Contact Us

Connect with us:

All questions marked with an (*) are mandatory.

All comments and questions received will be considered by the Executive Committee, and feedback will be provided either directly or though provision of clarifications/ interpretations posted on PEFC Canada website.

  Name:

* Email:

  Phone:

  How may we reach out? By Email
By Phone

  How did you hear about us? - Select one - Word of mouth Company Referral Google Search Facebook

* Question / Comment:

Previous

Next

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Submitting...

Feedback and Continual Improvement

PEFC Canada welcomes input on sustainable forest management and our standard setting and revision procedures at anytime. Please let us know what you think info@PEFCCanada.org

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 International Accreditation Forum.

Further information on the PEFC International complaints and appeals investigation and resolution please review PEFC Council procedures for the investigation and resolution of complaints and appeals 2007. If you want to raise a concern, a complaint, or an appeal, please contact: technical@pefc.org.

The following are steps of the complaints and appeals investigation and resolution procedures followed by PEFC Canada.

1. Upon receipt of a complaint, PEFC Canada will determine if a complaints resolution process would be appropriate or if other means of communicating or resolving concerns will be necessary. Where a complaints resolution process is initiated, PEFC Canada will aid in ensuring the complaint is directed to the correct mechanism.
2. Upon receipt of a complaint in writing, the PEFC Canada will respond to the complainant in writing to acknowledge receipt of the complaint within 10 working days. All parties involved in the complaint will be notified of the receipt and acceptance of the complaint, outlining next steps. Where a complaint is not accepted, justification will be provided to the complainant.
3. As required, PEFC Canada will request detailed information from the complainant and other parties, as necessary to evaluate and validate the complaint and make decisions on the complaint.
4. For concerns identified within the scope of PEFC Canada, a member of the PEFC Canada Board of Directors will formally communicate the decision on the complaint to the complainant and any other relevant parties, including the complaint handling process.
5. Corrective and preventive actions to address the complaint will be developed through the PEFC Canada Board of Directors or PEFC Canada Technical Committee as appropriate; action items will be tracked through meeting minutes.
6. Complaints or appeals against PEFC Canada that cannot be resolved through the complaints and appeals process will be referred to the PEFC International complaints and appeals mechanism.
7. The PEFC Canada Technical Committee will periodically review the complaints and appeal handling process to ensure that it is effectively and efficiently maintained and continually improved.