Japan EPD Program by SuMPO

Objection/Complaint/DisputeResolution Rules

Document ID: JR-15-03
Sustainable Management Promotion Organization
Revision history
VersionDatePageDetails

03

April 1, 2022

-Modifications due to changes in the program name.

02

October 1, 2019-

Modifications due to changes in the program operator.

01

April 28, 2017

-Document created. Newly published following integration ofEcoLeaf Program and CFP Program.

JR-15-03(Objectives)
Article 1. These rules specify the processes for handling of objections and complaints filed or any
disputes occurring in relating to activities under the Japan EPD Program by SuMPO (the“Program”) operated and administered by the Sustainable Management Promotion Organization(“SuMPO”).
(Resolving Objections and Complaints)
Article 2. SuMPO classifies objections and complaints filed in writing with specific criticisms into two
main categories: minor issues related to administrative procedures and fees that should be
handled within SuMPO, and issues fundamental to the Program that should be examined either
by the advisory board or the review panel.
(2) SuMPO shall be responsible for all decisions made at each stage in the objection and complaintresolution process.
(3) An overview of the resolution processes for objections and complaints shall be accessible by thegeneral public. The resolution process shall include, at the very least, the following components
and methods:･ Processes for receipt of objections and complaints, confirmation of validity, and investigation;
decision process for appropriate resolution of the objections and complaints by considering theprior similar objections and complaints･ Progress tracking and recording thereof for objections and complaints, including measurestaken for their resolution･ Reliable implementation of appropriate corrections and corrective actions(4) SuMPO shall ensure that the parties involved in the objection resolution process are different
from the parties who conducted the PCR review or verification. Direct negotiations between thegrievant and the organization that has registered and published a declaration are not permitted.
If a complaint is made against an organization that has registered and published a declaration,
the organization shall notify SuMPO immediately with information pertinent to the complaint, andSuMPO shall resolve the complaint following the rules prescribed in these rules.
(5) Refusal by an organization that has registered and published a declaration to express its views on
the complaint without a valid reason may be viewed as admitting the complaint, and may lead tothe revocation of declaration registration or other measures.
(6) SuMPO shall notify the grievant on the receipt of the objection or complaint as well as report its
progress and provide matters that have been decided thus far. The decisions communicated to
the grievant shall be made by parties who had no involvement in the objection or complaint, or, if
performed by a party involved in the objection or complaint, undergo approval by review.
(7) SuMPO shall provide a written response using the Objection/Complaint/Dispute Response Form tothe grievant with the results of its resolution within 60 days from the date that the objection andcomplaint form was received. SuMPO shall also formally notify the grievant of the conclusion of theresolution processes for objections and complaints.
(Transition to Dispute)
Article 3. If the grievant and/or the organization that has registered and published a declaration
disagree(s) with the response in the previous article, the objection or complaint will transition to2

JR-15-03
dispute resolution.
(Dispute Resolution)
Article 4. In the event of a dispute described in the preceding article, SuMPO shall decide whether
the dispute should be referred to the advisory board or the review panel based on the nature ofthe dispute.
(2) The committee to which the dispute is referred according to the preceding paragraph may
establish a dispute resolution panel.
(3) The dispute resolution panel in the preceding party may include additional third parties who are
not involved in the Program.
(4) SuMPO shall provide a written response using the objection/complaint/dispute response form withthe results of its resolution to the grievant within 60 days from the date that the dispute was brought
to SuMPO.
(Post-Dispute Process)Article 5. If corrective or remedial measures are required as a result of the dispute resolution, theparties involved in the Program must take immediate action.
(2) Revision or revocation of registration or publication as a result of the dispute resolution shall be
carried out in accordance with the Declaration Registration and Publication Rules.

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