Complaints and Dispute Resolution
FSC Australia and New Zealand is committed to ensuring that all complaints and appeals are handled consistently and in a timely manner. Stakeholders may raise concerns related to certification decisions, the performance of FSC-certified organisations, Certification Bodies, or other aspects of the FSC system.
The full procedure is outlined in FSC-PRO-01-008 Processing Complaints in the FSC Certification Scheme.
What is a valid complaint?
A valid complaint is a formal expression of dissatisfaction related to the implementation of the FSC system. It can allege a non-conformity with FSC’s normative documents, such as the FSC Principles and Criteria or Policy for Association.
A complaint may include concerns about the conduct of a certified organisation, the performance of a Certification Body, or the activities of FSC itself or its assurance system. For example, a valid complaint could relate to inadequate protection of a High Conservation Value area, failure to uphold workers’ rights or health and safety obligations, or harvesting practices that compromise long-term forest productivity and economic viability.
Who handles complaints?
The FSC Dispute Resolution System is modular, meaning that complaints are handled by the appropriate level within the system:
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Certification Bodies (CBs): Most complaints about FSC-certified organisations are handled by the CB that issued the certificate. Each CB has its own complaints procedure.
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Assurance Services International (ASI): Complaints about the performance of FSC-accredited Certification Bodies are managed by ASI and follow ASI-PRO-20-104.
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FSC International: Handles complaints about the FSC system itself, including:
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The FSC normative framework
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The performance of FSC International or the FSC Network
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Complaints related to the Policy for Association (FSC-POL-01-004), which applies to organisations associated with FSC and their alignment with FSC’s values
These are processed through FSC-PRO-01-008 or FSC-PRO-01-009.
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Note: FSC strongly encourages stakeholders to first attempt to resolve the issue directly with the organisation concerned, where appropriate.
FSC Australia and New Zealand's Role
As the standard-setting body for our region, FSC Australia and New Zealand does not investigate or resolve complaints about audits, Certificate Holders, or Certification Bodies. To ensure fairness, credibility, and impartiality, we maintain a clear separation from certification and auditing activities.
However, we are here to help. If you're unsure where to direct a complaint, we can guide you through the process and connect you with the appropriate contact or procedure.
How to lodge a complaint:
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Contact the certified organisation
When possible, we recommend that you contact the certified organisation.
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Contact the certifying body
If you are unable to speak directly with the company or are not satisfied with the certified organisation's response, we recommend contacting the certifying body, which will conduct an investigation. You can find the responsible certifying body on our database.
Once you've identified the name of the certification body, simply access the contact email on the relevant page of our website and submit your complaint.
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Contact us
If you are unable to resolve the issue directly with the company, or if you are dissatisfied with the Certification Body’s response, you can report the issue through our Report an Issue webform. Please provide a clear explanation of the situation, include any relevant evidence, and specify which organisation or certificate holder the issue relates to.
FSC Australia and New Zealand will review your submission to help determine whether the concern falls within the scope of the FSC system. If the issue is outside FSC’s remit, we’ll let you know. If it is within scope, we’ll guide you through the appropriate process and connect you with the relevant body for further action.
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