The complaints and appeals policy, collectively referred to as disputes, can be submitted to ICERT by certification applicants, ICERT clients, and other stakeholders. This policy is determined to receive, evaluate and resolve complaints and appeals. This policy may be updated from time to time and the latest version will always be available on the ICERT website.

Grievance & Appeals Procedure:

1. ICERT obtains complaints from certification applicants, ICERT clients, and other stakeholders concerning ICERT service performance, ICERT personnel, bribery or ICERT clients in writing or orally [telephone, verbal]. Complaints can be submitted in writing by mail or email to icert@icert.id
2. ICERT client expresses written objection to the certification decision issued by ICERT accompanied by explanation and evidence of the objection submitted. Objection can be submitted to icert@icert.id. 
3. ICERT will respond to complaints or appeals received to the complainant no later than 60 calendar days since the complaint or appeal is received.