Complaints Handling Policy and Procedure

Green Growth 2050 is committed to maintaining the highest standards of quality and service in our certification activities. We recognize that complaints and appeals may arise from our clients or stakeholders, and we value feedback as an opportunity for continuous improvement. This Procedure outlines the procedure for submitting, processing, and resolving complaints and appeals related to our certification services.

Complaints Handling Process

Complaints about Green Growth 2050 should be made in writing to info@greengrowth2050.com.

The complainant should provide the following details:

  • Contact information.
  • Detail description of the nature of the complaint.
  • Relevant supporting documentation.

Green Growth 2050’s Complaints Handling Process

  • Receipt of the complaint will be acknowledged in writing
  • This acknowledgement will include information about the expected timeline for review and resolution
  • The Green Growth 2050 team will thoroughly review the complaint
  • The review will involve assessing the validity of the complaint and its alignment with certification activities.
  • If the complaint is found to be valid and within the scope of Green Growth 2050 certification activities, the following steps will occur: 
  • Investigation: The administrative team will gather additional information and evidence related to the complaint. 
  • Analysis: The administrative team will analyse the complaint to identify its root cause and determine appropriate corrective actions. 
  • Resolution Proposal: Based on the investigation and analysis, a proposed resolution will be formulated.
  • The proposed solution will be submitted to the CEO for approval
  • Once the resolution is approved by the CEO, the certification specialist will communicate the resolution to the complainant in writing.
  • This will include details about the resolutions, any corrective actions taken, and an estimated timeline for implementation.
  • The organisation will implement the proposed resolution and any necessary corrective actions within the specified timeline. Progress will be monitored to ensure timely completion.

Appeals process

Where the complainant disagrees with the outcome of their complaint then they may proceed to file an appeal explaining the reasons for disapproval.

Appeals must be made in writing giving full details of the appeal and relevant supporting documents and information. Green Growth 2050 will acknowledge receipt of the appeal in writing.  The CEO will make the final decision if the appeal is unable to be resolved. This decision will be final and binding.