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Public Procedure — P-CAL-04

Complaints and Appeals Procedure

Methodology established by ISCB® for resolving appeals and complaints from applicants, candidates and certified professionals within the scope of certification activities, in conformance with ISO/IEC 17024:2012.

Reference: P-CAL-04 V.00 Approval date: 2024-04-15 Published: 2026-02-25 Certification body: International Security Certification Board SAS / LLC Applicable standard: ISO/IEC 17024:2012 · Clause 9.8

1. Objective and scope

Objective

Describe the methodology established by ISCB® to receive, evaluate and resolve appeals and complaints from clients within the scope of personnel certification activities.

Scope

This procedure applies to all activities directly related to candidates, applicants and certified professionals of ISCB® in its capacity as a personnel certification body. It covers the stages of application, evaluation, certification decision, suspension and withdrawal of certification.

Responsibilities

Specific responsibilities are described in the MN-RH-01 Functions Manual. In general terms, the Chief Executive Officer, the Technical Director, the Administrative Director and the Complaints and Appeals Committee are responsible.

2. Definitions

Appeal
Request by the supplier of the conformity assessment object to the certification body to reconsider a decision it has made in relation to that object (ISO/IEC 17024:2012).
Complaint
Expression of dissatisfaction, other than an appeal, made by any person or organisation to the certification body, relating to the activities of that body, where a formal response is expected.
Complainant
Person, organization or their representative who expresses a complaint.
Feedback
Opinions, comments and expressions of interest about the services or the complaints-handling process.
Customer satisfaction
Customer's perception of the degree to which their requirements have been fulfilled.

3. Complaints and appeals policy

For ISCB®, justice, equity, impartiality and transparency in the outcomes of evaluations and certifications are fundamental to the confidence of applicants, candidates and certified persons. Accordingly, management has established the following principles:

  • Any applicant, candidate or certified person who disagrees with the results of evaluations or with decisions of the certification process has the right to file an appeal, claim or complaint.
  • ISCB® defines clear procedures and mechanisms for receiving, handling, managing information and responding to complaints, claims and appeals.
  • Impartiality, independence, integrity and reliability are guaranteed in the reception and handling of every appeal, claim or complaint, with accessible channels for submission.
  • All personnel participating in the Complaints and Appeals Committee must be different from the personnel involved in the complaint or appeal, to ensure impartiality and objectivity in the process.

4. Appeals procedure

When can an appeal be filed?

A client (applicant, candidate and/or certified person) may file an appeal when they disagree with a decision made by ISCB®. The appeal must be duly substantiated. Grounds for appeal include, but are not limited to:

  • Incorrect personal data or inaccurate information in the application.
  • Decisions made during the evaluation or examination process.
  • Certification decisions with which the candidate disagrees after the evaluation process has been concluded.

Deadline and form

The appeal must be filed immediately upon receipt of the notification of the decision, by completing form F-CAL-05 (Corrective and Improvement Action). If the client does not file the appeal within that period, it is understood that they accept the decision with no further recourse.

Treatment of the appeal

  1. Submission: The client submits the appeal in writing by completing form F-CAL-07 (Complaints and Appeals Reception and Treatment Form), provided by the person delivering the examination results.
  2. Reception and validation: The recipient forwards the appeal to the Technical Director, who confirms the information with the client and determines the validity of the appeal.
  3. Acknowledgement: Receipt of each appeal must be acknowledged to the appellant within ten (10) calendar days, stating whether it was accepted and, if not, the reasons.
  4. Investigation: The CEO initiates the investigation, analyses the grounds of the appeal, reviews relevant records and gathers information from the client. All findings are presented to the Complaints and Appeals Committee.
  5. Committee decision: Committee members, who must not be involved in the cause of the appeal, review the findings, make decisions and document all actions in form F-CAL-07. Actions must not be discriminatory against the appellant.
  6. Notification: A formal written response is issued to the appellant notifying the conclusion of the process, the findings and the decisions taken. The response time must not exceed thirty (30) calendar days.

Timeline summary — Appeals

Stage Maximum deadline
Acknowledgement to appellant 10 calendar days
Final response with decision 30 calendar days

5. Complaints procedure

When can a complaint be filed?

When a client or user is dissatisfied with the service provided by ISCB® at any stage of the certification process, they may file a complaint. A complaint differs from an appeal: it does not challenge a technical certification decision but rather addresses conduct, treatment or the quality of the service rendered.

Treatment of the complaint

  1. Submission: The complainant files the complaint by completing form F-CAL-07 (Complaints and Appeals Reception and Treatment Form) or through the channels provided by ISCB®.
  2. Reception and registration: The complaint is registered with an identification code and all supporting information in form F-CAL-07.
  3. Investigation: The Complaints and Appeals Committee, composed of personnel not involved in the subject of the complaint, investigates, analyses process data and indicators, and prepares a report with proposed corrective actions.
  4. Response to client: The complainant receives the complaint analysis form together with notification of the actions taken. Records are retained in accordance with the management system records control.
  5. Follow-up and improvement: Corrective actions arising from complaints are monitored by the Committee and incorporated into the management system's continuous improvement cycle.

6. Normative references

  • ISO/IEC 17024:2012 — Conformity assessment — General requirements for bodies operating certification of persons. Clause 9.8 (9.8.1 to 9.8.7): Complaints and appeals.
  • Resolution 0217 of 2014, Article 11 – item 13 — Applicable Colombian legal requirement for the personnel certification body.
  • MN-RH-01 — ISCB® Functions Manual.
  • F-CAL-05 — Form: Corrective and Improvement Action.
  • F-CAL-07 — Form: Complaints and Appeals Reception and Treatment.