CFP Communication Program

Rules on appeals, complaints,and dispute resolution

Revised on July 2, 2012
Document ID: R-15-02

Japan Environmental Management Association for Industry

R-15-02<Purpose>
Article 1
This document prescribes the rules for handling of appeals and complaints filed, and disputes
occurred, relating to activities under the CFP Communication Program (hereinafter called "theCFP Program") operated and managed by JEMAI (Japan Environmental Management
Association for Industry).
<Resolution of appeals and complaints>
Article 2(1) JEMAI classifies appeals and complaints filed by document into two main categories: cases ofminor issues related to office procedures and of issues related to fees which should behandled by the secretariat (in JEMAI); and cases of fundamental issues of the CFP Program
which should be examined either by the advisory board, the review panel, or the review panel
on emission factor.
(2) JEMAI shall be responsible for all decisions made at each stage, for resolution process ofappeals/complaints.
(3) Overview of the resolution processes of appeals/complaints shall be accessible by thegeneral public. These resolution processes shall include at least the following components
and methods:- Receipt of appeal/complaint, process of checking and examining the validity of the received
appeal/complaint, and process of determining action to be taken against the current appeal/
complaint by considering the similar cases in the past.
- Tracing back of progress and its records related to appeals/complains including actions
taken to resolve them.
- Ensuring that appropriate amendments and corrective actions are performed.
(4) JEMAI shall ensure that the parties involved in the resolution process of appeals are different
from the parties other than those who conducted the CFP-PCR review or the CFP verification.
It is not permitted that direct negotiation between the party who filed a complaint and thebusiness that has registered/released the CFP declaration. If any complaint is made against abusiness that has registered/released its CFP declaration, such business shall notify JEMAIof the information related to the complaint without delay, and JEMAI shall resolve it byfollowing the rules prescribed herein.
(5) If a business that registered its CFP mark to be released denies expressions of its opinion tothe complaint without any justifiable reason, the complaint could be granted as correct andany actions could be taken such as revoking of the CFP mark registration.
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R-15-02(6) JEMAI shall notify the receipt of the appeal or complaint to the party who filed anappeal/complaint, report its progress, and provide matters that have been decided so far. The
decisions to be communicated to the appealing/complaining party shall be made, reviewed, orapproved by the parties who were not involved in the subject matter of the appeal/complaint.
(7) JEMAI shall make a reply to the appealing/complaining party for the resolution result
described in a written reply for the appeals/complaints, no later than 60 days from the date ofreceipt of the appeal/complaint. JEMAI shall also formally notice the appealing/complaining
party of the completion of the resolution process for its appeal/complaint.
<Moving from appeal/complaint phase to dispute phase>
Article 3
If an appealing/complaining party and/or a business that registered/released CFP declaration
disagree with the JEMAI’s reply described in (7) of Article 2, it will be moved to dispute phase forresolution.
<Responding to disputes>
Article 4(1) If a dispute is occurred as described in Article 3, JEMAI shall decide that the dispute should
be referred to either of advisory board, the review panel, or the review panel on emission
factor, according to the contents of the dispute.
(2) The committee to which the dispute is referred as described in (1) of Article 4 can establish
the panel for resolving the dispute.
(3) The panel for resolving the dispute described in (2) of Article 4 can include a third party who is
not involved in the CFP Program.
(4) JEMAI shall make a reply to the applicable party for the resolution result in a written reply ofthe dispute, no later than 60 days from the date on which such dispute was occurred.
<Action after resolution of disputes>
Article 5(1) In the case that any action is required such as correction or improvement after the resolution
process of the dispute, applicable relevant parties involved in this CFP Program shallpromptly take such action.
(2) If any revision of the contents of registered/released information or a revocation of registrationis required based on the resolution result of the dispute, the revision or the revocation shall be
conducted in accordance with the "Rules on registration and release of CFP declaration."2

R-15-02
Supplementary provisionThis document shall come into effect on July 2, 2012.

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