Complaints and appeals investigation and resolution procedures

To ensure the integrity of its system, PEFC has developed procedures to welcome, investigate, and resolve complaints and appeals. In addition to correcting any such issues on the ground, complaints and appeals also provide an opportunity to implement corrective and preventive measures and help improve our services.

PEFC is interested in resolving conflicts through dialogue with the parties concerned before formal proceedings are initiated. When this is not possible, information on suspected activities should be addressed to the respective complaints and appeals mechanism. 

PEFC International will only receive complaints related to the compliance of PEFC International and/or PEFC national members with PEFC’s requirements for forest certification systems and appeals that are related to the decisions made by the PEFC International Board of Directors or Secretary General, except where decisions are a result of a resolved appeal.

Complaints or appeals against a PEFC national member are first dealt with at national level and all national members have a complaints and appeals procedure in place to deal with any issues. If they cannot be solved at national level, stakeholders can call upon PEFC International's complaints and appeals mechanism. Complaints against national members, if upheld, can have serious consequences, including the suspension or termination of PEFC endorsement. 

Complaints against certified entities are referred to the relevant certification bodies’ complaints and appeals procedures. To find out certification bodies’ contact details, please visit Find Certified. 

Complaints against an accredited certification body must be referred to the relevant accreditation body’s own complaints / appeals resolution procedure. To find out certification bodies’ contact details, please visit Find Certification Bodies.

Complaints submitted regarding a specific accreditation body must be referred to the complaints/appeals resolution procedure of the Accreditation Body.

Further information on the PEFC International complaints and appeals investigation and resolution can be found here.

If you want to raise a concern, a complaint, or an appeal, please contact: technical@pefc.org.