Textile Exchange Sustainable Claim Services Complaints Process

1)      Any complaint or appeal shall be made in writing to the Impartiality Committee (the committee) at impartialitycommittee.te@bureauveritas.com

2)      A complaint is Any written expression of dissatisfaction with BV or the organization certified by BV expressed to BV by any organization or individual which desires a reply. 

a.  After the committee confirms that the complaint relates to certification activities

b. The complaint will then be assigned to an objective and impartial investigation team

c.  Within 30 days of receiving the complaint the investigation team will present the committee with the complete investigation including recommended corrective and preventative actions

d.  The committee shall review and finalize the findings and recommendations within 30 days of receipt from the investigation team

e.  The complaint outcome and any public actions taken will be communicated to the complainant.

3)      An appeal is a formal written request by the organization receiving the certification audit to ask BV to reconsider an adverse decision made by BV relating to the organization’s desired certification status. 

a.  An appeal of any certification related decision shall be made in writing within ten days of receipt of the decision

b.  Confirmation of receipt will be made in writing

c.  The committee shall make their judgement by convening a hearing, hearing statements of both parties, conducting on-site investigation, or consulting experts as the committee determines to be necessary.

d.  The appellant will be advised in writing of the outcome