If you have any complaints or appeals regarding the certification process or decisions of the Certification Authority, you may address your complaint or appeal in written form, directly to the Head of EIT Food Assessment.
[insert Email Address]
EIT Food Assessment is committed to handling complaints and appeals in a constructive, impartial and timely manner. In addition, EIT Food Assessment must ensure that all data concerning the complainant/appellant and the reason for the appeal are treated confidentially and that the submission, investigation and decision on complaints or appeals do not result in discrimination against the complainant/appellant.
We distinguish between two types, complaints and appeals. An appeal is defined as the request of a client to review his/her certification decision made by EIT Food Assessment. This may occur when the client is of the opinion that he/she meets the certification requirements and yet receives a negative certification decision. Then he/she has the opportunity to appeal and the certification decision will be reviewed again by an independent Arbitration Board.
Everything that is not directly related to the certification decision is defined as a complaint. The complaint, unlike the appeal, is to be understood as an expression of dissatisfaction towards EIT Food Assessment in relation to its activities or those of a certified person; it can be filed by third parties (any person or organization).
If a complaint is not resolved by the head of the EIT Food Assessment or if there is a complaint by employees against decisions made by the Certification Authority, the Arbitration Board shall be convened by EIT Food Assessment to reach a decision.