How can I lodge a complaint?
You can lodge a complaint via the MSPO Complaint Portal at: https://emspo.org.my/public/complaints
How do I check the status of my complaint?
You can check your complaint status by logging into the MSPO Complaint Portal (Complainant Login) using the email ID and password provided to you after submitting your complaint.
Will my identity be kept confidential?
Yes. In accordance with Clause 6.12 of the MSPO Complaint Procedure (CP 1/2020), all parties involved must sign a Confidentiality Agreement (Annex 3) before proceeding with the formal complaint process.
Can I submit a complaint in Bahasa Melayu?
Yes. As stated in Clause 6.3.3 of the MSPO Complaint Procedure (CP 1/2020), complaints can be submitted in either English or Bahasa Melayu.
Can I submit a complaint without using the MSPO Complaint Portal?
No. According to Clause 6.1 of the MSPO Complaint Procedure (CP 1/2020), all complaints must be submitted through the MSPO Complaint Form (Annex 1) available in the MSPO Traceability Platform: https://emspo.org.my/public/complaints
This ensures proper data capture, tracking, and reporting. For marginalised complainants who cannot access the platform, assistance may be provided by MSPO staff upon request.
What happens if my complaint is incomplete?
As per Clause 6.4.1 of the MSPO Complaint Procedure (CP 1/2020):
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MSPO will request additional information to assess whether the complaint is valid.
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If the complainant does not respond within 20 working days, MSPO reserves the right to consider the complaint withdrawn and will close the case.
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How long does it take to investigate and decide on a complaint?
The same procedure for incomplete complaints applies. MSPO will:
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Request supporting information if needed.
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Close the complaint if no response is received within 20 working days.
(Note: Timeline for complete complaint resolution may vary depending on the complexity of the case.)
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What types of complaints are accepted?
According to Clause 2.1 of the MSPO Complaint Procedure (CP 1/2020), stakeholders may submit complaints relating to the following:
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Clause 2.1.1 – Management of the MSPO Certification Scheme, especially breaches of MSPO Standards or Certification System documents.
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Clause 2.1.2 – Execution of MSPO’s other functions (except those specifically excluded in Clause 2.4).
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Clause 2.1.3 – Conduct of any MSPO employee in handling complaints or performing the above duties.
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