Complaints and Appeals – Process, Timelines

Guardian Assessment Pvt. Ltd. is committed to handling complaints and appeals fairly, impartially, confidentially and without discrimination. Submitting a complaint or appeal will not result in punitive or adverse treatment unrelated to the merits of the matter.

A complaint is an expression of dissatisfaction concerning Guardian's inspection services or related conduct where a response is expected. It may relate to matters such as:

• inspector conduct or professionalism;
• delay or communication;
• failure to follow an agreed process;
• confidentiality or impartiality concerns;
• misuse of a Guardian inspection report; or
• another aspect of Guardian's inspection service.

A disagreement with an inspection conclusion should normally be submitted as an appeal rather than a complaint.

An appeal is a request by an affected party for Guardian to reconsider an inspection conclusion or another appealable decision arising from an inspection assignment. An appeal should explain the disputed conclusion and provide relevant evidence or grounds for reconsideration.

An appeal is not a request to change a valid conclusion for commercial reasons and does not automatically suspend or invalidate the original report.

Send complaints or appeals to info@guardiancertification.com. Use one of these subject lines:

• Inspection Complaint
• Inspection Appeal

Include, where available:

• name and contact details of the submitter;
• organization represented;
• inspection application or report number;
• inspected site, product, lot or activity;
• date of inspection;
• clear description of the issue;
• supporting evidence or documents;
• outcome or remedy requested; and
• any confidentiality concerns.

1. Receipt and acknowledgement. Guardian records the submission and normally acknowledges receipt within five working days. Acknowledgement does not mean that the complaint or appeal has been accepted as valid.

2. Validation. Guardian confirms whether the matter relates to its inspection activities and whether sufficient information is available. Additional information may be requested. Matters outside Guardian's control may be redirected to the appropriate party where this can be done lawfully.

3. Independent evaluation. The matter is assigned to competent personnel who were not involved in the inspection activity or original decision being challenged and who do not have a conflict of interest. Where necessary, technical records, contracts, correspondence, photographs and statements may be reviewed.

4. Progress and decision. Guardian aims to communicate the outcome within 30 working days after receiving sufficient information. If additional time is required because of complexity, external evidence or availability of the parties, Guardian will provide a progress update and a revised target date.

5. Formal outcome and closure. Guardian communicates the decision and, where appropriate, the reasons and corrective action. The complainant or appellant is informed when the process is complete. Records are retained in accordance with Guardian's document-control and confidentiality requirements.

Where an investigation identifies a failure in Guardian's system or service, Guardian may correct the affected work and take action to prevent recurrence. The existence of a complaint or appeal does not itself prove that Guardian or the inspected party acted incorrectly.

Complaint and appeal information is shared only with personnel and external parties who need it for fair evaluation, legal compliance or corrective action. Guardian will consider the confidentiality interests of the submitter and other affected parties.

Guardian will not publicly disclose the identity of a complainant or details of the matter without authorization unless disclosure is required by law.