Complaints and appeals
GAIA Complaints, feedback and complaints management process
This page describes GAIA's complaints, appeals and feedback processes and how complaints, appeals or feedback are managed.
Definition
Before starting the process, please read the definition on this page to make sure you understand all the information.
Please contact us after making sure you know all the necessary information about the complaint or grievance.
Complain
Formal expression pairGAIAPeople, services, decisions and/or customer dissatisfaction.
feedback
GAIAInformation received about products, human performance, or processes as a basis for improvement.
appeal
A formal request by the applicant or licensee to review the findings of a complaint investigation.
certifier
Persons authorized by GAIA to make certification decisions.
Decide
Complaint or grievance review/investigation results.
Person in charge
Responsible for handling complaintsGAIApersonnel。
Complaint procedure
When making a complaint, please provide detailed complaint information and any supporting evidence.
Upon receipt of your complaint, GAIA will assign a responsible person to manage your complaint. The person in charge will inform you that the complaint has been received.
The person in charge shall conduct complaint management until the complaint is accepted.
GAIA will investigate your complaint. The person in charge will inform you of the decision upon receipt of the complaint.
If you are not satisfied with the findings and decision of the complaint, you may appeal against the decision.
Appeal process
If you are not satisfied with the outcome of the complaint processing, you may contact the responsible person to lodge a complaint with GAIA and submit the following written documents:
◆ petition
◆ Evidence of complaint
The person in charge forwarded the appeal request to the Head of Global Technical Services.
The General Manager of Certification Services will acknowledge receipt of your complaint in writing and schedule an independent review of your complaint. The audit includes:
◆ Talk to stakeholders
◆ Review all relevant documents
◆ Review the information provided by the complainant
◆ Review standards or programs and other relevant requirements
Upon completion of the audit, the General Manager of Certification Services will inform you in writing of the result of the acceptance of the appeal. GAIA's decision to appeal shall be deemed final.
If you are not satisfied with the outcome of your complaint, you have the right to contact the relevant certification body.
We will keep confidential the information of individuals and enterprises who submit any complaint application, investigation, and feedback, and ensure that we continue to provide professional and impartial review services.