Complaints and Appeals Guide

RST values the opinions of all customers and handles complaints and appeals in a fair and transparent manner. This procedure applies to all certification and verification services provided by RST.

RST Complaints and Appeals Guide

If you have any complaints about RST's certification and verification services or objections to certification results, please submit your feedback at any time via the online form, email, phone, or post. All complaints and appeals will be reviewed through a fair and independent process, and you will be notified of the official outcome.

Online Submission

If you have any complaints or objections regarding RST's certification and verification services, please submit them through the online form below.

1. Definitions

Complaint

Refers to complaints or concerns raised regarding RST's certification and verification services, auditor attitude, processing delays, service quality, etc.

Appeal

Refers to a request for review of RST's decision itself, such as the certification result (certification approval, suspension, cancellation, etc.) or the audit result.

2. Complaints and Appeals Channels

Customers and stakeholders may file complaints and appeals with RST through the following methods.

2.1 Online Application on the RST Website (Common Channel)

  • You can submit your complaint or objection through the online application link (survey/form) on the "Complaints and Appeals Procedures" page posted on the RST website.
  • This channel is the basic application channel used for all certification and verification services provided by RST.

2.2 Complaint and Appeal Forms Specific to Individual Certification Programs (Schemes)

Some certification programs (schemes) or brands operate their own complaint and appeal forms or portals. Customers certified through these programs can also utilize the following program-specific channels:

  • Examples: SLCP, Higg Index FEM/FSLM, KFCC FM/CoC, PEFC CoC, etc.
  • Complaints can be filed through the official complaint/appeal forms provided by each program, online portals, or brand-specific forms.
  • In these cases, once RST receives notification of the information from the relevant program/brand, it will investigate, review, and make a decision in accordance with RST's internal complaint and appeal handling procedures.

Note: Cases submitted through program-specific complaint and appeal forms operated at the request of specific certification programs (e.g., SLCP, Higg Index, KFCC, PEFC, etc.) will also be handled fairly in accordance with RST's complaint and appeal procedures.

3. Processing Principles

Ensure Fairness

  • • Complaints and appeals are investigated, judged, and decided by personnel not directly involved in the relevant certification/assessment.
  • • Any person who has provided consulting or other services that may create a conflict of interest to the customer within the past two years will be excluded from the handling process.

Confidentiality

Customer information and submitted content will be strictly protected in accordance with relevant laws and RST's internal regulations and will not be used for any purpose other than the processing purpose.

Prohibition of Disadvantages

No disadvantages will be imposed on customers solely for filing a complaint or objection.

Records and Traceability

All complaints and appeals will be documented and maintained from receipt to final notification, and will be used for management review and service improvement.

4. Processing Procedure

1Step 1: Reception

  1. The customer submits a complaint or appeal through the above channels.
  2. The RST representative (e.g., Quality Manager or Program Manager) will identify and record the complainant's name and contact information, company/factory name, relevant certification scheme and certification number (if applicable), and the details of the complaint or appeal.
  3. Confirmation of Receipt: As soon as possible after receipt, we will officially notify the customer via a "Receipt Completion Notification Email or Phone Call."

2Step 2: Review and Investigation

  1. RST will first determine whether the matter raised is related to RST's certification and audit activities.
  2. If so, a responsible department and person in charge will be designated, and if necessary, facts will be investigated through on-site inspections, review of relevant materials, and interviews with relevant individuals.
  3. During this process, any personnel directly involved in the audit or those with potential conflicts of interest will be excluded from the investigation and decision-making process.

3Step 3: Decision on Action

Based on the investigation results, RST may determine appropriate corrective and improvement measures, including:

  • Correction or re-examination of audit/certification results
  • Decisions on maintaining, reducing the scope, suspending, or revoking certification
  • Improvements to related procedures, guidelines, and auditor training
  • Additional measures to improve customer service quality
  • If necessary, notification of results to stakeholders such as related brands and accreditation bodies

Note: In the case of product certification, if it is determined that a certified product does not meet requirements and poses a risk to public safety, drastic measures such as suspension or revocation may be taken.

4Step 4: Notification of Results

  1. After completing the investigation and internal review, RST will compile the results, rationale, and follow-up measures and officially notify the customer via email, official letter, or in writing.
  2. In principle, results will be provided within 14 days of receipt if possible. If delay is unavoidable, the reason for the delay and the expected schedule will be separately provided.

5Step 5: Additional Appeals and Legal Disputes

  • If the customer disagrees with the notified outcome, the customer may request an additional appeal, and RST will initiate a re-review process.
  • If a legal dispute arises, the matter will be handled in accordance with relevant laws, contract terms, and RST's internal regulations regarding compensation and finance.

5. Aftercare and Service Improvement

  • All complaints and appeals are regularly reported in management reviews and used as data for the continuous improvement of RST's certification and verification services.
  • If necessary, additional measures will be taken to prevent recurrence, such as:
    • Revising procedures
    • Strengthening auditor training
    • Improving customer guidance materials

Process Summary

1

Reception

Submit Form

2

Review

Investigation

3

Decision

Take Action

4

Notification

Within 14 Days

Follow-up

Improvement

Contact Us

If you have any questions about the complaints and appeals procedure, please contact us.

Email: support@rstcert.com | Phone: +82(2)3663-1347