The purpose of this policy is to describe and regulate the way NEPCon handles disputes related to NEPCon clients or NEPCon activities.

Disputes are divided into two broad categories: complaints and appeals. Within the context of this policy, the term grievance is considered to be synonymous with complaint – with grievances to be handled in the same manner as complaints. NEPCon accepts disputes at any time, including those shared with auditors during the audit process.

Appeals are defined as issues raised by NEPCon clients or applicants against NEPCon's certification decisions or non-conformities.

Complaints are defined as any other disputes raised by any individual or organisation. All complaints are kept confidential, unless the complainant authorises NEPCon to share the information.


Approved by

Peter Feilberg, NEPCon Executive Director
10 October 2018


Below is our dispute resolution policy in English and other languages.

If you have a complaint or would like to submit an appeal, please contact your local NEPCon staff contact person. Visit our Contact Us page for phone numbers and addresses of our local offices. Complaints may also be emailed to: