1. Purpose

GISS is committed to handling complaints and appeals in a fair, transparent, timely, and impartial manner. This policy explains how stakeholders may raise concerns about GISS services, certification decisions, audits, assessments, personnel, or related activities.

2. Complaints

A complaint is an expression of dissatisfaction relating to GISS activities, services, personnel, processes, communication, or conduct. Complaints may be submitted by applicants, certified organizations, trainees, partners, stakeholders, or members of the public.

3. Appeals

An appeal is a formal request to reconsider a certification, verification, audit, assessment, or related decision made by GISS. Appeals must clearly identify the decision being challenged and provide relevant supporting information.

4. Submission Requirements

Complaints and appeals should be submitted in writing and should include:

• Name and contact information of the submitter
• Organization name, if applicable
• Description of the complaint or appeal
• Relevant dates, references, documents, or evidence
• Desired outcome or requested corrective action

5. Review Process

GISS will acknowledge receipt, review the matter, request additional information where necessary, and assign personnel who were not directly involved in the subject of the complaint or appeal wherever practicable.

6. Decision and Communication

GISS will communicate the outcome after review. Where corrective or preventive actions are required, they will be documented and monitored according to applicable procedures.

7. Confidentiality and Non-Retaliation

Complaints and appeals will be handled with appropriate confidentiality. GISS does not tolerate retaliation against persons who raise concerns in good faith.

8. Contact Information

Last Updated: 11 June 2026