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Listening to our stakeholders and taking action

FSC is the world’s most trusted sustainable forest management solution. No system is perfect, but we take the integrity of our system seriously.  We take action whenever we learn about a problem. 

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Complaints handling mechanism

When we receive complaints from stakeholders, whether they are addressing performance, decisions taken or any other element in the FSC system, we have a robust mechanism to address your concerns.

Our complaints handling mechanism is based on the provisions of our procedure called Processing Complaints in the FSC Certification Scheme (FSC-PRO-01-008). At the very core, FSC believes in addressing complaints about the different actors in the FSC system  by starting from the actor directly involved in the issue and escalating further step by step. Hence, complaints are processed based on the need to solve complaints at the lowest possible level.

Lowest level principle
 

All complaint handling bodies in the FSC system (certificate holders, certification bodies, ASI, FSC International) are required to have their own complaints handling mechanisms, which all stakeholders can easily access.

According to FSC’s procedure for Processing Complaints in the FSC Certification Scheme, if a stakeholder has a problem with an FSC certificate holder, they should first try to resolve the dispute with the certificate holder directly. If their complaint is not addressed, then they should reach out to the certification body. 

In case the certification body does not act or solve the complaint, ASI steps in. For more information about ASI’s complaints handling mechanism, please check this page. In case a complainant is not satisfied with ASI’s resolution, a formal complaint may be submitted to FSC International. FSC also looks into complaints about issues in the normative framework and concerns about the performance of FSC International and of FSC’s Network Partners.

NOTE: We are currently revising our complaints procedure. You can follow the progress of this revision process and receive updates about opportunities to participate in this process in the process page. 

Appeals

Our complaints handling mechanism also provides complainants an opportunity to file an appeal against decisions related to their complaint. FSC also looks into appeal cases where FSC’s decision about a normative change/development (such as the approval of a National Forest Stewardship Standard) is challenged by a stakeholder. But, FSC does not accept appeals about certification decisions by certification bodies, or accreditation decisions by ASI. Any decision about a case related to the violation of FSC’s Policy for Association also cannot be appealed.

For more information about the types of appeal cases that FSC accepts are defined in our procedure called Processing Appeals (FSC-PRO-01-005). 

Policy for Association complaints

A Policy for Association (PfA) violation case involves allegations of unacceptable activities as defined in the PfA done by organizations belonging to the corporate group of a certified organization or of an FSC member. Such cases are primarily concerned with unacceptable activities outside the scope of FSC-certified entity but within its corporate group. They are processed according to the provisions of our procedure for Processing Policy for Association Complaints (FSC-PRO-01-009). 

FSC launches these cases when we receive a Policy for Association complaint. Sometimes, FSC launches a proactive case based on evidence gathered from third party sources such as media reports, legal cases, studies conducted by NGOs, findings of transaction verification loops, etc.

If such unacceptable activities occur within the scope of the FSC-certified operation and therefore overlap with FSC certification requirements, complaints are processed through the regular complaint handling mechanism. 

Complaints related to the use of the FSC trademarks

Once a company receives certification, they are permitted to use the FSC trademark. There are three ways in which FSC protects its trademark:

  1. If an organization without a valid FSC trademark license  is found to be using the FSC trademarks, then FSC may initiate a legal case of infringement.
  2. If a certificate holder inadvertently uses the FSC trademarks in a wrong way, then FSC informs the certification body of the certificate holder, so they may request for correcting this inaccurate use.
  3. If a certificate holder uses the FSC trademark on a product that is not FSC-certified, then FSC initiates an investigation of false claim.

How to submit a complaint

Our team is committed to getting your issue heard and resolved by the right people swiftly and thoroughly. We handle different types of complaints by using processes that are relevant to the type of complaint. You can use the following avenues to submit your complaints:

  • For complaints about FSC’s certification process and FSC Standards, use this form.
  • For Policy for Association complaints, use this form.
  • For complaints related to misuse of FSC trademark, use this form.