Complaints can be submitted for resolution at multiple levels as described below.

A registered organization that claims conformance to some accredited management system standard (i.e. ISO 9001, AS 9101, etc.) must effectively handle complaints. ISO 9001 requires an organization to have a "documented procedure...for reviewing nonconformities (including customer complaints)" (clause 8.5.2a). ISO 14001 focuses on the organization's management of environmental aspects, so it doesn't address complaints about products or services. However, it does require an organization to "establish and maintain procedures for receiving, documenting, and responding to relevant communication from external interested parties" (clause 4.4.3b).

If you have a complaint regarding a registered company, your first step is to contact them directly and register your complaint.

STR-Registrar, LLC is an accredited certification body (CB) that is a third-party (independent of suppliers and customers) that assesses and certifies organizations. When STR-Registrar, LLC determines that a certified organization has effectively implemented a management system conforming to a standard, it issues the organization a registration certificate. STR-Registrar, LLC is required to ensure that the organizations it has registered effectively handles complaints. In addition, STR-Registrar, LLC itself must effectively handle complaints from its registered clients and other interested stakeholders (purchasers of goods, products and services).

Internationally accepted documents require that STR-Registrar, LLC to conform to ISO/IEC 17021:2006. STR-Registrar, LLC must "require each supplier whose...system is registered to make available records of all complaints and corrective action taken". This requirement provides STR-Registrar, LLC the authority to monitor and confirm that a registered organization is effectively handling complaints.

STR-Registrar, LLC is also required to have a process for handling complaints against itself. ISO/IEC 17021:2006 requires STR-Registrar, LLC to keep a record of all...complaints...[and] take appropriate corrective and preventive action; document the actions taken and assess their effectiveness.

If you have a complaint regarding STR-Registrar’s registration services, click on the Submit Complaint button at the top of this page. You will be contacted without delay to begin the resolution process.

An accreditation body such as ANAB ensures that STR-Registrar, LLC conforms to ISO/IEC 17021:2006 and in fact has an effective system for handling and processing complaints. ANAB also ensures that STR-Registrar, LLC is doing their job in making sure the organizations to which they have issued accredited registration certificates effectively handle complaints.

The benefits of three levels for resolution of complaints apply only when an organization has earned an accredited registration certificate from STR-Registrar, LLC.

While ISO 9000 and ISO 14001 require any organization that claims to conform to the standards to be responsive and effectively handle complaints, only when that organization is registered can an organization take a complaint about that organization to a second level - STR-Registrar, LLC. Based on the fact that STR-Registrar, LLC is accredited and has issued an accredited certificate to an organization, can that organization submit a third-level complaint to ANAB.

If you made a complaint to STR-Registrar and the issue has not been resolved to your satisfaction you may file a complaint with the appropriate accrediting body: ANAB, ANSI or SAAS. Each has a link on their website for submitting complaints.

If you have a complaint about a product, service, or marketing provided by an organization with an accredited STR-Registrar, LLC registration certificate or you have a complaint against STR-Registrar, LLC directly, first submit your complaint to the registered company or if the complaint is against STR-Registrar, LLC submit the complaint directly to STR-Registrar, LLC . STR-R is required to investigate your complaint and provide resolution. If you don't receive a reasonable response from the STR-Registrar, LLC registered company, then bring your complaint to STR-Registrar, LLC. If the company and/or STR-Registrar, LLC fail to provide a reasonable response, you may escalate your complaint directly to ANAB at www.anab.org

It's strongly recommended that complaints be made in writing and that you keep copies of your correspondence. If you need to escalate the complaint to a higher level, provide a copy of any written records about your complaint that you sent to the STR-Registrar, LLC registered company or STR-Registrar, LLC.

Any individual, STR-Registrar, LLC registered company, or other interested stakeholder should follow this process to file a complaint or allege any nonconformance with the requirements of the appropriate standard.