The Organization may appeal a certification decision with PIEP, in writing, within a maximum period of 15 days, after the communication of the decision. PIEP confirms in writing to the client the receipt of the appeal and analyzes it, considering all associated information for the reassessment of a decision that has been made regarding certification. PIEP must notify the Organization in writing of the decision regarding the appeal submitted.

Any complaint associated with dissatisfaction with the service provided by PIEP, or associated with products/processes certified by PIEP, must be submitted to PIEP in writing. PIEP confirms in writing to the client the receipt of the complaint. After analyzing it, it decides on the actions to be implemented and communicates the decision taken to the Client in writing.

The analysis and decision to resolve appeals and complaints are carried out by people who are not involved in certification activities related to the appeal or complaint.

The appeal procedure does not suspend the original decision of the Certification Body until PIEP responds to the decision of the appeal submitted.

PIEP must notify the Organization in writing of the receipt of complaints and appeals, as well as the decision to resolve them.

Aware of the role of PIEP in the production of knowledge, its application, and effective transfer to the industrial productive fabric, the Board of Directors of PIEP and its Collaborators are committed to:

1. Assume compliance with the legislation in force, the Management System requirements, and other requirements that apply to its activities;

2. Develop and maintain, in a perspective of continuous improvement, quality, innovation, environment, safety, and health management systems at work;

3. Promote the professional development of its employees, ensuring the alignment of their skills with the functions they perform and their satisfaction;

4. Strengthen its relationship with its associates, customers, and partners, based on a better understanding of their needs and expectations, improving their level of satisfaction;

5. Continuously improve the quality of the PIEP service, through, for example, systematic compliance with test methods;

6. Continuously create value for its associates, customers, and partners;

7. Focus its activity on the timely achievement of established objectives;

8. Ensuring impartiality;

9. Provide the necessary resources so that the requirements of the reference standards are rigorously complied with, as well as the consistent functioning of the laboratory and certification activities as a certifying entity;

10. Optimize available resources, stimulating creativity, capturing relevant information and knowledge, and disseminating the knowledge produced.