Appeals
Dispute resolution
How to challenge a certification decision, audit score or suspension.
Any certified or applicant organisation may challenge a RefurbCertified decision. The procedure is free, documented and reviewed by a committee independent of the initial file.
Dispute deadline
A dispute must be filed within 30 calendar days of decision notification. After this deadline, the decision is deemed accepted unless manifest error.
Admissible grounds
- Challenge to score or specific criterion with new evidence
- Allegation of auditor bias or conflict of interest
- Factual error in audit report
- Challenge to certificate suspension or withdrawal
- Re-examination request after non-conformity correction
Procedure steps
File dispute
Via merchant dashboard or registered email to disputes@refurbcertified.com with file number, detailed grounds and attachments.
Acknowledgement
Within 5 business days. A manager independent of the initial file is assigned.
File review
Review by dispute committee (different members from initial committee). Written hearing option for applicant.
Interim decision
Uphold, cancel, partial re-audit or request for additional evidence — explained in writing.
Closure
Final notification. If disagreement persists, optional external mediation (accredited third party).
Processing timelines
Final decision targeted within 30 business days of complete file receipt. Timelines may extend if additional evidence is requested — applicant is informed.
Possible outcomes
- Confirmation of initial decision
- Score revision and certificate issuance or renewal
- New audit by different auditor
- Suspension lifted with corrective action plan
- Dispute rejected if unfounded — explained in writing