Certification Process Flow
CSIM’s certification process begins with an application and application review, followed by auditor competence review, audit planning, and on-site audits (Stage 01 where applicable and Stage 02). Audit results are independently reviewed prior to certification decision-making. Where requirements are met, certification is granted and a certificate valid for three (3) years is issued. Certified clients are subject to annual surveillance audits and a recertification audit at the end of the certification cycle. Based on audit findings, CSIM may grant, maintain, extend, reduce, suspend, withdraw, or refuse certification. All certification decisions are made impartially, based on objective evidence, and clients are formally notified of decisions, including the right to appeal where applicable
Grievance Process Flow
CSIM maintains a documented complaints and grievances process to address concerns related to certification activities in an objective and timely manner. Complaints must be submitted in writing, clearly stating the grounds, supported by evidence, and demonstrating prior efforts to resolve the issue. Upon receipt, complaints are validated and assessed for completeness and relevance. Valid complaints are investigated, and where necessary, an investigation report is prepared and reviewed by the Complaints Committee to reach a decision within defined timeframes. The outcome is communicated to the complainant, and corrective actions are implemented where applicable.
Appeal Process Flow
CSIM provides a formal appeals process to ensure fairness and transparency in certification decisions. Where a client disagrees with a certification decision (including suspension or withdrawal), the client may submit a written appeal with supporting facts and evidence within the stipulated timeframe. The appeal is registered and validated to confirm it falls within CSIM’s accreditation scope. Valid appeals are reviewed by the Appeals Certification Committee, which independently evaluates the documentation and may consult relevant parties before reaching a final and binding decision.