Appeal
It’s a request by the person or organization that provides, or that is, the object of conformity assessment to a conformity assessment body or an accreditation body for reconsideration by that body of a decision it has made relating to that object. Its main purposes are to ensure consistent and efficient resolution of Appeals, improve customer satisfaction, streamline communication, provide clear guidelines for handling Appeals, ensure fairness, confidentiality, and integrity during investigations, and comply with regulations as detailed in procedure number SOP 07
Complaint
It’s expression of dissatisfaction, other than appeal, by any person or organization to a conformity assessment body or an accreditation body, relating to the activities of that body, where a response is expected. Its main purposes are to ensure consistent and efficient resolution of complaints, improve customer satisfaction, streamline communication, provide clear guidelines for handling complaints, ensure fairness, confidentiality, and integrity during investigations, and comply with regulations.
