Process for Complaints

Filing a Complaint
  • Complaints must be submitted in writing via email to info@cas-net.com or physically at the CAS-NET office or can be done through our social media platforms that are directly linked on our website
  • The complaint should include:
    • Full name of the complainant.
    • Contact information.
    • Description of the issue, including dates and details.
    • Supporting evidence.
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  • CAS-NET will acknowledge receipt of the complaint within the time frame.
  • Upon receipt of a complaint CAS-NET shall confirm whether the complaint relates to conformity assessment activities for which it is responsible, and if so, shall deal with it.
  • CAS-NET is responsible for gathering and verifying all necessary information (to the extent possible) to progress the complaint to a decision.
  • The matter will be investigated by appointed personnel within the time frame.
  • The decision resolving the complaint shall be made by, or reviewed and approved by, person(s) not involved in the conformity assessment activities related to the complaint.
  • Whenever possible, CAS-NET gives formal notice of the outcome and end of the complaint process to the complainant. The complainant will receive a written response detailing the resolution.
  • CAS-NET takes any needed subsequent action to resolve the complaint.
  • If dissatisfied, they may proceed to file an appeal as outlined below.

Procedure for Appeals

  • Submit an appeal in writing within the time frame of receiving the resolution.
  • The appeal should include:
    • Reference to the original complaint.
    • Reasons for contesting the resolution.
  • An independent reviewer will assess the appeal to ensure impartiality.
  • The reviewer will communicate its final decision within the time Frame.
  • CAS-NET receives, evaluates and makes decisions on appeals. CAS-NET shall record and track appeals and actions undertaken to resolve them.
  • Upon receipt of an appeal, CAS-NET confirms whether the appeal relates to conformity assessment activities for which it is responsible, and if so, shall deal with it.
  • CAS-NET acknowledges receipt of a formal appeal.
  • CAS-NET is responsible for gathering and verifying all necessary information (to the extent possible) to progress the appeal to a decision.
  • The decision resolving the appeal shall be made by, or reviewed and approved by, appeals committee represented by person(s) not involved in the conformity assessment activities related to the appeal.
  • To ensure that there is no conflict of interest, personnel who have provided consultancy for, or been employed by a client, including those acting in a managerial capacity, shall not be used by CAS-NET to review the resolution of appeal for that client within two years following the end of the consultancy or employment.
  • CAS-NET gives formal notice of the outcome and end of the appeals process to the appellant.
  • CAS-NET shall take any needed subsequent action to resolve the appeal.