GL 7/2007: PEFC Council procedures for the investigation and resolution of complaints and Appeals

OBJECTIVE

The objective of this guideline is to describe the responsibilities and actions of the PEFC Council and the PEFC National Governing Bodies in relation to the investigation and resolution of complaints and appeals.

The PEFC Council regards all complaints and appeals as opportunities to improve its services and implement corrective and preventive measures. The PEFC Council is committed to monitoring and achieving continual improvement in all areas of its activities and those of its members.

SCOPE

This guideline details procedures for complaints and appeals to the PEFC Council which concern decisions and/or activities of the PEFC Council or its members

Complaints and appeals relating to the decisions and activities of a certified entity; an accredited certification body or an accreditation body shall be dealt with by the complaints and appeals procedures of the relevant accredited certification body; accreditation body; or by the International Accreditation Forum.