At ONAC, we are committed to generating a pleasant service experience for our stakeholders through an effective relationship. To use the form below, please take into account the following information:
*If you are a Conformity Assessment Body (CAB) accredited by ONAC or if you are in an accreditation process and have any questions, to ensure a faster and more efficient management of your query, we suggest you send your query to the sectoral coordination corresponding to the scheme in which your body is accredited.
*If you are looking for an accredited CAB, we invite you to consult the Official Directory of Accredited Bodies, where you can make use of different tools that will facilitate your search.
*If your inquiry is related to an issue different from any of the two previous items, please complete the following form and we will respond as soon as possible.
Complaints about ONAC
One of our strategic pillars is exceptional service. Based on this pillar, we seek, through our relationship with our stakeholders, to effectively get them involved and generate value for them. Therefore, we have provided this section, through which you can communicate if you have any dissatisfaction in relation to the provision of services offered by ONAC, by filling out the form below.
We invite you to consult our Complaints Procedure PR-4.4-01 V8 and also the explanatory video of this document:
Complaints against Conformity Assessment Bodies
All accredited bodies must have a complaint management system not only from their clients, but also from any other interested party (clients of their clients, users of the certificates, etc.). This system, which is verified by ONAC in its evaluations, allows them to respond adequately to possible errors, thus favoring the resolution of possible conflicts and contributing to the continuous improvement of the services provided by each body.
Therefore, if you have a complaint about the performance of an accredited body, before contacting ONAC, you should address it directly to the body, requesting that it be dealt with in accordance with its complaint management system.
Until this procedure has been exhausted, ONAC cannot consider that the accredited body has failed to comply with the accreditation requirements, since it would not have been given the opportunity to deal with it and resolve the complaint or to rectify it if necessary. However, if once the complaint has been made, you understand that it has not been handled satisfactorily or its response is not acceptable, you may submit a request to ONAC by filling out the form at the end of this section.
Before filling out the form, we invite you to consult our Complaint Procedure PR-4.4-01 V8 and also the explanatory video of this document below, as well as carefully read the information that you will find by clicking on the tabs above the form:
Accreditation granted by ONAC is a statement in the sense that the accredited body has demonstrated that it complies with the accreditation requirements established in international standards and that it is technically capable of effectively performing the activities included in its scope of accreditation. Accreditation by ONAC in no case implies acceptance, validation or ratification by ONAC of the results issued by an accredited body, nor does it exempt the accredited body from its responsibility in the event of incorrect or unsuitable results.
ONAC has no arbitration or settlement function in relation to technical or any other type of controversies that may arise between accredited organizations and those to whom they provide their services or interested third parties. Its control work is limited, in accordance with the law, to verifying that accredited bodies continue to comply with the requirements on which accreditation was based.
ONAC will investigate complaints it receives regarding the actions of accredited organizations whenever these refer to reports/certificates that include the ONAC Accredited Symbol or reference to such status. Decisions taken by ONAC as a result of such investigations are limited to those established in its procedures and in the law and are always taken on the basis of demonstrated non-compliance with accreditation requirements. It is important to note that ONAC has no ability to modify or cause to be modified the outcome of reports/certificates issued by accredited bodies.
The requirements for the filing and processing of a complaint are:
– That the complaint has been initially filed with the accredited CAB.
– If once the complaint has been made to the entity, the client understands that it has not been properly handled or its response was not acceptable, the complaint filed and the entity’s response must be attached.
– In the event that the complaint is not filed with the supports that demonstrate that it has been filed with the CAB, ONAC shall transfer the complaint to the involved CAB, in order to ensure that the Agency treats the complaint in the first instance according to its procedures.
– ONAC will consider not transferring the complaint to the CAB in cases where, for example, possible fraudulent behavior, falsification of information or deliberate violation of accreditation requirements is evident, or in cases where the complainant is affected or could jeopardize the impartiality of the processing of the complaint.
– The full names and surnames of the applicant (in the case of a natural person), legal representative or proxy (in the case of a company that communicates), with indication of the corresponding identity documents.
– Notification address, contact telephone number and e-mail address.
– Identification of the accredited Organization against which the complaint is made or of ONAC official or area (as the case may be).
– Reasons for the complaint: In case the complaint is related to a report/certificate, a copy of the report/certificate is required to be attached. All information substantiating a complaint should be such that its contents can be verified by sources other than the complainant.
ONAC will only process complaints that comply with all of the aforementioned requirements. In cases where the complaint filed does not comply with the established requirements, the client shall be requested to provide the information required to process the complaint within a period of 3 working days to complete the information and process the request. If after this period, the required information has not been provided, it shall be understood that the complaint has been withdrawn and the processing of the complaint shall be considered concluded.
In cases where the complaint comes from an anonymous person or where the client’s contact information is not available, ONAC will not be able to communicate the acknowledgement of receipt, progress reports and notice of termination, however, it will process the anonymous complaint received in the cases it deems necessary.
Personal data treatment policy
The National Accreditation Body of Colombia -ONAC-, in compliance with legal mandates, establishes this policy in order to guarantee the constitutional rights of all persons to the protection of their personal and family privacy, establishing effective instruments and controls in order to provide adequate treatment to the personal information that ONAC has collected in the course of its activities.