Clients and other interested parties may use CIP's appeals process when seeking re-consideration of certification decisions that may be disagreeable or unfavorable to them.

A complaint handling process receives feedbacks regarding unsatisfactory service experienced by a client, whether with CIP or with a CIP-certified client.

CIP investigates appeals and complaints in order to determine their validity and the circumstances or causes of these. Actions are taken by CIP on valid appeals and complaints to resolve these matters in a timely manner. Valid or not, CIP exchanges information with appellants or complainants to clarify matters and make them understand how CIP will act on their reports. Records of CIP's investigation, evaluation and decision are maintained. Decisions include corrections and corrective actions that are ensured by CIP for their adequacy, suitability and timeliness. Appropriate elements of these decisions are communicated to the sender of appeals or complaints.

Non-discrimination, confidentiality, independence and impartiality are observed during the entire process of receiving, investigating and resolving appeals or complaints. The Director for Certification shall be the responsible authority for these processes. In instances where the Director has participated in an audit concerning an appeal or complaint, the CIP Managing Director shall take responsibility.