1. Purpose

The purpose of this process is to define how Essential Standardization Institution (ESI) receives, reviews, and resolves appeals. This system follows the requirements of ISO/IEC 17021 and other applicable international standards for certification bodies.

2. Scope

This procedure applies to all appeals raised by existing ESI customers only in relation to management system certification or associated services provided by ESI.

3. Definitions

An appeal is a formal request for reconsideration of a certification-related decision made by ESI. An appellant may be an organisation, individual, or authorised representative of an existing customer.

4. References

ISO/IEC 17021-1:2015, Clause 9.7 – Appeals.

5. Entry Criteria

Any existing ESI customer may submit an appeal related to decisions taken for certification, training, inspection, or compliance audit services provided by ESI.

6. Logging and Recording of Appeals

The appellant must submit details such as name, contact information, client name, reference number, and a brief description of the appeal. All appeals are logged through the ESI portal and recorded with a unique reference number for tracking.

7. Acknowledgement of Appeals

ESI acknowledges receipt of each appeal within one business working day through email or written communication.

8. Assessment of Appeals

Appeals are assessed by the Certification Manager or an independent appeal panel. Panel members are selected to ensure impartiality and must not be involved in the related audit or certification decision.

9. Response to Appeals

After assessment, ESI communicates the findings and proposed actions to the appellant. If immediate resolution is not possible, the appeal is managed to ensure effective and timely closure.

10. Communicating the Decision

The final decision and any actions taken are communicated to the appellant as soon as possible. Appeals of public interest may be disclosed appropriately after consultation, where required.

11. Appeals Closure

Once the decision is communicated and actions are completed, the appeal is formally recorded as closed in the ESI system.

12. Customer Feedback

ESI collects feedback after certification, surveillance, and re-certification audits to assess audit performance and customer satisfaction. Feedback is analysed and reviewed during management review meetings for continual improvement.