ISO is interested to hear from you if you feel that ISO’s management system standards, such as ISO 9001, ISO 14001 or ISO 50001 are being misused.
ISO's objective in addressing these complaints is to encourage and facilitate dialogue between you, as the complainant, and the other parties involved, with a view to finding a mutually beneficial resolution. Nevertheless, ISO does not guarantee a resolution to your complaint, nor does it assume any liability for any consequences arising out of the steps taken to resolve your complaint.
Actions to complete before sending a complaint to ISO
Before submitting a complaint, please make sure you have completed the following:
- Officially complained to the certified company in question.
- If you are dissatisfied with the response from the certified company you should make an official complaint to the certification body, which has issued the certificate to the aforementioned company.
- If you are dissatisfied with the response from the certification body you should contact the national accreditation body, which accredited the certification body, and make the complaint directly to them. The name of the national accreditation body can be obtained from the International Accreditation Forum (IAF) website, www.iaf.nu.
- If you receive an unsatisfactory complaint from the national accreditation body you should then make your complaint to ISO by following the instructions provided below.
Sending your complaint to ISO
To make a complaint to ISO in relation to its management system standards please send your complaint and all related information to MSSComplaints@iso.org
In order to help us in addressing your complaint, as much of the following information as possible should be provided:
- your contact details
- information about the parties that are the subject of the complaint (including contact details, if possible)
- details about your complaint, including a chronology of events (including dates, parties, etc.), and
- information about the steps that you have taken to address your complaint.
Processing of the complaint
Using the information you provide ISO will attempt to help you work towards a resolution. This may require ISO to contact the parties that you referenced in your complaint or any other body ISO deems appropriate. By submitting your complaint, you hereby authorize ISO to share any parts of the information contained in your complaint, including your name and contact details, to these parties at ISO's entire discretion. If you wish your complaint to remain confidential, you must clearly specify this in your complaint.A response to your complaint will be sent to you within 14 days after its submission to ISO.