Emirates Safety Laboratory

Do clients have a right to complain against the ESL activity?

Yes, clients have a right to complain, and it should be submitted to ESL in writing (traditional correspondence, fax, or email) within 14 days from the date of occurrence of the circumstances justifying their submission.

What are the minimum requirements to file a complaint?

The complaint must contain at least:

the individuals involved,
the events giving rise to the complaint,
date, time and location,
identification of the complainant and contact details (i.e. name, surname, (company name), mailing address),
attached relevant communication regarding the complaint.

Do ESL informs the client of receiving the complaint?

The fact of receiving a complaint and its registration is confirmed immediately to the complainant.

How long will it take the ESL to inform the clients about the outcome of the complaint?

After examining a complaint, the complainant is informed of the outcome of the complaint in writing within 35 calendar days from its registration. If the decision cannot be made within the aforementioned period, the complainant is informed of the actions taken so far and the approximate timing of the final outcome of the complaint.

Do clients have a right to appeal against the ESL decision?

Appeals should be submitted to ESL in writing (traditional correspondence, fax, or email) within 14 days from the date of receipt of the Certification Decision. If no appeal request is received within this timeframe, the decision becomes final and may not be appealed against.

What are the requirements from the customer end to make an appeal against the ESL decision?

Request for an appeal must clearly state the reason(s) for disagreement with a Certification Decision and needs to be supported by information and evidence. An appeal can only be accepted if it is accompanied by or based on clear and credible information.

Do ESL informs the client of receiving the appeal?

The fact of receiving an appeal and its registration is confirmed immediately to the appellant.

How long will it take the ESL to inform the clients about the outcome of the appeal?

After examining an appeal, if necessary involving Emirates Safety Laboratory Appeal Committee, the appellant is informed of the decision to maintain or revoke the Certification Decision in writing, within 35 calendar days from its registration. If the decision cannot be made within the aforementioned period, the appellant is informed of the actions taken so far and the approximate timing of the final outcome of the appeal.