The Organization may appeal a certification decision to PIEP, in writing, within a maximum period of 15 days after the decision is communicated. PIEP confirms, in writing, to the client, receipt of the appeal and analyzes it, considering all associated information to reassess a decision that has been taken in relation to certification. PIEP must notify the Organization, in writing, of the decision regarding the appeal filed.

Any complaint associated with dissatisfaction with the service provided by PIEP must be submitted to PIEP, in writing. PIEP confirms receipt of the complaint to the customer, in writing. After analyzing the same, it decides the actions to be implemented and communicates the decision taken to the Client, in writing.

The analysis and resolution decisions of appeals and complaints are carried out by people who are not involved in the 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 on the appeal filed.