Complaints management process

Version: 2024-08-29

The opinions of, and any complaints brought by, our customers and others who are affected by certification within the area of fire and security are important elements of our effort to continuously improve our operations and routines. We have a defined process and matter-management system to address these opinions and any complaints. All complaints are addressed independently, impartially and quickly.

The process for addressing complaints is as follows:

1. We receive the complaint
2. We register the matter and appoint a process administrator
3. We acknowledge receipt of the complaint
4. A root cause analysis is carried out
5. Decisions and corrective measure(s) are taken
6. We follow-up with the complainant
7. We follow up internally on the effects of the corrective measure(s) taken
8. The process for addressing complaints is subject to confidentiality.

You may inform us of any complaints regarding our performance or the results of our services by notifying your contact person at SBSC or by email sent to [email protected].