Appeals management

Management of appeals

If you wish to file an APPEAL, please complete this form.

ACERTA will only accept appeals submitted using the form available on our website, as it allows them to be received directly by the appropriate persons.

Appeals communicated orally, e.g. by telephone or in person, will not be considered official and therefore this procedure will not apply.

ACERTA makes available to staff a complaints and suggestions form, which can be used to document these unofficial appeals, so that they can be known and dealt with by the entity's senior management.

Note: Appeals made orally cannot be considered official because they do not provide evidence that they have actually been received and may compromise the recipient, especially when they are middle or low hierarchical level individuals.

When an ACERTA client wishes to express its disagreement with respect to a decision of the entity related to:

Negative assessment of inspection or certification results
Non-issuance of a certificate
Non-renewal of a certificate
Modification or non-modification of the scope of a certificate
Suspension or cancellation of a certificate.

You must file a formal appeal, using the form available on the website.

Appeals are received by ACERTA's general management, which evaluates the situation and determines the actions to be taken. In the event that its impartiality cannot be guaranteed, the management will be delegated to the Impartiality Committee.

Except for justified causes, at least the following actions shall be carried out:

Registration of the appeal in the system.
Communication to the appellant of the commencement of the case study.
Clarification of doubts, if any, on the issue giving rise to the appeal and even on the reliability of the information provided by the appellant.
Designation of persons to assist in handling the appeal.
Preliminary assessment and reasoned decision to accept or reject the appeal
In case of rejection, communication to the interested party, justifying the decision, within a period not exceeding ten days.

In case of acceptance:

Investigation of possible causes and scope.
Assessment of the relevance of the incidence.
Identification of actions to be taken.
Communication to the appellant of the decision and of the indicative deadlines within which a definitive answer will be given.
Implementation of actions.

The General Manager of ACERTA shall inform the appellant of the decision finally adopted, explaining the reasons that justify it and the actions, if any, to be taken by the entity as a result of such decision.

Decisions on appeals may not be appealed to ACERTA. However, the interested parties may always have recourse to the dispute resolution procedure provided for in the contract.

ACERTA shall inform the Fairness Committee of all complaints and appeals received in the period since the last call. The Impartiality Committee may evaluate the management carried out by ACERTA and determine the actions to be taken by the entity in the event that it considers that, on any occasion, impartial decisions have not been adopted, informing ENAC, the promoters of the standards evaluated and the appellants affected.