Customer service
help@sustain-cert.comMedia inquiries
communications@sustain-cert.comFor information on completed VVB activities
compliance@sustain-cert.comOpening times
Monday to Friday; 09:00 AM to 17:00 PM
Amsterdam office
Bos en Lommerplein 280
Unit 4.13
Amsterdam
1055RW
Netherlands
Luxembourg headquarters
33, Boulevard Prince Henri
Luxembourg City
L-1724
Luxembourg
Customer service
help@sustain-cert.comMedia inquiries
communications@sustain-cert.comFor information on completed VVB activities
compliance@sustain-cert.comOpening times
Monday to Friday; 09:00 AM to 17:00 PM
Amsterdam office
Bos en Lommerplein 280
Unit 4.13
Amsterdam
1055RW
Netherlands
Luxembourg headquarters
33, Boulevard Prince Henri
Luxembourg City
L-1724
Luxembourg
SustainCERT is committed to providing a fair, transparent, and objective procedure for any stakeholder who wishes to make a complaint about its performance as a VVB. It also applies the same principles to allow a Project Representative to appeal a validation or verification decision.
The following definitions and guide are designed to help stakeholders direct their enquiry.
The SustainCERT complaints procedure process is for all complaints, grievances, and facts discovered after the issuance of the statements.
A complaint would be an expression of dissatisfaction by any person or organisation about SustainCERT as a validation and verification body (VVB), or any other Product/Service we offer (see services). SustainCERT will treat the complaint in the same way as described in this procedure and will investigate impartially. Examples of Complaints are as follows:
SustainCERT VVB performance (for example, inconsistent or inaccurate reviews that are not serious in nature)
Grievance
A Grievance is a special type of Complaint defined as “… a “complaint,” “dispute,” “challenge,” “conflict,” and any similar term that expresses dissatisfaction with the procedure and functioning of SustainCERT’s services.
Examples of Grievances are as follows:
A grievance example might be a lack of clear communication by SustainCERT's VVB team, inconsistencies in verification/validation findings, and inadequate consideration of provided evidence, among other issues.
A request by the Project Representative, consultants or clients to SustainCERT for reconsideration of a decision made as part of the services provided, such as Validation, Verification, or any other decision SustainCERT makes in the course of its activities. An appeal can only be made after a final decision has been taken. The types of decisions that SustainCERT make are:
Appeals can only be made by a Project Representative/Client against the following:
The above criteria must be met in order for an Appeal to be investigated by SustainCERT.
To ensure an efficient process, Appeals make use of a template form that provides:
SustainCERT is committed to providing a confidential, fair, and transparent opportunity for Project Representatives to Appeal their decisions. To ensure objectivity, appeals are handled by an Appeal Panel consisting of staff members who were not involved in the validation or verification, including the technical review and final decision-making that led to the appeal.
Contact Person: Head of Quality and Compliance - compliance@sustain-cert.com
Upon receiving a Complaint, SustainCERT will:
If the Complainant is nonresponsive for more than 20 days during an investigation into a Complaint, SustainCert reserves the right to close the Complaint.
The Quality & Compliance Team will keep a record of all Complaints and resulting actions to be made available for internal audits and management reviews.
Contact Person: Head of Quality and Compliance - compliance@sustain-cert.com
To appeal a decision, the Project Representative must fill out an Appeals form and send to compliance@sustain-cert.com. Appeals will be handled by the independent appeal panel.
In cases where the Project Representative is not satisfied with the Appeal decision, SustainCERT will inform the Project Representative that it has the option of making a complaint to the program/ scheme in which SC is recognised under the ISO track (such as Verra, Gold Standard or the Global Carbon Council), or The Supervisory Body of the UNFCCC under the Article 6.4 track.