Policy

Appeals procedure

A fair pathway for applicants and certified organisations to request review of eligible certification decisions.

Verification ready

Certificate status interface

Certificate number

Certificate holder

Approved scope

Status and expiry

Public verification displays approved certificate information while protecting confidential business records.

Public policy

Appeals should be impartial, time-bound and documented

Appeals are handled through a documented review pathway with conflict-of-interest controls and recorded outcomes.

Appeals may relate to refusal, suspension, withdrawal, scope limitation or another certification decision identified in Prime's approved procedure.
An appeal identifies the decision being challenged, the reasons for review and the evidence the appellant wants considered.
Operational enquiries and service complaints use the complaints procedure unless they challenge a certification decision.

Appeals are reviewed by personnel who were not responsible for the original decision wherever practical.
Conflicts of interest are declared and recorded before an appeal reviewer is assigned.
The certificate status during review is communicated and reflected in the certificate lifecycle history.

Appeal outcomes include reasons and any required next steps, such as reassessment, corrective action or confirmation of the original decision.
Prime preserves appeal records, evidence reviewed, reviewer identity and the final decision for governance purposes.
Appeals are not used to publish confidential audit evidence or private information in the public certificate registry.