Two paths, one standard: free, independent, and documented
KSQA operates two separate, documented review paths for clients and interested parties: a complaints process and an appeals process. Both are governed by ISO/IEC 17021-1 and both produce a written outcome.
A complaint concerns KSQA's conduct, service, or records — audit quality, responsiveness, OASIS record accuracy, impartiality, or confidentiality. An appeal concerns a specific certification decision — refusal, suspension, withdrawal, scope reduction — and asks for that decision to be reviewed and potentially reversed.
If you are unsure which applies, email contact@ksqa.org and KSQA confirms the correct route in writing. You can also escalate to IAS, OASIS, or Probitas Authentication at any point — with or without a KSQA case open.
Which Process Fits Your Situation?
Use this table to find your route before you file
| Your Situation | Process | What It Reviews |
|---|---|---|
| You disagree with a written certification decision — refusal, suspension, withdrawal, non-renewal, scope reduction, or a major nonconformity classification. | 🔄 Appeal | Whether the certification decision was correct |
| You have a concern about audit quality, responsiveness, OASIS record accuracy, impartiality, confidentiality, or auditor conduct. | 📣 Complaint | KSQA's service, conduct, or records |
| You are not satisfied with how a complaint was resolved. | 🔄 Appeal | The complaint finding and how it was reached |
What You Can Expect From Either Process
Core commitments under ISO/IEC 17021-1 — identical for complaints and appeals
Both paths — every time
Independent review Your case goes to a reviewer with no involvement in the original activity or decision — ISO/IEC 17021-1 Clauses 9.7.2 and 9.8.1.
Written acknowledgment Reference number and written acknowledgment within 2 business days, naming the assigned reviewer and expected response date.
Written outcome Every case closes with a written finding stating the evidence reviewed, the clauses applied, and the action taken.
No cost Filing is free. Escalating to IAS, OASIS, or IAF is also free.
No effect on your standing Filing has no bearing on your audit outcome, certificate status, or working relationship with KSQA — upheld or not.
Confidentiality Case records kept confidential, retained for at least 7 years, shared only with IAS, IAQG, Probitas Authentication, or as required by law.
Your choice on timing You can escalate externally at any point. Completing KSQA's internal process first is not required.
Part One: Complaints
For concerns about KSQA's conduct, service, records, or responsiveness
What You Can Raise a Complaint About
| Category | Examples |
|---|---|
| Audit quality | Findings not supported by evidence, missed scope areas, nonconformity classification concerns |
| OASIS record accuracy | Incorrect modality, dates, scope, or nonconformity records in the AS9100 scheme database |
| Notification | An accreditation or certificate status change that was not communicated to you |
| Responsiveness | Delayed OASIS uploads, slow document turnaround, unanswered inquiries |
| Impartiality | A relationship or interest you believe affected an audit or certification decision |
| Confidentiality | Your audit information shared with a party you did not authorise |
| Certificate transfer | Delay in providing the OASIS documentation needed to transfer certification |
| Auditor conduct or credentials | Professional conduct concerns, or a question about an auditor's credential status |
How to Submit a Complaint
📨 Submit your complaint
Send to contact@ksqa.org or submit through the client portal at audit-care2.com. Include:
- Your name, organisation, and contact details
- Your KSQA certificate number, if the complaint relates to a certified client
- The complaint category and a description of the concern
- Any supporting documents, audit report references, or nonconformity reference numbers
- The urgency level, so KSQA applies the correct response track
How KSQA Handles a Complaint
Submission & Logging Within 24 hours
The Compliance Manager receives and owns the complaint from intake to closure. The complaint enters the Complaint Register within 24 hours with a reference number formatted CMP-YYYY-NNN.
Written Acknowledgment Within 2 business days
You receive written acknowledgment confirming the reference number, assigned reviewer, and expected response date.
Independent Review Conflict-free
A reviewer with no involvement in the matter takes the case. If the complaint concerns KSQA management, an Impartiality Committee member steps in instead — keeping every review genuinely conflict-free.
Evidence Collection
The reviewer examines the audit file, nonconformity records, OASIS entries, and correspondence. Additional information may be requested from you.
Corrective Action Where complaint is upheld
Where the complaint is upheld, KSQA defines, implements, and verifies corrective action. Recurring patterns go to the Impartiality Committee for policy review.
Written Outcome
You receive a finding stating the conclusion, the evidence basis, the corrective action taken, and your right to appeal or escalate further. All complaints and outcomes are reported to IAS at annual surveillance.
Complaint Response Timeframes
| Urgency | Typical Examples | First Response | Written Outcome | Corrective Action |
|---|---|---|---|---|
| 🔴 Critical | Certificate status blocking a live aerospace contract | 24 hours | 5 business days | Interim action immediately; final within 10 business days |
| ⚠ High | Certificate validity, audit accuracy, or notification concern | 2 business days | 10 business days | Within 15 business days |
| ℹ Medium | OASIS record accuracy, upload delay, audit quality concern | 2 business days | 20 business days | Within 30 business days |
| ✓ Low | Administrative delay, communication quality, general feedback | 2 business days | 30 business days | As appropriate |
All complaints and outcomes are reported to IAS at annual surveillance. The Complaint Register is available to IAS on request.
Part Two: Appeals
A formal request for KSQA to reconsider a certification decision — reviewed on its merits under ISO/IEC 17021-1 Clause 9.7
Decisions You Can Appeal
Refusal of Initial Certification
A Stage 2 audit result where the certificate was not issued.
- Requirements misinterpreted
- Major NC not supported by evidence
- Corrective action evidence rejected without justification
- Audit scope differed from what was agreed
Certificate Suspension
Certificate placed under suspension.
- The stated reason is factually incorrect
- Closure evidence was provided but not reviewed
- A scheduling dispute was recorded as a refusal of access
Certificate Withdrawal
Certificate permanently removed.
- Correct notice period was not applied
- The underlying suspension was itself incorrect
- Verified corrective action was not acknowledged
Recertification Refusal
Renewal audit where the certificate was not renewed.
- Findings do not justify non-renewal
- Findings carried over from a prior cycle without fresh evidence
- NCs accepted for closure before the decision
Scope Reduction
Certified scope narrowed without agreement.
- The scope element was audited and found conforming
- Reduction applied without notification or agreement
- Standard does not require the exclusion on the grounds stated
Major NC Classification
A finding classified as major, affecting certification status or timing.
- Finding does not meet the standard's definition of a major NC
- Evidence cited does not support the classification
- NC raised against a clause not applicable to the scope
Grounds That Support — and Don't Support — an Appeal
- New evidence that was not available during the original audit or decision
- The process was not followed correctly — e.g. a reviewer who was not independent
- The finding is not consistent with the documented evidence
- A relevant clause under ISO/IEC 17021-1, AS9104/1, or the IAQG ICOP scheme was misapplied
- The required corrective action does not address the substance of the finding
- A conflict of interest in the decision process has been identified
- General dissatisfaction with the outcome, without a specific procedural or evidential error
- New arguments about evidence already considered in the original decision
- A preference for a different reviewer, without a specific conflict of interest
- Commercial impact alone — financial consequence does not change whether a finding is correct
- The view that another certification body might have reached a different conclusion
- Prior certification history — a past certificate does not guarantee renewal when current audit finds genuine NCs
How to Submit an Appeal
📨 What to include
- The specific standard clauses you believe were misapplied, with clause numbers
- The nonconformity reference numbers you are disputing, and why you believe the evidence was misread
- Corrective action evidence you submitted, along with the rejection rationale you received
- Any new evidence not available at the time of the original decision
- A copy of the written certification decision you are appealing
- Audit report page references that support your position
- Any published IAF or IAQG guidance that supports your interpretation
Submit your appeal within 30 business days of receiving the written certification decision.
How KSQA Handles an Appeal
Registration Within 24 hours
Appeal entered in the Appeal Register within 24 hours with a reference number formatted KSQA-AP-YYYY-NNN.
Written Acknowledgment Within 2 business days
You receive written acknowledgment confirming the reference number, assigned reviewer, and expected decision date.
Independence Confirmation Before review begins
The assigned reviewer signs a written declaration confirming they were not the original auditor, have no close personal relationship with either party, and hold no financial interest in the outcome.
Complete File Review
The reviewer re-examines the full audit file — report, nonconformity records and classification, cited evidence, corrective action records, and OASIS entries — against your stated grounds.
Standard Interpretation (where disputed)
Where a clause interpretation is disputed, KSQA references published IAF mandatory documents and IAQG ICOP scheme documents — which take precedence over KSQA's own reading — and may request a formal interpretation from IAS.
Draft Finding and Second Review
The reviewer prepares a draft finding covering the grounds, evidence, clause interpretation, and conclusion. A second qualified person reviews it before it is finalised.
Written Decision
KSQA issues the decision in writing, stating the finding, the evidence basis, the action taken, and your right to escalate externally. Where the appeal is upheld, the certificate action is implemented within 5 business days and OASIS is updated in the same window.
Appeal Timeline
The clock starts the day KSQA receives your appeal
Appeal received, clock starts
Applies to all appeals.
All appealsLogged with a reference number
Entered in Appeal Register as KSQA-AP-YYYY-NNN.
All appealsWritten acknowledgment sent
Confirms reviewer, expected date, and independence declaration.
All appealsIndependence declaration signed — review begins
Original auditor given a 5-business-day response window.
All appealsAuditor response window closes
Review proceeds on file evidence if no response arrives.
All appealsDraft finding passed to the second reviewer
Internal target.
Internal targetWritten decision issued
Standard appeals — or progress update sent for complex appeals.
Standard appealsWritten decision — complex appeals
Applies where outside evidence or IAS input is required.
Complex appealsAppeal Outcomes
| Finding | What It Means | What Happens Next |
|---|---|---|
| ✓ Upheld | The original decision is reversed. | Certificate reinstated, NC reclassified or removed, or scope restored. OASIS updated within 5 business days, with a root cause review to prevent recurrence. |
| ⚠ Partially Upheld | Correct elements stand; incorrect elements are reversed. | Each element's outcome is explained in writing, and OASIS is updated. |
| ✗ Not Upheld | The original decision is confirmed. | Each ground is addressed in writing with the evidence basis, and your external escalation rights are confirmed. |
| 🔵 Referred Externally | The matter involves a scheme-owner interpretation question. | The file and a recommendation go to IAS or IAQG. Your certificate status stays unchanged until they decide, and KSQA follows their outcome. |
Reviewer Independence Standards
Every appeal reviewer meets these requirements before review begins
Not the original auditor
Per ISO/IEC 17021-1 Clause 9.7.2 — the auditor under appeal has no role in the review.
No personal relationship
No family, partner, or close personal relationship with the original auditor or the appellant.
No financial interest
No financial interest in the appeal outcome, confirmed through an annual impartiality declaration.
Written declaration on file
Signed independence declaration retained and available to IAS at annual surveillance.
Two-person review
A second qualified person reviews every draft finding before it is issued to the appellant.
Committee oversight
Impartiality Committee oversight when an appeal concerns a lead auditor's decision or KSQA management.
External Escalation
Available at any point — with or without a KSQA case open. Reference MSCB-207 (ISO 9001) or ASA-101 (AS9100).
International Accreditation Service (IAS)
Reviews KSQA's compliance with ISO/IEC 17021-1 and ISO/IEC 17011. Can require corrective action and conduct unannounced assessments.
OASIS — IAQG Scheme Database
AS9100 record accuracy, modality data, auditor conduct, and ICOP scheme compliance — independent of KSQA.
Probitas Authentication
IAQG auditor credentialing for the AS9100 scheme — auditor conduct, credential status, and credential accuracy.
International Accreditation Forum (IAF)
Oversight of accreditation bodies through the IAF Multilateral Recognition Arrangement, including peer evaluation.
Where to Start by Issue Type
| Issue | Start Here | If Unresolved | Final Escalation |
|---|---|---|---|
| Audit quality, NC classification, report accuracy | KSQA complaint | IAS | IAF |
| OASIS record accuracy | KSQA complaint and OASIS | IAS | IAF |
| Certification decision you believe is incorrect | KSQA appeal | IAS | IAF |
| AS9100 auditor credentials or conduct | OASIS and Probitas Authentication | IAS | IAF |
| Certificate transfer documentation | KSQA written request — 10 business-day upload commitment | IAS | IAF |
| Confidentiality or data rights | KSQA complaint | IAS and applicable data protection authority | IAF |
| Certificate status affecting a live contract | Call (775) 372-8348 — 24-hour response | IAS, phone (562) 364-8201 | OASIS |
Frequently Asked Questions
Common questions about the complaints and appeals processes
What is the difference between a complaint and an appeal?
›Who reviews my case?
›How long do I have to file an appeal?
›Does filing cost anything?
›Can I contact IAS directly instead of going through KSQA first?
›Does filing affect my certificate?
›Can I track my case?
›What happens if my complaint is upheld?
›What happens if my appeal is upheld?
›How long are case records kept?
›Is a certificate issue affecting a live shipment handled differently?
›Case Handling Roles
| Role | Responsibility |
|---|---|
| Compliance Manager | Owns every complaint and appeal from receipt to closure and serves as the second reviewer on appeal findings. |
| Appeals Coordinator | Manages communication with appellants, gathers evidence, and tracks case progress. |
| Technical Review Committee | Provides subject matter expertise and confirms audit findings against standard requirements. |
| Impartiality Committee | Confirms reviewer independence and provides oversight where a case concerns KSQA management or a lead auditor's decision. |
Both processes are reviewed at least annually, and the outcomes shape how KSQA trains, assigns, and oversees its reviewers.
📞 Contact KSQA
Client Portal
audit-care2.comPost
KSQA, K&S Quality Assessments LLC
5760 Hwy 32
Water Valley, MS 38965
Accreditation Numbers
MSCB-207 — ISO 9001
ASA-101 — AS9100
Ready to file a complaint or appeal?
Both processes are free, produce a written outcome, and carry no risk to your certificate status. Start by email or phone — or use the client portal.