Dear customers,

If you have complaints, appeals or disputes on Rainforest Alliance certification, please pay attention to the following notes:

1. CQC appeals, complaints and dispute acceptance requirements

1. This procedure is applicable to appeals, complaints and disputes to CQC from organizations that are applying for CQC certification and have obtained CQC certificate and other relevant parties.

2. Please fill in the Registration Form carefully when submitting appeals, complaints and disputes. The contents must be consistent with the facts; otherwise, you shall bear the consequences caused thereby.

3. Relevant staff of CQC for handling complaints, appeals and disputes will carefully investigate the situation you reported according to the working procedures. We hope you can actively cooperate and understand.

4, Certification questions related to the law enforcement inspection and other issues, please contact the relevant law enforcement departments.

5. The parties concerned shall meet the following conditions when making appeals, complaints and disputes to CQC:

1) There is a clear party to be complained/complained/disputed;

2) There are specific complaints/appeals/disputes, facts and reasons;

3) The party that put forward complaints, appeals and disputes have effective contact information.

6. The following appeals, complaints and disputes are not accepted by CQC:

1) Appeals, complaints and disputes that have been accepted or handled by courts, arbitration institutions or other administrative departments;

2) Appeals, complaints and disputes that are beyond the business scope of CQC and do not belong to the business scope of CQC;

3) Appeals, complaints and disputes have been accepted by the court as litigation evidence;

4) CQC has dealt with the application for appeal/complaint/dispute, and the applicant has filed the complaint, complaint and dispute again without new circumstances and new reasons;

5) Appeals, complaints and disputes that do not comply with national laws and regulations;

6) Appeals, complaints and disputes with insufficient evidence;

7) Appeals, complaints and disputes in which the parties cannot prove that their rights and interests have been infringed;

8) Appeals, complaints and disputes in which the evidence provided to CQC is insufficient and the investigation cannot be carried out;

9) Appeals, complaints and disputes within the jurisdiction of discipline inspection departments and supervisory departments.

7. CQC will respond to the applicant within 10 natural days from the date of receipt of the written request for Rainforest Alliance certification appeal and complaint information, and will provide you with information on the next steps and when a reply can be obtained. CQC will inform you of the results of major investigations and provide you with a summary of the results of the process when a final decision or outcome is available.If the submitted information does not contain contact information for the response, CQC will complete the process and record the information in the Rainforest Alliance Credibility Assurance Platform.Appeals and complaints shall be settled within 30 natural days (including certification decision in case of investigation and audit).For complicated cases, the handling period may be extended appropriately upon approval of CQC Director.If testing and authentication are required in the proceeding, the testing and authentication duration will not be included in the processing time, and the Rainforest Alliance will be notified in time.

8. CQC will assess the risk of anonymous appeals and complaints, but CQC may not investigate appeals and complaints without sufficient preliminary evidence or information.CQC will designate a contact person to manage the communication and further inquiries for appeals and complaints made by other social organizations.

9. After the conclusion of appeals, complaints and disputes, if the parties have effective contact information, relevant staff of CQC for handling appeals, complaints and disputes will inform the parties of the final investigation results.

10. China Quality Certification Centre shall be responsible for the interpretation of this regulation.

Ii. CQC appeals, complaints and dispute handling contact information

1. Hotline:

Hotline: 010-83886928

Automatic fax: 010-83886039

2. Email address:

Please download the Appeal, Complaint and Dispute Registration Form, fill it out and send it to the following email address: sts@cqc.com.cn

3. Complaints by ordinary mail:

Please download the Complaint, Complaint and Dispute Registration Form, fill it out and send it together with relevant evidence to the following address:

Address: Area 9, No.188 Nansihuan Road, Fengtai District Beijing, China

Postal code: 100070

Recipient: Audit and Legal Risk Control Department, China Quality Certification Centre

Iii. CQC Impartiality Committee on institutional impartiality appeals, complaints and dispute acceptance

1. Fax: 010-83886138

2. Email: impartiality@cqc.com.cn

3. Ordinary Mail:

Please send the statement together with relevant evidence to the following address:

Address: Area 9, No.188 Nansihuan Road, Fengtai District Beijing, China

Postal code: 100070

To: Impartiality Committee Secretariat of Comprehensive Affairs Department of China Quality Certification Centre .