Complaints & Appeals

ISO/IEC 17065 Product Certification Body 9263

We Encourage Comments & Feedback

It is imperative to Gaming Associates that impartial and transparent assessment and certification services are provided to each client.

We highly appreciate and encourage comments and feedback from concerned parties on the performance of applicants and certification bodies in order to improve services. We vow to address all inquires including suggestions, complaints, appeals and misuse of accreditation status or scheme owner logos with equity, in an appropriate and timely manner.

Complaints

Expressions of grievance or dissatisfaction with a certification, service or performance of Gaming Associates or staff that require a response is managed as a complaint.

Upon receipt of a complaint, Gaming associates acknowledges the complaint within 5 days of receipt, and immediately initiates an internal complaint management process to investigate, analyse and assess the complaint.

All complaints responses are made by the Compliance Manager within 30 days of receipt of the complaint. Complaints about compliance or certification decisions are handled as appeals, while all other issues involving complaints are handled as business disputes.

Appeals

An appeal is a request for Gaming Associates to reconsider a certification decision, the customer can contest the findings by making an appeal in writing , address to the Compliance Manager.

All appeals will be dealt as complaint and upon receipt of a complaint, acknowledgement will be provided within 5 days of receipt. Immediately an internal review if the facts related to the appeal will be conducted, following a thorough assessment of the appeal and related facts, Senior Management will make a determination of compliance or conformity within the submission and respond within 30 days of receipt. The Appeals Committee ensures independence and impartiality of the appeal process.

Feedback

We welcome your feedback on our performance as a certification body and in relation to your certification assessment and/or surveillance.
The information is assessed and utilised as part of our continuous improvement process.

Misuse of Marks & Logos

Gaming Assocaites shall not refuse use of the mark and logo to any entity except in cases where there is a failure to meet any of the requirements or their use undermines the reputation and value of the mark and logo.

Incorrect references to the certification scheme, or misleading use of licenses, certificates, marks, or any other mechanism for indicating a product is certified, found in documentation or other publicity, is dealt with by suitable action. Such actions are addressed and can include corrective actions, withdrawal of certificate, publication of the transgression and, if necessary, legal action.

Application for Appeals & Complaints

Please use the Contact Us form to lodge a complaint or appeal a decision by the certification body. All complaint or appeals must be in writing and directed to the Certification Manager.

You may also send your complaint and appeal in writing at info@gamingassociates.org

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Let us worry about your compliance needs

Game Certificate	Integration Testing	RTP Testing	RNG Testing
Proxy Gaming	Live Gaming	Sports Betting System	E-Sports
Remote Gaming Server	Vault/Safe Evaluation	Source Code Review	Geolocation
Transfer of Approval	Change Management	ISMS Audit	Social Gaming

ISO/IEC 27001	ISO/IEC 42001	PCI ASV	PCI DSS Compliance
Penetration Testing	Vulnerability Scanning	WLA Assessments	Threat Intelligence

Independent Testing	Regulatory Services	Compliance Audits	Gap Assessments
Requirement Development	Licensee Compliance Assessments	Industry Standards Guidance	Training & Professional Development

Product Certification	Certification Process	Use of Certification Mark
Certification Withdrawal	Complaints & Appeals	Impartiality Statement
Denmark	Greece	Sweden