The Marine Stewardship Council welcomes your feedback as it helps us improve our program. This page provides details of how you can submit feedback or a complaint depending on the topic. Find out more below.
What is your complaint or feedback about?
An MSC certificate holder
If you believe an MSC certificate holder is not complying with the MSC’s requirements, please contact the CAB who assessed that fishery or supply chain company.
- For an MSC certified fishery, you can find the CAB's contact details by searching for the fishery of interest on the MSC Track a Fishery website.
- For businesses certified to the MSC Chain of Custody Standard, you can find the CAB’s contact details via the MSC’s Find a Supplier directory.
CABs are required to maintain a complaints process. If you are dissatisfied with how your complaint has been handled, you can escalate your complaint to Assurance Services International (ASI), the independent body which oversees CAB activities. This may lead to ASI investigating reported incidences of non-compliance.
Incidents can also be directly reported to ASI anonymously and can relate to any activity or concern that threatens the credibility of the MSC program or ASI.
All complaints received by CABs or ASI may be shared with the MSC while respecting any requests for anonymity.
Conduct of a Conformity Assessment Body (CAB)
If you are concerned about the conduct of a CAB, you should initially complain directly to the CAB. Concerns may relate, for example, to CAB impartiality or CAB adherence to MSC requirements outside of an Assessment.
To find a CAB's contact details you can:
- Find the CAB via the fishery name on the MSC Track a Fishery website
- Use the Find a CAB search on the Assurance Services International (ASI) website
Incidents can also be directly reported to ASI anonymously and can relate to any activity or concern that threatens the credibility of the MSC program or ASI.
All complaints received by CABs or ASI may be shared with the MSC while respecting any requests for anonymity.
Objection to a fishery assessment outcome
If you have concerns about a fishery in assessment against the MSC Fisheries Standard, we encourage you to register as a stakeholder and participate in the assessment process.
You will be able to submit information to the conformity assessment body (CAB) and will have an opportunity to object to the outcome of the assessment if necessary.
Conduct of the MSC
The MSC Complaints Procedure and the MSC Notice of Complaint Form can be found below.
You can use the MSC Complaints Procedure for complaints about:
- The development, review, and revision of our Standards and our assurance system.
- The conduct of any MSC employee.
Please note that the MSC does not conduct assessments or award certifications. If you believe an MSC certificate holder or a fishery seeking certification is engaged in unsustainable fishing, or are concerned about the conduct of an assessor, please contact the relevant certification body (see above).
How the MSC will handle your complaint
- Review: We will review your submitted complaint to ensure it can be resolved through the MSC Complaints Procedure. We will also check it includes all the necessary information for us to proceed with investigating the complaint. If your complaint is rejected, we will explain why and recommend how the issue can be best be addressed.
- Investigation: We will aim to investigate and make a final decision on the complaint within 90 calendar days from the date of submission. You will also have the opportunity to comment on the factual correctness of the draft investigator's report before a final decision is reached.
- Decision and action plan: The final decision on the complaint will be made by the MSC Executive Committee or the Chairman of the MSC Board of Trustees, depending on the nature of the complaint. You will be informed promptly of the decision, which could involve the MSC implementing improvements or corrective actions.
- Publication of complaint summary: If the complaint relates specifically to the MSC’s standard-setting process or its assurance system, we will publish a summary of the investigation and decision on the MSC website. Any confidential or personal information will be excluded from this summary.
Please send any questions about the MSC complaint process to [email protected].
Feedback on the MSC Standards and assurance system
We regularly review the MSC Standards, assurance system and other aspects of our program to ensure they remain relevant and reflect global best practice.Input from our stakeholders is critical to developing and improving our program and we encourage interested parties to take part in consultation opportunities.
If you would like to raise an issue with our Standards outside of a formal review cycle, we encourage you to email [email protected].
All issues will be reviewed by the MSC and taken forward into the next review, where appropriate.
Find out more about how we develop our Standards and how you can participate.
Misuse of the MSC label
If you know of a case where the MSC name or label is being misused, please use the Report ecolabel misuse form
Quality of an MSC labelled product
If you have a complaint about the quality of an MSC labelled fish or seafood product, please contact the brand, retailer, or supplier of that product.
| Description: | This document is to be used for submitting complaints about the MSC program. |
|---|---|
| Language: | English |
| Version: | 2.00 |
| Date of issue: | 02 October 2020 |
| Date effective: | 02 October 2020 |
DOCX - 1 MB
| Description: | This document details the process for submitting complaints about the MSC program. |
|---|---|
| Language: | English |
| Version: | 4.00 |
| Date of issue: | 02 October 2020 |
| Date effective: | 02 October 2020 |
PDF - 1 MB
If you are not sure of the best way to give your feedback or complaint, please email the Quality and Assurance Team via [email protected]
Have a question that’s not a complaint?
For any other queries, comments or suggestions, please see our contact us page
