Feedback, complaints and appeals

All interested parties may submit feedback regardless of whether you are a customer of ours or otherwise affected by our work with certification, verification or validation. Cases are handled as feedback, complaints or appeals depending on their nature. 

If you wish to have a decision on certification, verification or validation reconsidered, it will be handled as an appeal. An appeal must be submitted within three weeks of the decision on certification, verification or validation. This also applies if you wish to have a previous decision in a complaint case reconsidered. 

If your feedback also concerns other parts of RISE, those parts will be involved in the handling of the case. 

Information we need 

To handle your feedback, please provide the following information: 

• full name;
• contact details such as address, email address and phone number;
• the assignment or service concerned;
• the reason for the feedback, complaint or appeal. 

How your case is handled 

Your feedback will be registered as a case and categorised as feedback, a complaint or an appeal. We will then appoint a case officer who has not been involved in the relevant assignment. The case officer will handle the case according to the following process: 

• analyse the received information and assess the scope of the case
• collect any additional information—internally, from you as the complainant, and from the certificate or statement holder if relevant
• compile all information related to the case
• prepare a recommendation for a decision, including any actions 

Decisions are made by the responsible manager. In the event of an appeal, the case will also be handled by our external impartiality committee, the Certification Board, which consists of independent interested parties to RISE. The Certification Board’s task is to provide a recommendation, but the final decision is made by RISE. 

You will receive confirmation once we have received your feedback, updates at relevant stages during the handling of the case, and information when a final decision has been made. 

If you would like us to publish your complaint and the decision in the case, please let us know (this does not apply to personal data in accordance with GDPR). 

Please send your feedback to certifiering@ri.se