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Complaints, Appeals, & Feedback

We are committed to providing responsive, objective, and transparent service. If you have a complaint, wish to submit an appeal, or share feedback please use the contact information below. All procedures related to complaints and appeals are available upon request.

Complaints

Customer satisfaction is a top priority. As a globally recognized third-party organization, we serve our clients, accreditation bodies, and the safety of the general public. If you have a complaint regarding a service we provide, please email a detailed description to complaints@nfpaglobal.com. A member of our management team will respond as soon as possible to address your concerns.

Appeals

Any party may submit an appeal regarding a certification program. An appeal is defined as a disagreement that affects certification requirements, decisions, or procedures. Appeals must be submitted in writing to appeals@nfpaglobal.com. Upon receipt, the appeal will be acknowledged and reviewed to confirm it relates to certification activities for which we are responsible. All necessary information will be gathered and verified to support a fair and objective review. To ensure impartiality, appeals are reviewed by individuals who were not involved in the certification activities related to the appeal. Any subsequent action needed to resolve the appeal will be taken, and appeals will be recorded and tracked, along with actions undertaken to resolve them. The appellant will be formally notified of the outcome and the closure of the appeal process upon completion of the review.

For appeals involving product conformance with accreditation criteria recognized by Canadian regulatory authorities, the determination may be forwarded to the Standards Council of Canada (SCC) for final determination.

Feedback

We welcome feedback regarding our services and customer experience. Your input helps us continually improve our processes and better serve our clients, accreditation bodies, and the safety of the general public. Please send comments, suggestions, or feedback to feedback@nfpaglobal.com.