How AGSI Handles Complaints

The American Grill Service Institute (AGSI) maintains an administrative process for receiving and reviewing complaints related to AGSI certification and credential use. This process exists to support the integrity, fairness, and credibility of AGSI certification programs.

AGSI’s complaint process is not a legal, regulatory, or safety adjudication process. It is limited to matters within AGSI’s certification authority.

What AGSI Can Review

AGSI may review complaints related to:

  • AGSI-certified technicians

  • Applicants for AGSI certification

  • AGSI-certified or accredited service organizations (where applicable)

  • Misuse or misrepresentation of AGSI certification or logos

  • Alleged violations of AGSI certification requirements or professional conduct

  • Concerns regarding AGSI certification processes or administration

Complaints may be submitted by homeowners, HOAs, property managers, employers, insurers, or members of the public.

What AGSI Cannot Review

AGSI does not investigate, determine, or resolve:

  • Legal liability, negligence, or fault

  • Compliance with laws, codes, or regulations

  • Fire safety determinations

  • Insurance coverage or underwriting decisions

  • Contractual disputes, pricing, or refund issues

  • Customer service or satisfaction matters unrelated to certification requirements

Matters outside AGSI’s certification authority may be closed without investigation or referred back to the appropriate party.

How Complaints Are Handled

When a complaint is submitted:

  1. Receipt & Logging
    All complaints are received and logged by AGSI.

  2. Scope Review
    AGSI determines whether the complaint falls within its certification authority.

  3. Administrative Review
    If within scope, AGSI may review certification records and request information relevant to certification requirements or professional conduct.

  4. Outcome
    Possible outcomes include:

    • No action required

    • Advisory clarification

    • Required corrective action

    • Suspension or revocation of certification

AGSI’s review is administrative in nature and limited to certification matters.

Confidentiality

  • Complaint records are handled confidentially and access is restricted.

  • AGSI does not publicly disclose investigative details or disciplinary outcomes.

  • Complainants may be notified that a complaint has been reviewed and closed, but specific findings may not be shared.

Appeals

Applicants or certificants who are subject to an adverse certification decision may have the right to appeal under AGSI’s appeals procedures.

Appeals are available only to applicants or certificants, not to third-party complainants.

Important Notice

AGSI certification is an independent assessment of professional competence. The complaint process does not determine legal responsibility, regulatory compliance, or safety outcomes. Certified individuals and organizations remain responsible for compliance with manufacturer instructions, applicable laws, and local requirements.

If immediate safety concerns exist, contact emergency services or appropriate authorities.

Submitting a Complaint

Complaints may be submitted through AGSI’s complaint submission form or by email. Instructions are provided on the Complaints & Concerns page.