Customer Complaint

Publicly Accessible Procedure and Guidelines for Handling Complaints and Appeals

PT Satya Global Standart is committed to resolving complaints and appeals in an impartial, transparent, and timely manner. Our documented complaints-handling process is designed to protect the integrity of our certification activities, our certified clients, and the public trust in our services.

We govern our complaints-handling process based on the following key guidelines:

Impartiality & Responsibility: PT Satya Global Standart is fully responsible for all decisions at all levels of the complaints-handling process. To ensure objectivity, any decision on a complaint is made, reviewed, and approved by one or more individuals who were not previously involved in the subject of the complaint.
Non-Discrimination: The submission, investigation, and decision-making on complaints will not result in any discriminatory actions against the complainant.
Confidentiality: All processes are subject to strict confidentiality requirements, protecting both the identity of the complainant and the specific subject matter of the complaint.

Step 1: Submission of Complaint - Complainants can formally submit their concerns regarding PT Satya Global Standart’s certification activities or certified clients. Submissions can be made by sending a formal email directly to info@satya-sgs.com.
Step 2: Receipt and Validation - Upon receiving the submission, PT Satya Global Standart will acknowledge receipt of the complaint. We will verify and confirm whether the complaint relates to certification activities under our direct responsibility. If the complaint is validated, we will formally register it and begin the evaluation process.
Step 3: Investigation and Evaluation - We are responsible for gathering and verifying all necessary information to validate the complaint. If the complaint involves a currently certified client, the investigation will carefully evaluate the ongoing effectiveness of that client’s certified management system. At an appropriate time, the valid complaint will be referred to the certified client in question.
Step 4: Root Cause and Corrective Actions - Where necessary, PT Satya Global Standart will ensure that appropriate corrections and corrective actions are taken by the relevant parties using our Corrective Action Register to resolve the root cause of the issue.
Step 5: Final Decision and Resolution - The decision to be communicated to the complainant will be made, reviewed, and approved by individuals who have no prior involvement in the subject of the complaint. Once finalized, a formal notice of the end of the complaints-handling process and its resolution will be communicated to the complainant.
Step 6: Public Disclosure Determination - PT Satya Global Standart will collaborate with both the certified client and the complainant to determine whether, and to what extent, the subject of the complaint and its resolution shall be made accessible to the public.

CUSTOMER COMPLAINT

Publicly Accessible Procedure and Guidelines for Handling Complaints and Appeals

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