Complaints Handling

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This procedure applies to dealing with complaints, appeals and disputes that project participants, the CDM Executive Board, the Ministry of Knowledge Economy and other stakeholders raise in relation to certification services and other decisions.

Complaints : Formal (written) and/or informal (verbal) expressions of dissatisfaction regarding the performance of a DOE in relation to its CDM function(s), from any source, such as the CDM client‘s organization (CDM PP), the general public or its representatives, government bodies, NGOs, etc.
Disputes : Disagreement between a DOE and the project participant (PP) regarding the DOE‘s recommendation and/or opinions/decisions made at various stages during the validation and/or verification/certification functions.
Appeals : A CDM client organization‘s (CDM PP) request for a review by an independent appeal panel of various decisions taken by a DOE in respect of validation and/or verification/certification functions.

Receive and record complaints → Notify to Complainants(Within 6 working days from receipt) → Initial investigation → Corrective actions(Within 30 working days from notification) → Confirm the effectivness of the implementation of the corrective actions → Notify to the complainants the results of corrective actions(Within 6 working days from approval)

Receive and record appeals → Notify to Complainants(Within 6 working days from receipt) → Handle the appeal by special committee → Corrective actions(Within 30 working days from the meeting of the Special Committee) → Confirm the effectiveness of the implementation of the corrective actions → Notify to the complainants the results of corrective actions(Within 6 working days from approval)