Complaints
Aphoristic International is committed to handling all complaints fairly, confidentially, and in a timely manner. If you are dissatisfied with any certification decision, audit conduct, certified client’s behavior, or any service provided by Aphoristic International, we encourage you to submit a formal complaint using the process below.
What is a Complaint?
A complaint may relate to:
- The conduct of an auditor or Aphoristic International staff
- A certification decision you disagree with
- The behavior or practices of an organization certified by Aphoristic International
- Service quality, delays, or communication issues
- Any breach of impartiality, confidentiality, or ethical conduct
Our Complaint Handling Policy
Aphoristic International follows a structured and impartial complaint resolution process in line with international accreditation requirements (IAF/ISO 17021-1). Our commitment includes:
- Confidentiality – All complaints are handled discreetly, and the complainant’s identity is protected.
- Impartiality – Complaints are investigated by personnel not involved in the matter under dispute.
- No Retaliation – Submitting a complaint will not affect your certification status or ongoing services.
- Acknowledgment – Every complaint is acknowledged in writing within a defined timeframe.
- Fair Investigation – All relevant facts, documents, and parties are reviewed before a decision is made.
- Resolution & Closure – The complainant is informed of the outcome and any corrective actions taken.
Our Complaint Handling Policy
Submission
Submit your complaint through the form below, by email, or by phone. Please share full details and attach supporting documents if available.
Acknowledgment
You will receive a written acknowledgment within 3 working days, confirming that your complaint has been received and officially logged.
Investigation
A qualified, impartial reviewer not involved in the original matter investigates your complaint. This typically takes 10–15 working days.
Decision
Once the investigation concludes, you will be informed of the findings along with any corrective or preventive actions that were taken.
Closure
The complaint is formally closed once you confirm satisfaction with the resolution, or after a final review by management has been completed.
Appeal (if applicable)
If you remain unsatisfied with the final outcome, you may kindly request a formal review through our official Appeals process for further consideration.
Confidentiality Statement
All information shared in your complaint will be treated as strictly confidential and used solely for the purpose of investigation and resolution. Your details will not be disclosed to any third party without your consent, except where required by law or accreditation bodies.
