Complaints and Dispute Resolution
FSC Australia and New Zealand is committed to ensuring that all complaints 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 regarding the application or oversight of the FSC system. It may allege a breach of FSC’s normative documents, such as the applicable FSC Forest Stewardship Standard or the FSC Policy for Association.
Complaints can relate to the actions of a certified organisation, the performance or decisions of a Certification Body, or the conduct of FSC or its assurance system. For example, a valid complaint could concern:
- Inadequate protection of High Conservation Values (HCVs)
- Violations of workers’ rights, including health and safety provisions
- Harvesting practices that undermine long-term forest productivity and economic sustainability
- Engagement with entities that violate the Policy for Association (e.g. involvement in illegal logging or human rights abuses)
All complaints must be submitted in accordance with FSC’s Dispute Resolution System and supported by relevant evidence.
Who handles complaints?
Certificate holder:
Most complaints about FSC-certified organisations are handled by the certificate body that certifies the organisation. Each certification body has a complaints handling procedure in place.
Certification Bodies:
Most complaints about FSC-certified organisations are handled by the certificate body that certifies the organisation. Each certification body has a complaints handling procedure in place.
Assurance Services International (ASI):
Complaints about the performance of FSC-accredited Certification Bodies are managed by ASI and follow ASI-PRO-20-104.
FSC International:
Handles complaints about the FSC system itself, including:
- The FSC normative framework
- The performance of FSC International or the FSC Network
- The performance of Assurance Services International
- 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
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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01
Contact the Certified Organisation
When possible, we recommend that you contact the certified organisation.
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02
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.
step
03
Contact Us
If you are unable to resolve the issue directly with the company or are dissatisfied with the Certification Body’s response, you can submit a formal complaint to FSC. Download the FSC complaint submission form, complete it, and send it with a signed signature to info@au.fsc.org. Please include “Complaint” in the subject line, provide a clear explanation of the issue, and attach any relevant evidence.
FSC Australia and New Zealand will review your submission to help determine whether the complaint falls within the scope of the FSC system. If the matter is outside FSC’s remit, we will advise you accordingly. If it is within scope, we will guide you on the next steps and direct the complaint to the appropriate body for action.
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