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Complaint and Appeal Policy

GLSS Complaint and Appeal Policy | Certification & Operations Handling Procedures

Version: 3.2 | Last Updated: 2025/10/13

Disclaimer: The term “certified” is used exclusively for personnel certifications aligned with ISO/IEC 17024. The term “certificate holder” applies to certificate programs governed by ASTM E2659. Certificate holders are not certified, licensed, accredited, or registered to practice a specific profession.

1. Purpose

This policy defines the actions taken by Greece Lean Six Sigma (GLSS) when complaints or appeals are received regarding certified persons, certificate holders, certification decisions, or GLSS operations. It excludes complaints related to alleged illegal, financial, or regulatory violations, which are redirected to the appropriate authorities.

2. Scope

This policy addresses:

  • Certification Complaints: Relating to GLSS certified individuals, certification programs, and certification processes (application, assessment, issuance, recertification, marks/logos).

  • Operations Complaints: Expressions of dissatisfaction about GLSS’s services, policies, procedures, technology, representatives, or complaint handling.

3. References

  • ISO/IEC 17024:2012 — Clauses 9.8, 9.9

  • ASTM E2659-18 — Clauses 5.8, 5.9

  • ISO 10002:2018 — Clause 3.1 (Complainant definition)

4. Definitions

  • Complainant: Person or organization submitting a complaint (ISO 10002:2018).

  • Complaint: Expression of dissatisfaction other than an appeal, expecting a response (ISO/IEC 17024:2012; ASTM E2659-18).

  • Appeal: Request to reconsider a certification decision (ISO/IEC 17024:2012).

  • Operations Complaint: Complaint about GLSS products, services, or representatives, excluding certification-related decisions.

5. General Rules

  • Complaints and appeals must be fact-based and submitted truthfully.

  • Anonymous or evidence-lacking submissions will not be processed.

  • Allegations involving legal/regulatory breaches must be referred to authorities.

  • All parties involved must be identified; confidentiality is respected per legal obligations.

  • Excessive, repetitive, or malicious complaints may be dismissed following internal review.

6. Certification Complaints & Appeals

6.1 Complaint Process

  • Complaints must be submitted via the GLSS Contact Page within 30 days of decision receipt.

  • GLSS acknowledges within 24 hours and provides a resolution within 60 days.

  • If dissatisfied, the complainant may proceed to the appeal stage.

6.2 Appeal Process

  • Must be submitted within 30 days of receiving the complaint response.

  • Appeals must include a justification and a €200 fee (refunded if the appeal is successful).

  • An independent Appeal Board will issue a final decision within 90 days.

File an Appeal →

7. Operations Complaints

7.1 Levels of Investigation

  • Level 1: Handled by the relevant Division Head or Customer Service within 15 days.

  • Level 2: If unsatisfied, escalate to top management or an independent auditor. Final response provided within 60 days.

7.2 Submission Instructions

Submit via the GLSS Contact Page by completing all fields and selecting “File a Complaint.”

8. Confidentiality & Records

All complaints and appeals, including related materials and outcomes, are confidential and tracked through the GLSS Ticketing System. Data is retained securely in compliance with ISO/IEC 17024 and ASTM E2659.