Complaints and grievances

GAIA Complaint, Feedback, and Grievance Management Process

This page outlines the complaint, grievance, and feedback process for GAIA, as well as the management methods for handling complaints, grievances, or feedback.

definition

Before initiating the subsequent process, please read the definitions on this page to ensure that you have understood all the information.

Please contact us after ensuring that you have gathered all necessary information regarding complaints or grievances.

complaint

Officially express dissatisfaction with GAIA personnel, services, decisions, and/or customers.

feedback

Information regarding products, personnel performance, or processes that GAIA receives as a basis for improvement.

appeal

A formal request made by the applicant or licensee to review the results of the complaint

 investigation.

Certification approver

The personnel authorized by GAIA to make certification decisions.

decide

Complaint or grievance review/investigation results.

person in charge

The GAIA personnel responsible for handling complaints.

Complaint procedure

You can send an email, letter, or call the GAIA contact person to lodge a complaint.

When lodging a complaint, please provide detailed complaint information and any supporting evidence.

Upon receiving your complaint, GAIA will assign a responsible person to manage your complaint. The responsible person will notify you that your complaint has been received.

The person in charge should manage complaints until they are accepted.

GAIA will investigate your complaint. Upon receiving the decision regarding the complaint, the responsible person will inform you.

If you are dissatisfied with the investigation results and decision regarding your complaint, you may lodge an appeal against the complaint decision.

Grievance process

If you are dissatisfied with the complaint handling result, you can contact the person in charge, lodge an appeal with GAIA, and submit the following written documents:

    ◆ Petition

    ◆ Evidence supporting the appeal

The person in charge will forward the appeal request to the head of global technical services.

The General Manager of Certification Services will provide written confirmation of receipt of your complaint and arrange for an independent review of your complaint. The review includes:

    ◆ Interview with stakeholders

    ◆ Review all relevant documents

    ◆ Review the information provided by the complainant

    ◆ Review standards, schemes, and other relevant requirements

After the review is completed, the General Manager of Certification Services will notify you in writing of the outcome of your appeal. The decision made by GAIA regarding your appeal is considered final.

If you are dissatisfied with the outcome of your complaint, you have the right to contact the relevant certification body.

For individuals and enterprises who submit any complaint applications, investigations, or feedback, we will keep their information confidential and ensure the continuous provision of professional and impartial review services.

Contact information for appeals and complaints:

Tel: 0510-85218007

Email: service@gaiasts.com