Grievance, Complaints, and Whistleblowing

Transparency and accountability are essential to the integrity of the ISCC certification system. Through our grievance mechanisms, we enable stakeholders to raise concerns, submit complaints, or report alleged non-conformities with ISCC certification requirements.

We distinguish between different types of grievances depending on the parties involved and the nature of the issue. To ensure your report is handled efficiently and appropriately, please use the correct reporting channel.

How to Report a Concern

Categorisation – A Simple Decision Tree

Is your concern related to a conflict or disagreement regarding certification activities or decisions?

Proceed to Category 1 or 2.

Is your concern related to alleged non-conformities with ISCC requirements that may impact other stakeholders or the integrity of the ISCC System?

Proceed to Category 3.

Grievance Categories and Reporting Channels

Conflicts between Certification Bodies and System Users

This category covers conflicts between a Certification Body (CB) and a System User, including disputes related to audit findings, certification decisions, or the conduct of certification audits.

These cases relate directly to certification activities and are handled through the complaints process.

Submit a complaint

Conflicts between ISCC and Certification Bodies or System Users

This category includes conflicts related to decisions taken by ISCC, for example, within the framework of the ISCC Integrity Programme. Such cases may concern measures following integrity assessments or decisions related to system oversight and enforcement.

They are handled through the complaints process to allow structured review and direct communication with the parties involved.

Submit a complaint

Alleged Non-Conformities Impacting Other Stakeholders

This category covers concerns related to the activities or conduct of System Users or CBs that may impact other stakeholders or the integrity of the ISCC System. This includes alleged non-conformities with ISCC requirements.

These whistleblower reports can be submitted confidentially and, if preferred, anonymously.

Submit a whistleblower report

How We Handle Reports and Timelines

All complaints and whistleblower reports are carefully reviewed and handled in line with defined procedures. The process and timelines vary by reporting channel.

Complaints

After you submit a complaint, we inform you without delay that it has been received. We decide whether to accept the complaint within 10 working days. Accepted complaints are reviewed and investigated on a case-by-case basis. We may contact the parties involved or request additional information during the process. Any decision is communicated to you without delay.

Whistleblower Reports

After submission, receipt of your report is confirmed via the Whistleblower Tool. If you choose to provide your contact details, we will share updates via email. If you report anonymously, you can access updates by logging in to the tool. Within one month, we inform you whether the report will proceed. We aim to provide an update on the status of the review within three months.

The Grievance Process in Detail

For further details on the grievance process, please refer to ISCC System Document 102 “Governance”.

ISCC System Documents

Governance · Grievance

How to Report Concerns and Protect the Integrity of ISCC Certification