Appeals & Complaints

Appeals

Appeals based on error, omission, or procedural deficiencies can be revisited. Appeals based on findings, or methodology cannot be appealed.

SC maintains a documented process to receive, evaluate, and decide on appeals. All appeals and related actions will be recorded and tracked until resolution. SC retains sole responsibility for all decisions during the appeals-handling process.

Upon receipt of an appeal, SC will acknowledge receipt of the appeal in writing to the appellant, provide a copy of the appeals process and identify the persons engaged in the appeals process. Upon request SC will make publicly available a description of the appeals-handling process. SC will ensure staff engaged in the appeals-handling process are different from those who carried out the validation or verification and preparation of Statements on the Environmental Information Statement. SC will ensure decisions on appeals will not result in any discriminatory action against the appellant. Upon the final decision relating to any appeals, SC will provide a copy of the final appeal response which may include revised Validation/Verification Statement, Report, findings and corrective actions as appropriate.

Upon receipt of an appeal SC will assign the appeal to a competent party who was not involved in the activity which generated the appeal. Information collected will include:

• Appeal type,
• Location,
• Customer contact,
• Appeal validation,
• Whether the appeal relates to validation or verification
• Severity and how the appellant detected the issue.

Upon review of the preliminary information and depending on the ease of correction or the severity of the appealed decision, the appeal may be converted into an action plan.

SC staff tasked with completing each activity, as well as their supervisors or Validators/Verifiers, will be notified of their responsibilities for completion. Action plans will include the following information:

• Type of action required,
• Specific action required,
• People responsible for completing the action,
• Target date for completion of appropriate action, and
• Type of review for completed actions

Complaints

SC defines complaints as an “expression of dissatisfaction made to an organization, related to its product or service, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected. Complaints can be made in relation to other processes where the organization interacts with the customer. Complaints can be made directly or indirectly to the organization.”

SC maintains a documented process to receive, evaluate and resolve complaints. All complaints and associated actions will be tracked and recorded until final resolution. SC will make available a description of the complaints-handling process upon request.

Upon receipt of a complaint SC will assign the complaint to a competent party who was not involved in the activity which generated the complaint. Information collected will include:

• Complaint type,
• Location,
• Customer contact,
• Complaint validation,
• The customer’s perception of SC’s guarantees, including any written statements and related documentation,
• Whether the complaint relates to validation or verification,
• Severity and how the complainant detected the issue

Upon review of the preliminary information and depending on the ease of correction or the severity of the complaint, the complaint may be converted into an action plan. SC staff tasked with completing each activity, as well as their supervisors or Validators/Verifiers, will be notified of their responsibilities for completion. SC will ensure the resolution of the complaint will not result in any discriminatory action against the complainant. Action plans will include the following information:

• Type of action required,
• Specific action required,
• People responsible for completing the action,
• Target date for completion, and
• Type of review for completed actions.

SC commits to guarding the confidentiality of the complainant and the subject of the complaint.

SC shall advise the complainant of receipt of the complaint, the complaint-handling process, the persons engaged in the process, and shall provide final complaint response and, wherever possible, formal notice of the outcome.