Complaint Handling and Appeal Process Relating to ISPO Certification

If there is dissatisfaction during ISPO certification process, the complainant/applicant may submit complaint/appeal to BSI. BSI will follow relevant internal procedure (e.g., the BSI Global Procedure GP022 Appeals, GP150 Complaints Management) and all applicable regulation such as Permentan No. 33 Tahun 2025 (Peraturan Menteri Pertanian Nomor 33 Tahun 2025 tentang Sertifikasi Kelapa Sawit Berkelanjutan Indonesia Terhadap Usaha Perkebunan Kelapa Sawit).

Complaint and appeal can be received from:

Plantation company
Independent smallholder
Affected communities
Independent observer

The complaint and appeal must be submitted to the BSI by attaching at least the following requirements:

A written complaint document signed by the complainant or their representative.
Supporting documents; and
A proposed resolution to the problem.

If there is a complaint or appeal, the BSI Country Manager will appoint a complaint and appeal team consisting of 2 people from BSI and 1 technical expert. The team is obliged to make a decision on the complaint or appeal within 30 working days from when the complaint or appeal is received. BSI having responsibility to submit the complaint or appeal settlement to the Ministry. During the complaint or appeal settlement process, ISPO certificate of the client will remain active.

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