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Definitions

Complaint

Dissatisfaction expressed in writing by a third party (other than a certified client) concerning IRICE, its certification activities, or a certified client.

Call

Dissatisfaction expressed in writing by a certified client or a client in the process of certification, concerning an IRICE decision (certification, suspension, withdrawal, extension of scope, non-compliance, etc.).

Processing process

All complaints must be submitted in writing. IRICE undertakes to follow these steps:

  1. 1

    Reception

    The complaint must be made in writing via the contact form or by mail.

  2. 2

    Acknowledgement of receipt

    Sent to the claimant within 15 working days.

  3. 3

    Assessment of admissibility

    The events must be less than 2 months old and relate to the scope of the certificate or IRICE's certification activities.

  4. 4

    Analysis and resolution

    The case is handled by individuals independent of the subject of the complaint or appeal, in accordance with confidentiality. The objective is resolution within one month.

  5. 5

    Communication and closing

    The claimant is informed at each key stage. A written and reasoned response is provided upon closure. If the processing exceeds two months, progress updates are provided at least every two months.

Specifics of calls

The appeal must be submitted in writing within 2 months of the contested decision. The review is entrusted to the Impartiality Committee, composed exclusively of persons who did not participate in the initial decision, in accordance with sections 7.13.5 and 7.13.6 of ISO/IEC 17065.

An explanatory interview may be offered within 15 days of receiving the appeal. The distinction between an appeal and a review is clarified: an applicant cannot simultaneously have a pending appeal and a request for a review of the same decision.

Inadmissible claims

The following complaints are recorded for informational purposes but are not investigated as part of this procedure:

  • Oral or anonymous complaints
  • General information requests
  • Commercial disputes (quotes, contractual terms)
  • Any dispute not directly related to the certification activity

In case of dispute regarding the decision

If the claimant contests the decision, the case is referred to the Impartiality Committee for independent review, in accordance with the requirements of ISO/IEC 17065 §7.13.5. The committee decides within one month.

File a complaint

To file a complaint or an appeal, submit your claim in writing, specifying the facts, dates, and supporting documents.

Electronically

Contact form

Select "Complaint" or "Appeal" in the request type.

By mail

IRICE — Quality Department
10 rue du Lieutenant Parayre
Espace Wagner Building A2
13290 Aix-en-Provence