Complaints and Appeals Process

Definitions

• Complaint: Expression of dissatisfaction, other than an appeal, by any person or organization relating to the activities of VikingCloud Audit & Certification services.
• Appeal: Request by a client for reconsideration of any adverse decision made by VikingCloud Audit & Certification services related to their desired certification status.

Principles

• All complaints and appeals are handled objectively, impartially, and in a timely manner.
• The process is free of charge for the complainant/appellant.
• Confidentiality is maintained throughout the process.

Submission Process

• Complaints and appeals must be submitted in writing via email to complaintsappeals@vikingcloud.com
• Submissions should include the complainant's/appellant's name, contact details, a clear description of the issue, and any supporting evidence.
• Appeals should be made within 14 days of the contested decision.

Acknowledgement and Tracking

• All submissions are acknowledged in writing within 5 working days.
• A unique reference number is assigned, and the issue is logged into the Complaints and Appeals Register.

Handling of Complaints

• A responsible manager (not involved in the subject of the complaint nor with the Certification Committee) reviews and investigates the issue.
• Input may be requested from the complainant and any other relevant parties.
• A response outlining the findings and any corrective actions is issued within 30 working days, or an updated timeline is provided.
• If the complainant is dissatisfied with the outcome, the matter may be escalated to the Impartiality Committee.

Handling of Appeals

• Appeals are reviewed by a panel comprising individuals not involved in the original certification decision.
• The panel reviews all relevant information and may request further clarification or documentation.
• The final decision is made and communicated to the appellant within 45 working days.
• The decision of the appeals panel is final within VikingCloud's Audit & Certification process.

Records and Reporting

• All documentation related to complaints and appeals is securely retained for a minimum of 3 years.
• Trends and issues are reviewed regularly by management and the Impartiality Committee to identify potential improvements.

Communication

• This process is made available on request and via the VikingCloud Audit & Certification website.
• Personnel are trained to guide complainants/appellants on how to initiate the process.

Protection Against Discrimination

• Complainants and appellants are not subject to any discriminatory actions for submitting a complaint or appeal.