Procedure for Handling Complaints and Appeals by Sustainable Innovation in Practice
A. Steps for Handling Complaints and Appeals
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Interested parties shall submit complaints or appeals related to assessment processes, verification, and/or performance to SIP, with copies submitted to the relevant authorities.
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SIP shall accept appeals no later than fourteen (14) calendar days after the issuance of the decision.
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SIP shall receive and record all incoming complaints or appeals.
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SIP shall review and evaluate the submitted complaints or appeals.
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SIP shall provide an initial written response regarding the relevance of the complaint or appeal no later than seven (7) working days after receipt.
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The written response shall represent the results of SIP’s analysis of the complaint or appeal.
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Complaints or appeals deemed relevant shall be further processed by the Complaints and Appeals Committee established by SIP.
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The Complaints and Appeals Committee shall conduct an investigation into the substance of the complaint or appeal.
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The Committee shall prepare a written investigation report containing the results of the substantive review and recommendations for resolution.
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The investigation report shall be submitted to SIP.
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PT SIP shall review and evaluate the Committee’s investigation report.
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Based on the report, SIP shall prepare and deliver a written response to the complainant or appellant.
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If the complaint or appeal cannot be resolved by SIP, the applicant may submit the complaint or appeal to the accreditation body or relevant authority, with a copy to the relevant ministry.
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Complaints or appeals at the accreditation body level shall be resolved in accordance with applicable regulations.
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During the complaint or appeal handling process, certificates issued by SIP shall remain valid.
B. Timeline Complaints and Appeals for Certification Schemes
I. Timeline for the SVLK Certification Scheme
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Complaints
Upon receipt of a complaint, SIP shall resolve the complaint no later than twenty (20) days from the date the complaint is submitted. -
Appeals
a. Appeals must be submitted to SIP no later than fourteen (14) days after the issuance of the decision.
b. Initial response to the appeal shall be provided no later than seven (7) working days after receipt.
c. Investigation shall be conducted by the Appeals Committee.
d. The resolution of appeals under the SVLK scheme shall be delivered in writing to the applicant no later than twenty (20) calendar days after receipt of the investigation report.
II. Timeline for the ISPO Certification Scheme
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Complaints
Upon receipt of a complaint, SIP shall resolve the complaint no later than thirty (30) days from the date the complaint is submitted. -
Appeals
a. Appeals must be submitted to SIP no later than fourteen (14) days after the issuance of the decision.
b. Initial response to the appeal shall be provided no later than seven (7) working days after receipt.
c. Investigation shall be conducted by the Appeals Committee.
d. The resolution of appeals under the ISPO scheme shall be delivered in writing to the applicant no later than thirty (30) calendar days after receipt of the investigation report.
III. Timeline for Management System Certification Scheme
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Complaints
Upon receipt of a complaint, SIP shall resolve the complaint no later than thirty (30) days from the date the complaint is submitted. -
Appeals
a. Appeals must be submitted to SIP no later than fourteen (14) days after the issuance of the decision.
b. Initial response to the appeal shall be provided no later than seven (7) working days after receipt.
c. Investigation shall be conducted by the Appeals Committee.
d. The resolution of appeals under the Management System Certification Scheme shall be delivered in writing to the applicant no later than thirty (30) calendar days after receipt of the investigation report.
C. Guidelines for Submitting Complaints and Appeals
I. Guideline for SVLK Certification Scheme
II. Guideline for ISPO Certification Scheme
- Complaints may be submitted by clients (plantation companies or individual farmers/farmer groups), affected communities, or independent monitors regarding dissatisfaction arising during and after the ISPO certification process.
- Appeals are submitted by ISPO certification applicants via the SIP regarding dissatisfaction with the ISPO certification decision received.
- Complaints and appeals must be submitted via the Complaint Form (SIP-F-SAL-03-03), prepared in writing and signed by the complainant/appellant (or their authorized representative); accompanied by supporting documents and a proposed resolution to the issue.
- The complaint and appeal handling process is carried out by the Complaints or Appeals Committee (as applicable) established by SIP to handle such complaints or appeals (as applicable)