RSPO Complaints and Appeals Handling Procedure
This procedure explains how PT TSI Sertifikasi Internasional receives, investigates and resolves complaints and appeals related to its RSPO certification activities.
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Receipt of Complaints
All complaints and appeals received by TSI shall be recorded and reviewed to determine the appropriate follow-up actions.
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Complaints Related to Auditors and Audits
Complaints concerning the competence or conduct of auditors, as well as the results or conduct of audits, shall be handled objectively by personnel independent of the matter concerned. TSI shall notify the AB within 7 days of receiving the complaint.
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Complaints Regarding CB Compliance with RSPO Standards
Complaints concerning TSI’s compliance as a CB with RSPO Standards shall be directed to the RSPO Complaints System through the following link:
RSPO Complaints System -
Investigation and Resolution
TSI shall conduct an investigation based on relevant evidence and shall make every effort to resolve the complaint within a maximum period of 60 days.
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Unresolved Complaints
If a complaint cannot be resolved within 60 days, TSI shall promptly notify the AB and inform the complainant about the AB complaints procedure. For complaints related to TSI’s RSPO membership that remain unresolved after 60 days, TSI shall also notify the RSPO Secretariat.
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Confidentiality
All complaint handling processes and investigation results shall be kept confidential. TSI shall not publish any verification or clarification statements regarding the outcome of an investigation into a complaint involving its certified clients.
Submit a complaint to TSI
Send your complaint with the supporting documents to our complaints team.