Impartially Policy, Complaints and Appeals

Commitment to IMPARTIALITY

NSAI’s management are committed to ensuring the impartiality, independence and objectivity of its certification and verification services and actively manages any threat of actual or perceived conflicts of interest affecting NSAI’s certification, verification and inspection services, its management, staff and auditors (including remuneration packages) and the activities of any associated functions. NSAI’s impartiality and objectivity is monitored by a dedicated committee providing oversight of NSAI activities and, in particular, the impartiality of its certification services and ensuring objectivity in its work.

 

COMPLAINTS AND APPEALS

Confidence in NSAI’s certification or verification activities is safeguarded when complaints and appeals are processed appropriately and a balance between the principles of openness and confidentiality, including responsiveness to complaints, is necessary to demonstrate integrity and credibility to all users of certification or verification activities.

The submission, investigation and decision on complaints or appeals shall not result in any discriminatory actions against the complainant or appellant.

1. Complaint: Dissatisfaction with NSAI’s certification or verification activities.
2. Third-Party Complaint: Dissatisfaction with an organisation certified or a verification opinion issued by NSAI.
3. Appeals: Disagree with a decision made by NSAI to refuse, suspend or withdraw certification or a verification opinion or nonconformities recorded during a certification or verification audit conducted by NSAI.

Except as required under ISO 17021, ISO 17029 or ISO 17065, or legally directed, information about a certified client or a  client issued with a verified opinion  or individual shall not be disclosed by NSAI to a third-party without the written consent of the  client or the individual concerned

Feedback, complaints, appeals and third-party complaints can be communicated to NSAI:

For Medical device reporting of feedback, complaints (including 3rd party complaints, and appeals, please click here

Customer Service Administrator

National Standards Authority of Ireland

1 Swift Square, Northwood, Dublin 9

Tel: +353 1 8073800

Fax: +353 1 8073838

Email: info@nsai.ie

Alternatively, you can complete the online form below.

NSAI aim to acknowledge all formal complaints or appeals within ten working days and respond to you in writing.