Firstly, ISO 9000 is not a product certification or guarantee. ISO 9000 certification covers the quality management system which the company concerned has in place to control its operating procedures.

Secondly, ISO is responsible for the development and maintenance of the ISO 9000 standards, but it does not audit companies to verify that they are implementing ISO 9000 standards in conformity with the requirements and it does not issue ISO 9000 certificates. This is done independently of ISO by the more than 800 certification bodies in operation around the world.

However, the purpose of the ISO 9000 standards is to enable companies to supply products and services that meet their customers’ requirements. If you feel that your requirements have not been met, and that the company is not responsive to your complaints, then we suggest that you contact the certification body which issued the ISO 9000 certificate to the company. (If the company concerned says it has an ISO 9000 certificate, then it should have no objection to giving you the name of the registration body which issued that certificate.) The latter will examine the complaint and decide on appropriate measures, including possible withdrawal of the certificate.

You can also, if it becomes necessary, contact the national accreditation body which approved the certification body as competent to carry out ISO 9000 certification. The ISO member in your country can provide you with contact information for the national accreditation body or bodies in your country.

The list of accreditation bodies with their contact information and links to their Web sites can be found on the Internet site of the International Accreditation Forum (www.iaf.nu), under "Members" > "Accreditation members".

In addition, you might also consult the ISO member in your country on the subject.