The third-party conformity assessment system includes numerous requirements that complaints be effectively addressed. You may find it useful to read the following before filing your complaint.

If you have read the following and would like to file a complaint with STR-Registrar, LLC select the Submit Complaint Button above.

How to Get Your Complaint Resolved
Complaints can be submitted for resolution at multiple levels in the-third party conformity assessment system for registration to various standards. The standards and related guidance documents include specific requirements to which STR-Registrar, LLC’s  registered organizations, certification bodies, and accreditation bodies are held accountable.

First Level – Registered Companies
A registered organization that claims conformance to some accredited management system standard (i.e. ISO 9001:2000, ISO 14001:2004, 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).

Second Level - STR-Registrar, LLC Certification Body (CB)
STR-Registrar, LLC is an accredited certification body (CB) that is a third-party (independent of suppliers and customers) that assesses and certifies organizations. If STR-Registrar, LLC determines 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 handle complaints. In addition, STR-Registrar, LLC itself must effectively handle complaints from its registered clients and other interested stakeholders (purchasers of good, 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.

Third Level - Accreditation Body
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 would like to file a complaint: