Complaints to ISO

The ISO organization wants to positively promote its “ISO brand” by ensuring certification is performed and used in a way that builds its credibility in the market. Therefore, monitoring accredited certification is of special interest to ISO in view of the exponential growth of certificates.

It is often difficult for consumers to identify with whom a complaint should be filed, and what to do when a satisfactory response is not received. As a result, ISO has established a Complaints web page. The objective is to make it easier for people to understand the process and submit a complaint. ISO acts as facilitator between the complainant and the certified company and/or certification body.

The complaints mechanism also enables ISO to gauge if there is a specific problem in a particular region of the world. It monitors the number of complaints from the different regions and countries each year to determine if any further actions are required. Where there are a high number of complaints coming in a specific region, ISO determines what, if any, action needs to be undertaken to address the problem.

ISO Complaints

If you have officially complained to an ISO 9001 or ISO 14001 certified supplier about the products or services they provide your organization, and are dissatisfied with their response, you should complain to their certification body. If you receive an unsatisfactory response from the certification body, you should complain directly to their national accreditation body, which in the United States is the ANSI-ASQ National Accreditation Board. To complain to ANAB, go to their online Complaint Center.

If you receive an unsatisfactory response from ANAB, you can complain directly to the International Organization for Standardization. ISO’s objective in addressing these complaints is to encourage and facilitate dialogue between you, as the complainant, and the other parties involved, with a view to finding a mutually beneficial resolution. Nevertheless, ISO does not guarantee a resolution to your complaint, nor does it assume any liability for any consequences arising out of the steps taken to resolve your complaint.

Complaint Submission

To make a complaint to ISO regarding the use of the ISO 9001 or ISO 14001 management system standards, you should send your complaint and all related information to MSSComplaints@iso.org.

In order to help ISO address your complaint, as much of the following information as possible should be provided:

  • Your contact details;
  • Information about the parties that are the subject of the complaint (including contact details, if possible);
  • Details about your complaint, including a chronology of events (including dates, parties, etc.);
  • Information about the steps that you have taken to address your complaint

Complaint Processing

Using the information you provide, ISO will attempt to help you work towards a resolution. This may require ISO to contact the parties that you referenced in your complaint or any other body ISO deems appropriate. By submitting your complaint, you authorize ISO to share any parts of the information contained in your complaint, including your name and contact details, to these parties at ISO’s entire discretion. If you wish your complaint to remain confidential, you must clearly specify this in your complaint.

An automatic message will be sent to you confirming receipt of your complaint. An update of the progress in addressing your complaint will be sent within 14 days, and according to ISO, every effort will be made to keep you updated onf any significant developments.