Complaints procedure

Procedure for Third-Party Complaints Regarding Use of the NIS Quality Mark

1.1 Submission of a Complaint

Any third party (including consumers, NGOs, competitors, or supervisory authorities) may file a complaint regarding the use of the NIS quality mark. Complaints must be submitted in writing via the designated email address or complaint form of GSES and must include at minimum:

• Name and contact details of the submitter;
• A clear description of the complaint;
• The product and/or communication material in question;
• Any supporting documentation or evidence.

Anonymous complaints may be accepted if they are sufficiently specific and substantiated.

1.2 Acknowledgement of Receipt

Within five working days of receipt, GSES will confirm receipt of the complaint in writing and inform the submitter of the further procedure and expected timeline.

1.3 Preliminary Review

GSES will conduct an initial assessment to determine:

• Whether the complaint relates to the NIS quality mark;
• Whether the complaint is sufficiently specific and admissible;
• Whether immediate interim measures are necessary.

If the complaint is admissible, it will be formally accepted for processing.

Independent Assessment of Complaints

2.1 Separation of Roles

The assessment of complaints is conducted independently of the operational departments involved in certification or commercial activities. Where applicable, an independent external verification body (e.g. in accordance with ISO 17029) will be involved in the substantive review.

2.2 Investigation

The assessment includes at minimum:

• Verification of the validity of the relevant certification;
• Review of the underlying Product Data Card;
• Assessment of the use of the NIS logo in communication materials;
• Evaluation against the applicable methodological and certification requirements.

The certified party is given the opportunity to respond in writing within a set timeframe and to provide additional information.

2.3 Decision-Making

A reasoned decision is made on the basis of the investigation. Possible outcomes are:

• The complaint is unfounded;
• The complaint is founded without a material violation (recommendation for improvement);
• The complaint is founded with a violation of the conditions (corrective measures required);
• Serious violation (suspension or withdrawal).

The decision is documented in writing and communicated to both the submitter (to the extent appropriate) and the certified party.

Registration and Follow-up of Corrective Measures

3.1 Registration

All complaints, investigations, decisions, and corrective measures are recorded in a central complaints register. The register contains at minimum:

• Date of receipt;
• Party involved;
• Nature of the complaint;
• Investigation findings;
• Decision and measures imposed;
• Follow-up status.

3.2 Corrective Measures

Where corrective measures are required, these are imposed in writing and include:

• A clear description of the shortcoming;
• The required remedial action;
• A deadline for implementation;
• Any additional verification requirements.

3.3 Verification of Remediation

Upon expiry of the remediation period, GSES — or, where required, an independent verification body — assesses whether the corrective measures have been adequately implemented. If remediation is insufficient, additional measures may follow, including:

• Extension of the remediation period;
• Formal warning;
• Suspension of certification;
• Withdrawal of the right to use the NIS quality mark.

3.4 Reporting and Continuous Improvement

Complaints and corrective measures are periodically analysed to identify structural improvement opportunities in the methodology, communication, or certification procedure. This evaluation contributes to the continuous improvement of the NIS certification system.