At SABS, impartiality is the cornerstone of our certification and regulatory processes. We ensure that every assessment is conducted with integrity, free from external influence, and aligned with global best practices. For a detailed overview of our impartiality principles, download our Policy Statement on Impartiality.

At SABS, we take all complaints and appeals seriously, ensuring they are handled with fairness, transparency, and impartiality. Our structured process allows stakeholders to raise concerns regarding certification decisions or any aspect of our services. Every submission is reviewed thoroughly, investigated appropriately, and responded to within a clear and defined timeframe.

For a detailed overview of our complaint resolution and appeals process, download our Customer complaints and appeals and our Customer complaints handling procedure.

We have a structured process to receive, evaluate, investigate, and resolve concerns from customers, organizations, and the public: View our Management System Manual for SABS Commercial SOC Ltd.

If the client fails to resolve the issue that resulted in the suspension within the six months, the certificate shall be cancelled (withdrawn). For cancellation withdrawal/termination conditions, refer to the signed agreement (21SF 004).

The responsibilities for putting clients under suspension, cancellations and or scope reduction shall be structured as follows:

1. When suspension conditions are identified, the Auditor/Team Leader informs the client of the recommendation to put the certificate under suspension. The Team leader informs the Sector Supervisor about the recommendation to suspend the client. The Auditor is given maximum 10 days to compile the suspension pack and submit to the Technical Reviewer for review and the pack to the Approvals Board.
2. The sector supervisor can also make recommendations, subject to the stated rules and conditions (e.g. advice from credit management that there is fees outstanding), however the client must be notified in writing (email or letter) before submitting pack to the AB for decision making.
3. The submission to AB for suspension shall be as per the decision making checklist and includes the IRQ raised.
4. The AB Decision maker is given maximum 5 days to attend to the submitted pack. Once the pack has been approved (confirming & ensuring that SABS will not be at risk of litigation, etc.), a letter for suspension (CrtF 909) signed by the Manager Accreditation shall be sent to the organization by the Sector Supervisor with the conditions for suspension within 3 days after AB approval. Monitoring and tracking of client's acknowledgement of the suspension will be done through CrtF710.
5. The Auditor and the sector supervisor shall manage the suspension until a logical conclusion can be reached, e.g., to conduct a reinstatement audit, or initiate the withdrawal / cancellation of registration.
6. For Occupational Health and Safety clients, serious accident or breach of regulation shall provide grounds for suspension or withdrawal of the client certification.
7. An audit shall be conducted to reinstate the company. The report must clearly indicate that the original reasons for the suspension have been adequately addressed.
8. The result of the re-audit, along with the audit recommendations shall be submitted for approval. (Additional costs incurred during such a re-audit shall be for the organization's account).

Suspension letter must be sent to client indicating the following:

1. Suspension reason.
2. Suspension period.
3. Not claim Certification in respect of the Relevant Scheme in any material whatsoever, including, marketing, sales, or procurement documents, e.g., tenders.
4. Not display the Certificate of Registration or fly the Certification flag on its premises.
5. Not mislead its customers or the consumer/public in any way whatsoever, regarding its Certification status.
6. SABS Commercial shall, upon request from any third party, correctly state the status of Certification of the Organization's MS.
7. Should the above provisions not be complied with, such an action shall be regarded as a material breach of this Agreement and SABS Commercial shall be entitled to take steps it deems necessary against the Organization as provided for in law.

SABS shall restore the suspended certification if the issue that has resulted in the suspension has been resolved. Failure to resolve the issues that have resulted in the suspension in 6 months shall result in withdrawal or reduction of the scope of certification.

Should a company request a voluntary suspension; the Auditor shall review the company's file to ascertain the last audit date. The suspension period may not exceed 6 months from the date of suspension communication. The reinstatement audit must be conducted prior to the expiry of the suspension. Postponement of audit by client for longer than 3 months shall result in a suspension.

If the organization is suspended due to an overall system deficiency, the auditor shall clearly inform the company's management of the reasons for the recommendation for suspension and steps 11.4 (a)-(c) shall be followed. In making this decision SABS Commercial shall take cognisance of the Organization’s history on corrective and preventive actions requested.

The suspension period may not exceed 6 months from the date of suspension communication. Exception: Should a non-conformance raised be of such a nature as to require a longer period for the corrective actions to be implemented, e.g., a legal finding for ISO 14001 or ISO 45001, a concession can be requested by the Team Leader and the Manager: Systems/Product Certification.

This concession must be approved by both the Manager: Systems/Product Certification and Accreditation Manager before the 6 months has been exceeded. For suspension conditions refer to the signed agreement (21SF 004).

For FSSC clients, certificates may be suspended or withdrawn by the Foundation or by the CB upon instruction by the Foundation, as a result of CB noncompliance to Scheme requirements or termination of a CB license with the Foundation.