AGMT Certification Program –Appeals and Complaints Process
APPEALS
Any AGMT Applicant, Candidate, or Certified Technician denied Certification (or Recertification) may
appeal that decision, including any reason(s) for denial.
To make an Appeal please email or write to the AGMT Program Administrator. Please include thefollowing information:• Contact information – name, phone number, email address, physical address.
• Reasons(s) for the Appeal• Any supporting documentation
AMS Inc. as the Certification Body for the AGMT Certification Program is the final decision maker oncertification.
COMPLAINTS
Any AGMT Applicant, Candidate, Certified Technician, or member of the public may file a complaint.
Complaints are expressions of dissatisfaction other than an appeal. Complaints can be made regarding
AMS Inc., its management system, or its certification activities that it is responsible for (i.e. customer
service, policies, procedures). Complaints can also be made about Certified Persons, or a person that isclaiming to be certified (i.e. performance, code of ethics violation, false claims of certification status).
To file a Complaint please email or write to the AGMT Program Administrator. Please include thefollowing information:• Contact information – name, phone number, email address, physical address• Details of the complaint, and situation surrounding the complaint• Any supporting documentation
All Appeals and Complaints are handled in a timely fashion, tracked, the complainant or appellant is
notified of receipt and provided status updates until a resolution and final decision is reached. Below is
the mailing address, email address, and phone number for AMS Inc to which all appeals and complaints
should be directed.
AMS Inc.,
ATTN: AGMT Staff
PO BOX 730
Sackets Harbor NY, 13685
staff@agmtprogram.com or (315)646-2234
For additional details around AMS’s complaint and appeal process the follow excerpt is provided from theProgram Administrator’s Complaint & Appeals Process (from AD-07 Quality Manual, Section 13)13.0 Appeals and Complaints
Complaints and appeals regarding AMS, its management system, or its certification activities that it is
responsible for following the below procedure. Complaints and appeals that require the program sponsor
to address are directed to the program sponsor.
Specific requirements regarding appeals and complaints, if outlined under a specific program operated by
AMS may override the below procedure. Appeals are formal, written contests where certification
status is concerned, or where there is disagreement of AMS/Program Policy and/or Procedure.
Resolution may be accomplished via third-party ruling, as necessary. Complaints are expressions of
dissatisfaction other than an appeal and generally are about how AMS functions (i.e. customer service,policies, procedures).
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Complaints must be in writing to be logged.
13.1 Complaints and Appeals are tracked.
13.2 Complaints and Appeals received by AMS are formally recorded as an Action Item for
tracking and resolution purposes.
13.3 If necessary, and as determined by the Quality Manager, an AD-11 form may be attached to thecorresponding Action Item, and the Quality Manager or designee is notified.
13.4 The Quality Manager or designee notifies the complainant or appellant of receipt ofcomplaint or appeal. They also notify them of the process being followed.
13.5 The complaint or appeal is assigned to a person or persons responsible for gathering all informationnecessary to resolve the issue. The decision resolving the complaint or appeal is made by, or reviewed
and approved by, person(s) not involved in the certification activities related to the complaint orappeal, taking into account the results of previous similar appeals.
13.6 Once a resolution has been decided then AMS notifies all parties involved of the outcome. If, after
notification AMS needs to take subsequent action to resolve, it will. If an AD-11 form was used, theresolution is recorded in it. Otherwise, the Resolution field in the Action Item will be used.
13.7 All complaints and appeals are completed in a timely fashion and once completed they are marked assuch.

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