Comments and Feedback
It is imperative to Risk Associates that impartial and transparent assessment and certification services are provided to each client. We highly appreciate and encourage comments and feedback from concerned parties on the performance of applicant and certification body in order to improve services.
We vow to address all esquires including suggestions, complaints, appeals and misuse of certification status or Risk Associates logo with equity, in an appropriate and timely manner.
Complaints
Expressions of grievance or dissatisfaction with a certification, service or performance of Risk Associates (ra) or staff that require a response is managed as a complaint.
Upon receipt of a complaint, ra acknowledges the complaint within 5 days of receipt, and immediately initiates an internal complaint management process to investigate, analyse and assess the complaint
OR
Certification decisions are handled as appeals, while all other issues involving complaints are handled as business disputes.
For Complaints and Appeals
Please use Contact Us to lodge a complaint or appeal. All requests must be made in writing to the Compliance Manager.
You may also file a complaint or appeal a decision by sending an email to certification@risk-associates.org
Appeals
An appeal is a request for ra to reconsider a certification decision, the customer can contest the findings by making an appeal in writing , addressed to the Compliance Manager.
All appeals will be dealt as complaint and upon receipt of a complaint, acknowledgement will be provided within 5 days of receipt. The Appeal Panel will be responsible to decide on the outcome of the appeal.
The Appeals Panel ensures independence and impartiality of the appeal process. The compliance manager will inform the client about the out of the appeal.
