All complaints and appeals related to the registration of products will be received by the administration in writing. All correspondence will be held as part of the records associated with the Scheme. Any complaints or appeals received regarding certification of product will be passed to the CAB for action.

On receipt of a complaint or appeal, the CemAssure Scheme Technical Manager will determine if the complaint or appeal relates to registration activities for which the scheme is responsible and, if so, address it. The receipt of the complaint or appeal will be acknowledged in writing.

The CemAssure Board, or its delegated authority, is responsible for gathering and verifying all necessary information to progress the appeal or complaint to a decision.

The decision resolving the complaint or appeal shall be made by the CemAssure Board.

To prevent any conflict of interest, all those involved in a decision regarding the complaint or appeal shall comply with the independence requirements outlined in Part 3 section 4.2 of the CemAssure Policy and Procedures Manual.