Compliance & Impartiality Statement

All certification activities are performed in coordination with Amtivo Group (UK) in accordance with:

ISO/IEC 17021-1:2015 — Conformity Assessment Requirements for Bodies Providing Audit and Certification of Management Systems
Principles of impartiality, independence, and competence
UKAS accreditation requirements and the Amtivo Group management system

ACS Certifications (Pvt) Ltd maintains strict impartiality in all activities. Management commits to act impartially, to identify and manage any threats to impartiality on a continuous basis.

Impartiality

Confidentiality

In line with ISO/IEC 17021-1:2015 Clause 8.4, all information obtained or created during the certification process is treated as confidential. ACS Certifications (Pvt) Ltd and all personnel, including contracted auditors, are bound by written confidentiality undertakings. Client information is not disclosed to any third party without prior written consent, except where required by law, by UKAS, or by Amtivo Group (UK) for accreditation oversight purposes, in which case the client will be notified in advance unless prohibited by law.

Publicly Available Information

In accordance with ISO/IEC 17021-1:2015 Clause 8.1, the following information is made publicly available on this website or via Amtivo Group (UK): the scope of accredited certification services, the certification process, rules governing the use of certification marks, and the procedures for handling complaints, appeals, suspensions, withdrawals, and reductions of certification scope.

Certified clients are authorised to use the Amtivo Group certification mark and the UKAS accreditation symbol strictly in accordance with the Amtivo Group Certification Regulations available at www.amtivo.com. The certified management system shall always be described as certified by Amtivo Group (UK). Any misuse of the certification mark, accreditation symbol, or misleading statement about certification scope may result in suspension or withdrawal of the certificate and, where applicable, legal action.

The Amtivo certification mark and UKAS symbol must not be applied to products, product packaging, or any other way that may be interpreted as product certification.

Use of Certification Marks & Logos

Suspension, Withdrawal & Reduction of Certification

In accordance with ISO/IEC 17021-1:2015 Clause 9.6, Amtivo Group (UK) may suspend, withdraw, or reduce the scope of a certificate where:

The client’s certified management system has persistently or seriously failed to meet certification requirements
The client does not allow surveillance or recertification audits to be conducted at the required frequencies
The client has voluntarily requested a suspension
The client has breached the certification agreement, including misuse of the certification mark

A list of suspended and withdrawn certificates is maintained and is available on request to interested parties, in line with UKAS and Amtivo Group requirements.

Customer Feedback

We actively invite feedback to support the continual improvement of our certification services. Feedback may be submitted at any time via the contact channels listed below. All feedback is logged, acknowledged, reviewed by management, and used as an input to management review and continual improvement activities.

Complaints Handling Procedure

A complaint is any expression of grievance with certification services, our personnel, auditors, or with a certified client, relating to certification activities. Our complaints process is as follows:

Submission: complaints may be submitted in writing to info@amtivo-pakistan.org , by post to our registered office, or via the contact form on this website.
Acknowledgement: written acknowledgement is issued within three (3) working days of receipt.
Investigation: a competent person, independent of the subject of the complaint, investigates and gathers all necessary information.
Decision & Response: a formal written response, including any corrective action taken, is issued to the complainant within thirty (30) working days. Where more time is required, the complainant is informed of the delay and revised timeline.
Closure & Learning: the outcome is recorded, reviewed by management, and any systemic improvements identified are implemented across our processes.
Complaints against certified clients are forwarded to the client for response and may trigger a special audit in coordination with Amtivo Group (UK). Unresolved complaints may be escalated to Amtivo Group (UK) at complaints@amtivo.com.

Customer Feedback, Complaints & Appeals

An appeal is a formal request to reconsider any decision made in relation to a client’s certification status (including refusal, suspension, withdrawal, or scope reduction). Appeals are handled as follows:

Appeals must be submitted in writing to info@amtivo-pakistan.org within thirty (30) calendar days of the decision being appealed.
Acknowledgement is issued within three (3) working days.
The appeal is reviewed and decided upon by personnel independent of those who took the original decision. For accredited certification decisions, the appeal is escalated to Amtivo Group (UK) whose decision is final at the certification-body level.
A written decision is communicated to the appellant within forty-five (45) working days.
If the appellant remains dissatisfied, the matter may be escalated to the United Kingdom Accreditation Service (UKAS) at www.ukas.com.
Handling of feedback, complaints, and appeals is confidential, impartial, and free of charge to the complainant or appellant. No complainant or appellant is subject to any discriminatory action.

Contact Us

ACS Certifications (Pvt) Ltd

Plot No. 113, 4th Floor, T Block CCA,

Phase 8, DHA, Lahore, Pakistan

Tel: +92 300 9617101

Email: ejaz@qaicl.com

Customer Feedback: info@amtivo-pakistan.org ,

Complaints: info@amtivo-pakistan.org ,

Appeals: info@amtivo-pakistan.org ,

In association with: Amtivo Group (UK) — https://amtivo.com

Office hours: Monday to Saturday, 09:00 – 17:00 (Pakistan Standard Time)