Appeals & Complaints
Disputing the Validity of an Individual Nonconformity
If a client wishes to dispute the validity of an individual nonconformity before API makes a certification decision, the client should dispute the nonconformity when submitting their corrective actions using the API's myCerts website. The client should provide an explanation of why the nonconformity is not valid along with evidence to support their conformance to the applicable requirement(s).
Appealing Licensing & Certification Decisions
Appeals concerning API licensing and certification decisions must be signed and submitted in writing to:
Director, Monogram Program/APIQRAmerican Petroleum Institute
200 Massachusetts Avenue NW
Suite 1100
Washington, DC 20001-5571
USA
Additionally, appeals shall be attached and sent to API using the API Monogram/APIQR Contact Form.
All appeals must be submitted within 30 days of the certification decision date and include all the following:
- An explanation of the issue in dispute
- The specific reason why the client believes the decision was in error, with evidence to support the client's claim
- The specific outcome the client is seeking
Clients should provide specific factual evidence to support their appeal. This evidence should indicate why API’s decision was in error or otherwise went against the intent of the API specifications and standards and/or the other program requirements.
Providing a root cause and reasons why an organization’s Quality Management System was not maintained and /or why the client’s organization failed to meet program requirements is not grounds for an appeal.
Clients must pay a $1000 US Dollar filing fee. Clients will be invoiced for this amount when the appeals letter is received. The fee is non-refundable unless API reverses its original determination or decision as a result of the appeal review process.
Following its procedure for appeals, for those appeals which API determines to merit independent review, API will convene an independent Appeals Board to review the appeal and give all parties involved the opportunity to be heard. The decision of the Appeals Board will be communicated in writing to API and to the appellant.
Appealing an Auditor Assignment
Facilities that wish to appeal an auditor assignment must complete the Auditor Assignment Appeal form and submit it to API using the API Monogram/APIQR Contact Form. Clients should provide specific evidence demonstrating a conflict of interest or unethical behavior. Once the appeal is received, API management will investigate the claims and make a final determination. If the appeal is granted, API will assign a replacement auditor to conduct the audit.
Customer Feedback /Complaints
API appreciates customer feedback, including complaints. We consider complaints as one way to improve our processes. Complaints against API or its clients may be transmitted using the API Monogram/APIQR Contact Form, or to any API employee by letter, email, fax, phone or in person. API personnel will attempt to resolve the issue upon receipt. If the complaint requires further investigation, API will initiate its corrective action process to address the complaint.
Nonconformance Reporting (NCR)
When purchasers and users find API licensed or certified suppliers not in conformity with the applicable product or management system standards, API wants to know. The Nonconformance Reporting website is designed to allow purchasers to report; 1) suppliers of nonconforming product and services; and / or 2) suppliers that are failing to meet quality management system or other program requirements.
