Handling persistent and vexatious complaints in the FSC system

Interpretation published to clarify the process and procedural steps for handling persistent and vexatious complaints. 

FSC published an interpretation to clarify the process and procedural steps for handling persistent and vexatious complaints. The interpretation is applicable to all entities handling complaints in FSC system, namely FSC, certification bodies and certificate holders (both forest management and chain of custody). Procedural steps outlined in the interpretation only applies to the entities that choose to develop procedures to handle persistent and vexatious complaints.  

The aim of the interpretation is to prevent the abuse of the complaint management system and to ensure the continued functioning of the operations and complaints processes as well as the health and well-being of staff handing the complaints.  

The interpretation is published on the FSC Document Centre with the following codes: 

1. With reference to FSC procedures on handling complaints INT-PRO-01-008_01 

2. With reference to certification bodies requirements INT-STD-20-001_46 

3. With reference to chain of custody certification requirements INT-STD-40-004_66 

4. With reference to forest management* certification requirements INT-STD-60-004_04 

*Interpretation for the forest management will be updated to the FSC Document Centre at the latest by 15 December 2023.  

For questions and comments please contact us at systemdevelopment@fsc.org.