Complaints

NSF International Strategic Registrations (NSF) shall investigate complaints related to the following: registered companies, misuse of a mark by a registered company, or use/misuse of a mark by a non-registered company. Complaints are classified as formal or informal.

When filing a formal complaint, a Request for Investigation (RFI) provided by NSF must be completed and signed by the complaining party. The complaints will be sent directly to the technical specialist. NSF shall acknowledge receipt of an RFI, promptly investigate and validate the complaint, and take appropriate action. NSF shall ensure that appropriate correction and corrective action are taken. NSF shall advise the subject of the complaint of the allegation, at the appropriate time. NSF shall confirm to the complainant that the allegation has, or has not, been verified as correct. The decision shall be communicated to the complainant shall be made by, or reviewed and approved by, individual(s) not involved in the subject of the complaint. The technical specialist, in the customer feedback management system, shall track all complaints. NSF shall determine, together with the client and the complainant, if and when the subject of the complaint and the resolution shall be made public.

For a formal complaint from another registered or non-registered company, signing the RFI constitutes agreement by the complaining party to bear the costs of the investigation if the complaint is not verified. If the complaint is verified, the subject of the complaint shall be responsible for all costs of the investigation. Regulatory authorities are exempt from bearing any costs relative to an investigation. NSF shall not identify the complainant except as required by law.

If the complainant does not submit a signed RFI, the complaint shall be considered informal. NSF shall investigate informal complaints on or before the next regular facility audit, but has no obligation to acknowledge the informal complaint, identify the complaining party, or to notify the complaining party of the results of any investigation that may be conducted. Any complaint received via email or Internet will be classified as informal.