complaint, 9.8.8 and 9.8.10 qualify both with "whenever possible".

Confidentiality. The complaints process is subject to confidentiality for the complainant and for the subject of the complaint (9.8.5). Clause 8.4.5 adds that information about a client from other sources, such as a complainant, is treated as confidential.

Publication. For a complaint, the certification body determines together with the certified client and the complainant whether, and to what extent, the subject and its resolution are made public (9.8.11).

Precedent. For appeals, deciding what action to take considers the results of previous similar appeals (9.7.4 a)). The complaints clause, 9.8.6 a), has no such wording.

How CAS handles an appeal

As published at cas.com.eg/appeals:

  • You submit the appeal within 30 days of being notified of the decision, in English, Arabic or Italian.
  • CAS acknowledges receipt, gives you a reference number and keeps you updated on progress.
  • CAS gathers and verifies the information needed to validate the appeal.
  • The appeal is handled and decided by individuals not previously involved in the decision being appealed.
  • A decision is reached and communicated to you. The original decision may be upheld, overturned or partially upheld.
  • CAS gives you formal notice that the appeals-handling process has ended.

How CAS handles a complaint

As published at cas.com.eg/complaints:

  • Anyone may raise a complaint: a certified client, its customer, a regulator or a member of the public. CAS asks for a name and email address to acknowledge the complaint and send the outcome, and treats the complainant's identity confidentially.
  • CAS acknowledges receipt within 2 working days and gives a reference number.
  • CAS confirms that the complaint relates to its certification activities. If it concerns a certified client, CAS assesses the effectiveness of the client's certified management system and refers the matter to the client at an appropriate time.
  • The facts are gathered and verified. The people who decide the outcome were not involved in the subject of the complaint.
  • The result is communicated in writing. CAS aims to close a complaint within 60 calendar days, with progress updates.
  • CAS gives formal notice that the complaints-handling process has ended.
  • CAS agrees with the complainant and the certified client what, if anything, is made public. A complainant not satisfied with the outcome may lodge an appeal, which is reviewed independently.

When the complaint is about a certified organization

The step that assesses the certified client's management system and refers the matter to the client comes from 9.8.3 and 9.8.4. Under 9.8.3, the examination of the complaint considers the effectiveness of the certified management system, so it looks at whether the system the certificate covers is working, not only at the single incident. Under 9.8.4, a valid complaint about a certified client is also referred to that client at an appropriate time.

The standard also gives the certification body ways to follow a complaint up. Clause 9.6.4.2 recognizes that a certified client may need to be audited at short notice or unannounced to investigate complaints. A note to clause 9.1.3.2 lists complaints received about the client among the items that can be considered when an audit programme is revised.

What this means for you

If you are a certified organization that disagrees with a decision about your certificate: file an appeal at cas.com.eg/appeals within 30 days of being notified.

If you are a buyer or member of the public with evidence that a certified organization is not meeting the standard it is certified to: file a complaint at cas.com.eg/complaints, with the certificate number if you have it.

If you are certified and a complaint is raised about you: expect it to be examined against the effectiveness of your management system, not only the single incident.

This is generic information about the requirement, not advice on any particular management system.

CAS — An EGAC accredited MS certification body No. 012418. Accredited scope: ISO 9001, ISO 14001, ISO 45001, ISO 22000, ISO 50001 and ISO 22301. Certificates accredited for ISO 9001, 14001, 45001, 22000 and 50001 fall within EGAC's IAF MLA scope; ISO 22301 is accredited by EGAC and sits outside that scope.

Verify any certificate: cas.com.eg/certsearch

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