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This process control provides direction and guidance for the management process undertaken by RSA for receiving and responding to complaints and appeals in a timely, fair and transparent manner.


  1. Complaints and appeals are recorded, evaluated, and addressed appropriately. Corrective actions and preventive actions are implemented as necessary. The complainants are notified of the results.
  2. Every member of RSA staff is authorized to accept complaints and inform the Quality Manager of the issue.
  3. Complaints regarding the certified person shall be submitted to RSA (Registrar). The complaints shall be submitted in writing. A current complaint form with instructions is available on the RSA website:


  1. ISO/IEC 17024:2012, Conformity Assessment - General Requirements for Bodies Operating Certification of Persons.
  2. RSA-QM-1001 Revision 0, Quality Manual - RSA Certification Body Quality Management System.

For More Details

Complaint & Appeal's Form