How to raise a concern about our service, report a certified client, or formally appeal a certification decision.
Are you unhappy about the service we have provided you with? Please let us know! PGCS is a professional Certification Body that assesses organizations on their compliance with requirements, operational control and proper implementation of their systems.
Unfortunately this does not automatically mean that we always get everything right ourselves. However, we are keen to learn where our services could have been better, and we kindly invite you to inform us of anything that we could improve on or need to rectify.
To enable us to fully understand what has (or hasn't) happened, please explain the issue in as much detail as possible and include at least the following:
What has or hasn't happened?
Who were involved (PGCS personnel and others)?
When and where did it happen?
How would you like to see it resolved, or what action do you think we need to take?
Ready to submit a complaint? Call us on +92 55 4555545 or write to us and we'll take it from there.
Contact UsAs the certifier of many different organizations, we take complaints about our certified clients seriously — especially where the issue may relate to their certification and/or the implementation of their certified management system.
When reporting such issues to us, please be as specific as you can about what has happened, where, when, and how this, in your opinion, relates to their certification.
On receipt of a complaint, we will investigate the situation. It's important to understand that this may include discussion of the complaint with the certified client it relates to — as a result, the client may become aware of your identity. If you don't want this to happen but still want us to take action, please contact our Certification Manager for a confidential discussion before you lodge your complaint.
We strive to inform you about the outcome of our investigations and any subsequent actions taken. Please note, however, that our Confidentiality Policy may prevent us from disclosing specific information about the outcome of an investigation or the actions taken.
Contact our Certification Manager directly for a confidential discussion before lodging a formal complaint — we're happy to talk through your options first.
We notify our clients of every certification decision we make, including granting or not granting certification, temporary suspension, and termination of certification. With this notification, you're informed of your right to appeal the decision and the process for doing so.
Appealing a certification decision is a formal step in the certification process and is treated more formally than a complaint. Any client who wants to appeal a decision made by the independent Certification Approval Panel has the right to do so, provided the appeal is based on one or more of the following grounds:
The certification decision is incorrect.
The certification decision is not based on all available evidence (at the time of the audit).
The correct procedure for evidence gathering has not been followed.
There are special circumstances that should have been taken into consideration during assessment or decision making.
Appeals must be submitted within 6 weeks of being informed of the certification decision. Appeal forms are available from our office in electronic or hard copy format.
Held within 2 weeks of receipt of an appeal. Everyone involved in the review must be independent, with no prior role in the original assessment or certification decision.
You'll be informed of the outcome of the appeal process, and of any resulting certification decision, in writing.
If there is any reason to question the legitimacy of the appealed certification decision, the appeal is granted and a new certification decision is made by the Certification Approval Panel. This does not automatically mean the new decision will differ from the original.
If the appeal review does not reveal any reason to question the legitimacy of the decision, the appeal is denied and the certification decision remains unchanged. You'll be informed of this outcome in writing.
Get in touch and our team will guide you through the right process for your situation.