Procedure for laying complaints with SANAS

Should there be a need to lay a complaint with SANAS for any Conformity assessment body for example a Gas test station or a Certification body or similar organisations, then the following procedure as per their policy document 12-11 has to be followed:

1. The complaint has to be submitted within 30 calendar days after the event that lead to the complaint. (This may be waivered depending on the risk, but no longer than 12 months after the event.) The necessary supporting evidence has to be submitted with the complaint.

2. The next step is that SANAS will ensure that the applicant and Conformity assessment body first has an opportunity to resolve the complaint raised against them. If the CAB has not satisfactorily resolved the complaint within a reasonable length eg 3 months, the complainant has the right to refer the matter to SANAS. Once the validity has been confirmed, SANAS will then investigate the matter.

3. Should the complaint indicate non-compliance, SANAS will address the issue directly with the CAB. Following will be procedures such as corrective actions.

4. The outcome will be relayed to the complainant in writing

5. There is an appeal process as well.