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ISO/IEC 27001 CERTIFICATION

COMPLAINTS

Suspension Policy
At all times eCOGRA reserves the right to suspend client certification where there is failure to maintain compliance with the conditions of certification. A client's certification is invalid while in a suspended status.

Complaints
eCOGRA takes complaints against itself or its clients seriously. Complaints about eCOGRA should be addressed via an email to the Chief Executive Officer of eCOGRA (info@ecogra.org). If the complaint involves the Chief Executive Officer, then the complaint is to be addressed to the Board of Directors of eCOGRA (info@ecogra.org). Upon receipt of a complaint, eCOGRA will investigate the matter and deal with the complaint fairly and promptly. The person or entity responsible for submitting the complaint will be kept informed of the results of the investigation and the outcome determined.

Complaints against eCOGRA or its clients are not made public unless required by a court of law.

Appeals Process
eCOGRA clients may appeal certification and/or suspension decisions made by the company, when the client believes the assigned audit team has not provided a suitable resolution. Appeals should be addressed via an email to the Chief Executive Officer of eCOGRA (info@ecogra.org). The client will be informed of the decision resulting from the appeal.