Scope
This procedure applies to complaints about the quality of APIS services, conduct of APIS personnel, decisions made by APIS in the course of project delivery, certification or assessment outcomes (where APIS acts in a quality role), and outcomes of any APIS internal process. For Whistleblowing on suspected misconduct, see the dedicated Whistleblowing channel.
How to submit a complaint
Use the secure complaints & appeals form below — it captures everything we need and routes directly to our Quality, HSE & Compliance Department. If you prefer, email [email protected] or write to: APIS, Quality, HSE & Compliance Department, Rruga Prishtinë–Lipjan km 10, Livagjë, 10500 Graçanica, Kosovo. Whichever route you choose, please include your name and contact details, the nature of the complaint, the people involved (if known), the relevant project or context, what outcome you are seeking, and any supporting documents.
Acknowledgement
We acknowledge complaints within five working days of receipt.
Investigation and response
Complaints are investigated by personnel independent of the matter complained about, under the Quality, HSE & Compliance Department. We aim to respond substantively within twenty working days. Complex cases may take longer; we will keep you informed of progress.
Resolution and corrective action
Where a complaint is substantiated, APIS will: identify root causes; take corrective action to address the immediate issue; implement preventive measures to avoid recurrence; and where appropriate, provide remedy to the complainant.
Right of appeal
If you are not satisfied with the outcome of your complaint, you have the right to appeal in writing within twenty working days of receiving our response. Appeals are reviewed by senior management not previously involved in the matter.
Escalation outside APIS
If after appeal you remain dissatisfied, you may escalate to: the relevant industry regulator (e.g. ERO for energy regulatory matters in Kosovo), accreditation or certification body, professional association, court of competent jurisdiction. APIS will provide guidance on the appropriate route.
Confidentiality and non-retaliation
Complaints are handled confidentially. APIS does not retaliate against complainants or against people who participate in good faith in a complaint investigation.
Last updated: April 2026 · APIS, Rruga Prishtinë–Lipjan km 10, Livagjë, 10500 Graçanica, Kosovo