Complaint & Appeal

Foton Eco maintains a documented process for receiving, evaluating, and resolving complaints and appeals in accordance with ISO requirements.

Submission Methods

Complaints and appeals can be submitted in writing (email, letter, website form) or verbally (telephone, site visit, audit). All submissions are recorded and reviewed by the designated responsible function.

Handling and Investigation

Foton Eco is committed to impartiality and avoiding conflicts of interest. An additional audit or investigation may be conducted, and the client will be informed of the justification.

Timeframes

Acknowledgement: within 5 working days of receipt.
Closure: within 90 days, unless otherwise justified and communicated.

Referral

If the complainant or appellant is not satisfied with the outcome, they may refer the matter to the relevant Accreditation Body.