Complaints resolution
Background
The proposed FSC complaints procedures are designed to help stakeholders make their concerns about the FSC Accreditation Program known and to find the best way to resolving their complaints.
Complaints can be resolved on different levels within the FSC system. As a principle, disputes should be addressed at the lowest level possible and FSC encourages stakeholders to take a stepwise approach.
- Complaint: initial expression of dissatisfaction regarding the compliance of an FSC accredited certification body with FSC requirements or the performance of the FSC Accreditation Program; based on documented evidence and to which a response is expected.
- Formal complaint: subsequent expression of dissatisfaction with the handling or results of a complaint regarding the compliance of an FSC accredited certification body with FSC requirements or the performance of the FSC Accreditation Program.
Document under public consultation
FSC encourages all interested parties to provide their input on the Final Draft of “PRO-01-008 V1-0 D2-0 EN Processing complaints in the FSC Accreditation Program” and “FSC-PRO-01-009 V1-0 D2-0 EN Processing formal complaints in the FSC Accreditation Program“. Comments received in this consultation will support the FSC Board of Directors in its decision-making process on the policy.
FSC-PRO-01-008 V1-0 D2-0 EN Processing complaints in the FSC Accreditation Program (pdf)
FSC-PRO-01-009 V1-0 D2-0 EN Processing formal complaints in the FSC Accreditation Program (pdf)
The final drafts were developed taking into account the comments from the first consultation in late 2008 and of Motion 4 from the 2008 FSC General Assembly.
To submit your comments, please email dispute.resolution @fsc.org by 20 August 2009.
Additional note
In addition to the above procedures, FSC is developing an accreditation standard with specific dispute resolution requirements for certification bodies. In line with comments received first consultation in late 2008, and to ensure increased clarity and simplicity in FSC's accreditation standards, the requirements of the first draft of “FSC-STD-20-014 Dispute Resolution requirements” have been included in the ongoing revision of “FSC-STD-20-001 The application of ISO/IEC Guide 65:1996 (E) by FSC accredited certification bodies”.
