Handling concerns about a modular component manufactured by a certified manufacturer or an organisation involved in the BuiltReady scheme.
Complaints about a modular component that has been manufactured under a registered manufacturer's scope of certification should be directed to the manufacturer in the first instance.
Complaints about a certified and registered manufacturer should be directed to the responsible certification body in the first instance.
Contact details for the certification body will be provided on the manufacturers certificate and noted on the register.
Any complaints that involve a certified manufacturer providing manufacturer's certificates outside of their scope, limitations or conditions of certification should be made to the responsible certification body or MBIE.
The scope, limitations or conditions of a manufacturers certification will be provided on the manufacturer's certificate and the register.
If you are not satisfied with the outcome of the certification bodies investigation you may then refer the complaint to the appointed accreditation body.
The appointed accreditation body is responsible for assessing, monitoring, and accrediting certification bodies.
The certification body should always be given a reasonable timeframe to investigate and resolve a complaint before any complaint is made to the accreditation body. What is defined as a reasonable timeframe is likely to depend on a range of factors including the extent and type of the complaint.
MBIE's role is to monitor the performance of the accreditation body. Complaints should generally only be referred to MBIE if the accreditation body appears to be failing to fulfil its obligations.
Complaints relating to the registration of a certification body, or the registration of a manufacturer should be directed to MBIE for investigation.