In order to assure effective responsiveness to complaints, a certification body shall publicize internally and externally the complaint handling system by visible means (e.g. the internet, agreements, etc.) so that interested parties have easy access to information about how to make a complaint.
All complaints will be investigated and responded to quickly and within specified time targets. The complaint handling process recognizes the need to be fair to both the complainant and the organization or individual against whom the complaint is made and, if the complaint is found to be valid, reasonable effort will be made to resolve the complaint by appropriate measures.
Data about complaints are analyzed periodically in order to identify common issues and concerns, develop strategies to address systemic issues, identify staff training requirements, identify improvements required for the own management system.