- The complainant outlines their concerns in a letter to the Program Participant’s certification body.
- The certification body may request additional specifics associated with the concerns, and will investigate the issue in accordance with procedures approved by their accreditation body.
- If the certification body finds a sound basis for the complaint, it will require that the Program Participant take corrective action to address the complaint and advise the complainant accordingly.
- If the certification body does not find a sound basis for the complaint and feels the certification was appropriately granted and performance has not changed since the certification, it will inform the complainant of this.
If the findings of the certification body do not satisfy the complainant, the complainant can appeal to the higher authority, which is the body that accredited the certification body. This is either the ANSI-ASQ National Accreditation Board (ANAB), the Standards Council of Canada (SCC), or the American National Standards Institute (ANSI). The accreditation body will then conduct its own investigation into the complaint.
In the event of litigation between the complainant and Program Participant, the complaint process shall be suspended pending resolution of the litigation. It shall be restarted once the litigation is resolved if SFI nonconformity issues remain.