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DOCUMENTATION
Complaints Procedure
Documents about complaints procedure can be found in this section. Complaints deal with certified Forest Management units or certification decisions.
GENERAL CLAIM PROCEDURE |
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| The claims system explains the procedure for formalizing a complaint, observation or specific claim. |  |
| COMPLAINTS ABOUT CERTIFIED COMPANIES | |
When a claim about any aspects of forest certification is registered, it is necessary to investigate the situation. In the case of a justified complaint, all necessary actions shall be taken to solve it. Complaint investigation should be conducted by certifying bodies as often as possible. Should the claim not be solved at this level, CERTFORCHILE executive committees shall have to be involved. Certifying bodies should be asked to keep an up-to-date claim registration. |
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| COMPLAINTS ABOUT CERTIFICATION DECISIONS | |
| When a certificate is not issued, the postulant may have the option to ask for the decision to be revised.
This procedure only applies for those considering that the certifying body misinterpreted the assessment findings which revealed areas of non-conformance. It gives the postulant the possibility to produce new evidence and have his/her situation reconsidered. Before initiating such a complaint, the claimer must have exhausted all the appeal procedures with the certifying body responsible for conducting the certification audit |
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