Information about audit processes, processes for granting, refusing, maintaining, renewing, suspending, restoring or withdrawing certification or expanding or reducing the scope of certification, the use of the certification body’s name and certification mark or logo can be found in Certification Agreement, All requests for information, all appeals and complaints related to the certification activities within the responsibility of SER, s.r.o.shall be submitted in writing to:

SER provides upon request information about

  • Geographical areas in which it operates;
  • The status of a given certification;
  • The name, related normative document, scope and geographical location (city and country) for a specific certified client.

Current information about the accreditation scope can be readily acquired on request. Other publicly available information can be found on this web site.

Policy on Impartiality

SER, as a management systems certification body, declares that:

  • understands the importance of impartiality in carrying out activities related to the management system certification,
  • manages conflict of interest, ensures the objectivity of its activities related to
  • will keep the certification process as simple and clear as possible for customers,
  • will seek to prevent disputes with stakeholders and their complaints.

Top management of SER undertakes:

  • to ensure the impartiality of the activities related to certification of management systems at all levels,
  • to establish, implement and maintain management system according to standards ISO / IEC 17021-1,
  • to provide access to a services of certifying body for all applicants.


Appeals and Complaints

SER solves all appeals and complaints according to its internal directives promptly with respect to principles of impartiality and reticence.

Principles of solving appeals and complaints of clients and certified organizations can be found in the CERTIFICATION AGREEMENT. Submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant.

After assessment of legitimacy of the appeal / complaint, SER informs the appellant / complainant, if possible, about acceptance or declining the appeal /complaint. On request, SER provides the appellant / complainant with progress reports and that of outcome at a suitable time.

SER determines, together with the client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public. If agreement is not reached, SER decides unilaterally.