At NEN, complaints and signals are always handled with the utmost care, according to the Safety Culture Ladder complaints procedure. NEN does not handle all complaints and signals itself, because of NEN's role as scheme manager of the Safety Culture Ladder (SCL). The Committee of Experts (BoE) is responsible for managing, evaluating and adjusting the content of the standard and the certification scheme.
An independent third party carries out the certification. This certification bodies (CBs) have a licence agreement with NEN. Depending on the nature of the complaint, NEN can refer to the responsible body, according to the Safety Culture Ladder complaints procedure. NEN provides the necessary support in this respect.
Complaint about certified organisation
SCL certification does not always guarantee a healthy and safe working environment. If you have a complaint about an SCL-certified organisation, for example about safety, health or safety awareness, first report it to the organisation concerned. If the complaint is not dealt with properly, you can approach the certifying body that assessed the organisation. This institution will then investigate how the organisation dealt with the complaint.
Complaint about a certification body
Complaints about the working methods of a certification body must be submitted to the relevant body. All CBs authorised to certify on the SCL have a complaints procedure that you can request from the institution concerned. If you are not satisfied with the handling of the complaint, you can make this known to NEN. NEN will deal with the complaint if:
- the relevant certification body has entered into a licence agreement with NEN to certify to the SCL standard.
- Your complaint focuses on the SCL certification procedure. The CB has not complied with the agreements described in the certification scheme.
- you have already submitted your complaint to the CI and gone through the full procedure, but are not dissatisfied with the handling.
If the complaint meets the above conditions, please contact NEN at info@safetycultureladder.com.