Comments and Suggestions

Dear our clients and partners!

OS always promoting organizational and personal learning and development. We are willing to provide our customers with good level of service and fair. That is why we constantly open to comments advices and suggestions.

Please send us message if you have a such!

Thank you for you kind commitment to our work!

If you have a complaint, we really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve our service. We want to deal with your concerns as quickly as possible, so we've set up a three-step procedure to resolve your complaints.


What is complaint in our eyes?
Complaint is an objection or expression displeasure to the policies, procedures or performance related to OS activity. A complaint may also be an objection to the performance or activities of a personal behavior of OS staff.

Our objective

  • To ensure you that clear mechanism exist
  • Guarantee you that your Complaint will be taken seriously and in transparent way assist in providing your confidence that any comments will be responded to in a timely manner

3 Steps of proceeding

If you'd like to inform us of any your dissatisfaction which is under “complaint definition” you may address in any form is most convenient to you. This will help us to understand what exactly your complaint is about. You can make a call and speak to the appropriate member of staff or fill in our complaint form.

Step 1
Get touch with us

If you choose to contact us by phone please have the details of your complaint available. Once we receive your complaint via phone it immediately will be recorded and you will be provided with a unique reference number that identifies you and your complaint.

If you choose to fill in the complaint form please submit it to our office in any appropriate manner:

  • via e-mail: •This e-mail address is being protected from spambots. You need JavaScript enabled to view it•
  • by fax: +38(044)2006215
  • by post to address: 51B Bohdana Khmelnitskoho str., Kyiv 01030, Ukraine


Step 2
How will your complaint be handled?

Our policy is to respond to all enquiries promptly and courteously. We treat all complaints seriously and aim to reply to them within 14 working days. If we cannot do that, we will keep you informed of the progress we are making with your complaint. If we have decided that your complaint is justified we will apologize and explain how we intend to put the situation right. We record all complaints so that we may learn from them. If we cannot resolve your complaint we will inform you of any steps you can take if you want it investigated further. Please note that we will not respond to rude or abusive letters, emails or telephone calls.

Step 3
If you are not satisfied with our action

You have 14 calendar days to come back to us with your response. If we do not hear from you after this time we will assume you are content with how the matter has been resolved. If you do contact us within 14 calendar days your case can be re-opened using your original reference number and reviewed considering your recurring response on the high management level.

Management of Appeals

An appeal is a formal address to the certification body for the purpose of appealing the certification decision or requesting a review.

In case the operator does not agree with the certification decision, he may submit a written request for reconsideration to the Organic standard Ltd. The operator will be informed by the responsible person of the Organic Standard about the acceptance of the appeal. If the operator can provide facts that make the certification decisions clear, they will be reviewed.

If the operator does not agree with the outcome of the review, he may appeal in writing. The case will be referred to the Appeal Committee, which will include qualified specialists in the relevant field. The operator will be notified of the Committee's decision as soon as possible.

Key Elements in resolving a Complaint or Appeal:

  • There is a guarantee of timeliness, confidentiality and objectivity when an issue is raised
  • All parties have the right to have any complaint addressed
  • Any complaint can be addressed by either the formal or informal options under this procedure
  • The principles of natural justice will be given to both the person making the complaint and the person or persons who are subject of the complaint.
  • The procedures for investigation and record keeping are clear
  • No person making a complaint will be victimized or disadvantaged for making a complaint.

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