Complaints & Appeals

We confirm whether the matter concerns certification activities for which ACS is responsible. If it does, we evaluate and investigate it. If it falls outside our responsibility, we explain our position and, where appropriate, identify a more suitable route.

If you are unsure whether your concern is a complaint or appeal, choose “Not sure / Dispute.” ACS will assess the nature of the issue and apply the appropriate process. A complaint expresses dissatisfaction; an appeal requests reconsideration of a certification decision. Classification does not prejudge the merits.

ACS gathers and verifies the information needed to evaluate the case, considers previous similar appeals when relevant, records its reasoning and determines necessary actions. We may contact you for clarification or additional evidence.

Submitting a complaint or appeal, its investigation and its outcome will not result in discriminatory action against the submitting party.

For management system appeals, personnel handling the appeal are different from those who performed the audit and made the certification decision. Decisions communicated on complaints or appeals are made by, or reviewed and approved by, individuals not previously involved in their subject.

For activities covered by ISO/IEC 17065, the decision is made by, or reviewed and approved by, personnel not involved in the related certification activities. Anyone who provided consultancy to, or was employed by, the client is excluded from reviewing or approving that client's complaint or appeal resolution for two years after that relationship ended. ACS checks competence, independence and conflicts before assignment.

A valid complaint concerning an ACS-certified client is referred to that client at an appropriate time. Where management system certification is concerned, our examination considers the effectiveness of the certified management system. We evaluate the client's response and determine whether further certification action is necessary.

Case information is handled confidentially, with access limited to authorized persons who need it for handling the matter or fulfilling applicable obligations. Relevant information may need to be shared with the certified client or other involved parties to investigate fairly. Confidentiality does not mean that every detail can be withheld from the subject of a complaint.

Where disclosure is legally required or permitted under applicable arrangements, ACS follows its confidentiality obligations, including notification where required and legally permitted. For management system complaints, ACS determines with the certified client and complainant whether, and to what extent, the subject and resolution will be made public. Submissions and attachments are not published automatically.

We provide acknowledgment, progress information and the result as appropriate to the applicable process; for management system appeals, progress reports and the result are provided to the appellant. We provide formal notice when an appeal is concluded. For complaints, we provide formal outcome and closure notification whenever possible, consistent with the applicable requirements.

The three-business-day commitment is for acknowledgment or an initial response, not a promise of final resolution. Investigation time depends on the issue, evidence and information needed. We communicate progress and explain significant delays rather than promise an unsupported fixed closure date.

ACS records the case, investigation, decisions and communications; takes necessary correction, corrective action or other follow-up; and retains the records under its controlled procedures. If you remain dissatisfied, contact us using your reference so we can explain any further route available under the applicable scheme or accreditation arrangements.

For complaints, you may omit identifying contact details. This limits our ability to clarify facts, acknowledge by email or communicate progress and the outcome. Keep the on-screen reference and contact ACS with that reference if you later wish to follow up. Appeals require identification of the applicant or client and its authorized representative.

You may also submit in writing by email to info@canadacerts.ca, or by post to ACS Canada Certification Inc., 318–901 Third Street West, North Vancouver, BC V7P 3P9, Canada. You are not required to use this web form. Telephone assistance: +1 604 924 5506 ext. 377.