Neocert Complaint & Appeal Channel

This is our official channel for submitting complaints and appeals related to Neocert’s certification processes and internal improvements. All information provided is confidential and will be retained solely for the purpose of Neocert’s complaint handling procedures.

Complaint Handling Process

If your complaint concerns services provided by Neocert, we will respond within two working days. The same timeline applies to complaints forwarded to other relevant parties.

If the complaint relates to a certification body, we will conduct an analysis to determine whether it constitutes a valid complaint within our scope. You will receive a response from Neocert regarding the handling of your complaint within two weeks.

An investigation will be conducted into the circumstances described, and Neocert may contact you during this phase. Within three months, you will receive a reply from Neocert summarizing the investigation and its outcomes.

If you are dissatisfied with the handling of your complaint, you may submit a new complaint to Neocert using the same form link. If you disagree with Neocert’s complaint handling process, you have the right to refer the matter to Assurance Services International (ASI). As a final recourse, please contact FSC.

Appeal Process

When a client disagrees with a certification decision issued by Neocert, they may file an appeal. The appeal will be assigned to a qualified technical supervisor who will act as the decision-maker. This supervisor must recuse themselves if they were involved in the previous certification decision (i.e., they must not have participated in the relevant certification process).

If you remain unsatisfied with Neocert’s decision, you may request the formation of an appeal committee.

The committee shall make decisions by a simple majority (half plus one). The maximum time limit for rendering an appeal decision is thirty (30) days from the date the committee receives the appeal. Should the committee be unable to reach a decision, the appeal will be forwarded to the FSC Brazil Arbitration, Mediation, and Conflict Resolution Committee, in accordance with the FSC Brazil Mediation Protocol. As a final recourse, the appeal must be forwarded to FSC International in accordance with FSCPRO01005.

Download complaint and grievance process:

English: http://stdleading.com/en/UploadFiles/2026520111220637.pdf

Chinese / 中文版: http://stdleading.com/en/UploadFiles/202652011632262.pdf

Thai / ภาษาไทย: http://stdleading.com/en/UploadFiles/2026520111434123.pdf

Indonesian / Bahasa Indonesia: http://stdleading.com/en/UploadFiles/2026520111712261.pdf

Vietnamese / Tiếng Việt: http://stdleading.com/en/UploadFiles/2026520111939233.pdf

Khmer / ភាសាខ្មែរ: http://stdleading.com/en/UploadFiles/2026520112115644.pdf

Malay / Bahasa Melayu: http://stdleading.com/en/UploadFiles/20265229321238.pdf