SOP97 (Appeals) aims to provide a transparent procedure for handling appeals from organizations that disagree with certification or accreditation decisions made by EFRC. Appeals must be lodged via a substantiated letter or electronic means no later than 30 days after the decision notification. The process is managed by an independent and impartial Appeals Panel (AP) or Technical Appeals Panel (TAP) to ensure there is no conflict of interest. These panels are responsible for evaluating facts, conducting hearings within three weeks of receipt, and making decisions based on a majority vote, which are then considered binding.+4
SOP98 (Handling of Complaints and Non-Conformance) outlines the steps for resolving dissatisfaction regarding the activities of EFRC or bodies certified by them. Complaints can be submitted through various channels such as telephone, email, or letter, but must be based on objective evidence rather than hearsay. Valid complaints are registered and investigated by an independent Investigative Officer who ensures corrective actions are taken and the complainant is advised of the outcome. Additionally, EFRC may conduct short-notice audits to investigate complaints or follow up on suspended clients to ensure ongoing compliance with certification criteria
EFR Cert 