NGCL has procedures to receive, evaluate and make decisions on complaints, appeals and disputes,NGCL record and track complaints and appeals (forms), as well as actions undertaken to resolve them.
Appeals: Client shall appeal to NGCL in respect of the following,
- Non-acceptance of client’s application for certification
- NGCL shall acknowledge the receipt of the appeal and shall provide the client with progress reports and the outcome.
Complaints: NGCL shall investigate the complaint received about the client to decide what action need to be taken and the same shall be communicated to the client at an appropriate time as per NGCL procedure QP-13. The identity of the complainant shall not be disclosed.