1. 1 Month 4 Months KMO, Chair, Manager Lab, IB, Lic. Holder or Man.
Complainant CB
Lab, IB, Lic. Holder or Man.
CB WG
CEN
Referre WG
SKN LAB
SKN
Time Frame
Using SKN form,sends complaint to CB WITH COPY TO KMO,Chair and Manager
Acknowledges receipt of complaint
CB starts investigation. Asks the interested parties for feedback, inmediate or corrective actions
Receives copy of complaint
Finishes first investigation and answers complainant in a period of 1 month. May decide to do a new test.
Satisfied
1 Month
Receives copy of answer to complaint
May decide to modify, suspend withdraw Keymark Certificate.
The complaint is presented in a confidential manner at the next SKN meeting.
As a result of first investigation, or the complainant not being satisfied, the CB might ask for new sample taking and testing. May ask for Referee WG to audit the testing
KMO Acknowledges receipt of Appeal. Making attention to impartiality prepares CB meeting
May be voluntarily set up as third party audit on any retest. One to tree members
Not satisfied. Will inform CB and may also appeal to KMO (7.4.2 of CEN Internal reg) and order special test (6.2 of Scheme Rules)
Acts as advisory group for KMO attending appeal.
Receives copy of Appeal or non satisfaction
Retest, maybe under audit of Referree WG.
4 Months
Receives test results and maybe recommendation from KMO.
Special Test
Receives recommendation and makes recomendation to CB and commmunicates to complainant
The complaint is presented in a confidential manner at the next SKN meeting.
After retesting, may recommend answer to KMO
May decide to modify, suspend withdraw Keymark Certificate.
Satisfied

2. 3-4 Months 2 Months Lab, IB, Lic. Holder or Man. Takes Final decision
KMO, Chair, Manager
Complainant CB
Lab, IB, Lic. Holder or Man.
CB WG
CEN
Referre WG
SKN LAB
SKN
Time Frame
Not satisfied. Will inform CB and may also appeal to KMO (7.4.2 of CEN Internal reg) and order special test (6.2 of Scheme Rules)
As a result of first investigation, or the complainant not being satisfied, the CB might ask for new sample taking and testing. May ask for Referee WG to audit the testing
KMO Acknowledges receipt of Appeal. Making attention to impartiality prepares CB meeting
May be voluntarily set up as third party audit on any retest. One to tree members
Acts as advisory group for KMO attending appeal.
Receives copy of Appeal or non satisfaction
Retest, maybe under audit of Referree WG.
3-4 Months
Receives test results and maybe recommendation from KMO.
Special Test
Receives recommendation and makes recomendation to CB and commmunicates to complainant
After retesting, may recommend answer to KMO
May decide to modify, suspend withdraw Keymark Certificate.
The complaint is presented in a confidential manner at the next SKN meeting.
Satisfied
Acknowledges receipt of Appeal . CEN Investigation
The complaint is presented in a confidential manner at the next SKN meeting.
Not satisfied. Appeals to CEN (7.4.3 of C.I.R).
2 Months
Takes Final decision
Final decision