Complaints and Appeals Procedures 

1. Purpose and Scope

1. This procedure outlines the processes to be followed in order to address complaints and appeals in line with ISO 17065 and other applicable requirements.
2. Complaints are under the scope of this procedure if they are related to programs or services offered by My Green Lab
3. Appeals are under the scope of this procedure if they are filed by a client against a certification decision received from a My Green Lab-contracted certifying body.
4. This procedure is available to any interested party upon request.

2. Terms and Definitions
Complaint:

1. Expression of dissatisfaction by a client or third party relating to My Green Lab performance, procedures, processes, or personnel.
2. Allegation, made by a third party, against an operator contracted with My Green Lab, claiming that this operator is violating the certification standard or that the certified product is not compliant with the certification standard.

Appeal:

1. Request by a client to reconsider the certification decision issued by My Green Lab to the operation(s).

3. Corresponding documents
List of Complaints and Appeals per year
4. Description of procedure
4.1 Complaint handling process
4.1.1 Formal complaints need to be submitted to My Green Lab in writing. Complaints received by phone will be registered but need to be confirmed by the complainant in writing. The complainant may send the complaint to [email protected]
4.1.2 Complaints need to include a clear description of the case, objective evidence to support each element or aspect of the complaint, and the name and contact information of the complainant.
4.1.3 Complaints are forwarded to the person determined by the CEO to be most directly in charge of the department of the company associated with the complaint.
4.1.4 All complaints are preliminarily reviewed by the person in charge.
4.1.4.1 If the complaint is evidently unfounded or outside of the scope for complaints handling, the person in charge will reject the complaint in writing. 
4.1.4.2 If the complaint is within the scope for complaints handling, the person in charge initiates the complaint handling process as detailed hereafter.
4.1.5 In cases the complainant is a third party asking for anonymity in relation to the My Green Lab contracted provider, against which they are filing the complaint My Green Lab will retain the anonymity unless a clear and compelling reason to not maintain anonymity is determined. The opportunity to withdraw the complaint will precede any loss of anonymity.
4.1.6 My Green Lab will not respond to anonymous complaints.
4.1.7 My Green Lab is bound to confidentiality towards its clients and will not communicate the findings or the outcome of the complaint investigation to any third party:
4.1.8 Each complaint case will be registered in the Complaint Form and saved in the central registration list of complaints.
4.1.9 My Green Lab will register all complaints with the relevant standard holder as outlined in the respective accreditation requirements.
4.1.10 Within 2 weeks (10 working days) the My Green Lab personnel in charge of the response will communicate to the complainant to confirm receipt of the complaint and to provide an overview of the proposed course of action to follow up on the complaint.
4.1.11 The complaint is duly investigated in consideration of the facts provided, data in the project file as well as additional information obtained of the staff members concerned and/or third party experts, if relevant. Further information is requested from the complainant if necessary.
4.1.12 The person in charge keeps the complainant(s) informed of the progress in evaluating the complaint.
4.1.13 Based on the result of the initial investigation, the person in charge specifies all proposed actions in conclusion to the complaint within three (3) months of receiving the complaint. The measures to be taken are based on the requirements of the case:
They need to be reasonable with regard to necessary efforts/expenses as well as timely clarification of the matter.
They can be determined by relevant laws, regulations and standards.
4.1.14 In order to ensure that there is no conflict of interest, the decision resolving the complaint is taken by, or reviewed and approved by, My Green Lab person(s) not involved in the activities related to the complaint. Furthermore, personnel involved in the review or approval of a resolution to a complaint must not have been involved in consultancy tasks with or have been employed by the client in question for the past three years.
4.1.15 The person in charge notifies the complainant in writing when the complaint is considered to be closed, meaning that My Green Lab has gathered and verified all necessary information, investigated the allegations, taken a decision on the complaint.
4.1.16 If applicable, the competent authorities and/or standard holders are included in the process. 
4.1.17 The person in charge informs the My Green Lab CEO upon the completion of the complaint procedure and forwards respective documentation to the final assessment.
4.1.18 If the issue has not been resolved through the full implementation of My Green Lab’s own procedures, or if the complainant disagrees with the conclusions reached by My Green Lab and/ or is dissatisfied by the way My Green Lab handled the complaint, the complainant may refer their complaint to the My Green Lab CEO to initiate an appeal. 
4.2 Appeal handling process
4.2.1 Appeals need to be submitted to My Green Lab in writing within 14 days after receipt of the My Green Lab decision. The appellant may send the appeal to [email protected]
4.2.2 Appeals need to include a clear description of the case, objective evidence to support each element or aspect of the appeal, and the name and contact information of the appellant.
4.2.3 Appeals are forwarded to the person in charge, which is the Scheme Manager concerned. 4.2.4 All appeals are preliminarily reviewed by the person in charge.

1. 4.2.4.1 If the appeal is outside of the scope for appeals handling, the person in charge will reject the appeal in writing.
2. 4.2.4.2 If the appeal is within the scope for appeals handling, the person in charge initiates the appeal handling procedure as detailed hereafter.

4.2.5 Each appeal case will be registered in the Appeal Form and forwarded to the Scheme Manager for inclusion in the list of appeals.
4.2.6 Within 2 weeks (10 working days) the person in charge writes to the appellant to confirm receipt of the appeal and to provide an overview of the proposed course of action to follow up on the appeal.
4.2.7 The appeal is duly investigated and the initial decision re-assessed in consideration of evidence or additional justification provided, as well as additional information obtained by other staff members and/or third party experts, if relevant. Further information is requested from the appellant if necessary.
4.2.8 The person in charge keeps the appellant informed of the progress in evaluating the appeal.
4.2.9 Based on the result of the investigation, the person in charge specifies all proposed actions in conclusion to the appeal within three (3) months of receiving the appeal. 
4.2.10 In order to ensure that there is no conflict of interest, the decision resolving the appeal is taken by, or reviewed and approved by, person(s) not involved in the activities related to the appeal. This means, the person in charge must have been not involved in the decision questioned in the appeal. Furthermore, personnel involved in the review or approval of a resolution to an appeal must not have been involved in consultancy tasks with or have been employed by the client in question for the past three years.
4.2.11 The person in charge notifies the appellant in writing about the outcome of the appeal when the appeal is considered to be closed. 
4.2.12 The appeal is closed once My Green Lab has gathered and verified all necessary information, assessed the evidence provided, and taken a decision on the appeal. If applicable, the decision needs to be revised and updated documents need to be issued according to scheme requirements.
4.2.13 If applicable, the competent authorities and/or standard holders are included in this process.
4.2.14 The person in charge informs the Quality Manager upon the completion of the appeal procedure, and forwards respective documentation for final assessment.
4.2.15 In case the appellant disagrees with the conclusions reached by My Green Lab on the appeal, the appellant may refer their appeal to the Appeals Board. 
4.3 The Appeals Board
4.3.1 The Appeals Board is made up of three members.

1. A member of My Green Lab chosen by the My Green Lab CEO or My Green Lab COO
2. Two members of the biotechnology, biopharma, or laboratory sustainability community mutually agreed to by the complainant and the My Green Lab CEO or COO, taking care to choose members qualified to address the appeal in substance.

4.3.2 Appeals Board members may be suggested by the complainant or My Green Lab CEO.
4.3.3 When seated, the Appeals Board hears the evidence provided in the first appeal of the issue. Additional evidence shall not be added, unless under extraordinary circumstances, and the desired resolution to the appeal proposed by the complainant.
4.3.4 The Appeals Board submits their written votes to affirm or deny the appeal to the My Green Lab CEO.
4.3.5 The My Green Lab CEO announces the result of the vote, determined by the majority vote, to the complainant within two business days.
4.3.6 In the case of an Appeals Board vote declining the appeal, no further action or appeal is taken.
4.3.7 In the case of an Appeals Board vote accepting the appeal, My Green Lab will take actions necessary to remedy the complaint with all reasonable haste. Within two weeks (10 business days) My Green Lab management will provide to the complainant a clear outline and timeline of remedy actions to be taken.
5. Documentation
5.1 All complaints and appeals are recorded, as well as the actions undertaken to resolve them. The documentation in the file of the complainant or appellant includes:

• The complaint / appeal received (with dates and original information) - My Green Lab confirmation of receipt of the complaint/appeal 
• All relevant communication and a complete description of the handling of the appeal/complaint including all persons involved
• The outcome of the appeals/complaints procedure - Recommendations
• Action taken and their resulting effects

5.2 The communication and relevant documents related to the appeal/complaint are also documented: 

• in the file of other parties concerned, if relevant
• in the file of parties that should be informed of the case
  

5.3 The case is recorded in the list of complaints/appeals which is kept per year.