Guardian Middle East LLC

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Complaints & Appeals Policy (Public Statement)

Commitment to Fairness and Transparency

Guardian Middle East LLC, as the representative office of Guardian Assessment Pvt. Ltd., is committed to ensuring that all complaints and appeals are handled promptly, fairly, transparently, and in compliance with the requirements of ISO/IEC 17021-1:2015, relevant accreditation rules, and applicable Qatari regulations.

We value the feedback of clients, stakeholders, and interested parties as an opportunity to improve our services and uphold the highest standards of impartiality and professionalism.

Scope

This policy applies to:

  • Complaints: Expressions of dissatisfaction about the activities of Guardian Assessment Pvt. Ltd., Guardian Middle East LLC, or any certified client.
  • Appeals: Requests for reconsideration of any certification decision taken by Guardian Assessment Pvt. Ltd.

Principles of Handling

  1. Impartiality – Complaints and appeals will be handled objectively and independently, without bias or conflict of interest.
  2. Accessibility – The process is open to all stakeholders and free of charge.
  3. Confidentiality – All submissions will be treated with strict confidentiality.
  4. Non-Discrimination – No party will face discrimination or retaliation for lodging a complaint or appeal.
  5. Transparency – Outcomes will be communicated in writing to the complainant/appellant.

Process Overview

Complaints

  1. Submission – Complaints should be submitted in writing to info@guardian.qa with full details.
  2. Acknowledgement – Receipt of the complaint will be acknowledged within 7 working days.
  3. Investigation – The complaint will be reviewed by personnel not involved in the subject matter of the complaint.
  4. Decision & Response – A formal response will be provided within a reasonable timeframe, normally within 30 working days.
  5. Corrective Action – Where appropriate, corrective actions will be implemented to prevent recurrence.

Appeals

  1. Submission – Appeals against certification decisions must be submitted in writing within 30 days of the decision.
  2. Acknowledgement – Appeals will be acknowledged within 7 working days.
  3. Review Panel – Appeals will be reviewed by an independent Appeals Panel, ensuring no involvement from the personnel responsible for the original decision.
  4. Decision – A written decision will be communicated to the appellant within 60 working days.

Finality – The Appeals Panel decision will be final within the certification system, subject to applicable legal rights under Qatari law.

Regulatory Compliance

  • In line with Qatar Standards Regulation 363/2018, Guardian Middle East LLC affirms that it is not accepting certification applications or issuing certificates until QS registration is formally granted.
  • Complaints or appeals received in this interim period will be limited to information services or representation activities only.

How to Submit a Complaint or Appeal

All complaints and appeals should be addressed to:
Guardian Middle East LLC
Office No. 121-122 Register 02, Floor No. 1
Regus Business Centre, No. 67
Doha, Qatar