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Complaints and Appeals

In accordance with standard NF EN ISO/IEC 17065, IRICE has a documented process for receiving, assessing and handling complaints and appeals relating to its certification activities. Cofrac Accreditation No. 5-0655, Product, Process and Service Certification, scope available at www.cofrac.fr.

Definitions

Complaint

Dissatisfaction expressed in writing by a third party (other than a certified client) concerning IRICE, its certification activities, or a certified client.

Appeal

Dissatisfaction expressed in writing by a certified or prospective client concerning an IRICE decision (certification, suspension, withdrawal, scope extension, non-conformity, etc.).

Handling process

All complaints must be submitted in writing. IRICE undertakes to follow the steps below:

  1. 1

    Receipt

    The complaint is submitted in writing via the contact form or by post.

  2. 2

    Acknowledgement of receipt

    Sent within 15 working days to the complainant.

  3. 3

    Admissibility assessment

    The facts must be less than 2 months old and relate to the scope of the certificate or IRICE certification activities.

  4. 4

    Analysis and resolution

    Handling is carried out by persons independent of the subject of the complaint or appeal, in compliance with confidentiality. Target: resolution within 1 month.

  5. 5

    Communication and closure

    The complainant is informed at each key stage. A written and reasoned response is issued upon closure. If handling exceeds 2 months, progress updates are communicated at least every 2 months.

Appeal specifics

The appeal must be submitted in writing within 2 months of the contested decision. The review is entrusted to the Impartiality Committee, composed exclusively of persons who did not participate in the initial decision, in accordance with §7.13.5 and §7.13.6 of standard ISO/IEC 17065.

An explanatory meeting may be offered within 15 days of receiving the appeal. The distinction between an appeal and an assessment restart is specified: an applicant cannot have a pending appeal and an assessment restart request for the same decision simultaneously.

Inadmissible complaints

The following complaints are recorded for information purposes but are not investigated under this procedure:

  • Oral or anonymous complaints
  • General information requests
  • Commercial disputes (quotes, contractual terms)
  • Any challenge with no direct connection to certification activities

In case of decision contestation

If the complainant contests the decision rendered, the file is referred to the Impartiality Committee for an independent review, in accordance with the requirements of standard ISO/IEC 17065 §7.13.5. The committee rules within one month.

Filing a complaint

To file a complaint or appeal, submit your claim in writing, specifying the facts, dates and supporting documents.

Electronically

Contact form

Select "Complaint" or "Appeal" as the request type.

By post

IRICE — Quality Department
10 rue du Lieutenant Parayre
Espace Wagner Building A2
13290 Aix-en-Provence, France