How stakeholders can submit comments, complaints, or appeals related to certification services.
A public complaint route should make submission, acknowledgement, review, response, and closure expectations easy to understand.
Comments, complaints, and appeals should include the relevant organization, service, certificate or application details if available, the issue raised, and supporting evidence.
AAPA should record complaints and appeals, review them impartially, communicate decisions, and protect confidential information while responding to the issue.
Where a complaint relates to a scheme owner or mark misuse, escalation may be required under the applicable scheme rules.