Complaint Resolution Process

Supporting the integrity, fairness, and credibility of AGSI certification programs.

The American Grill Service Institute (AGSI) maintains an administrative process for receiving and reviewing complaints related to AGSI certification and credential use.

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

What We Can Review

  • AGSI-certified technicians & applicants
  • Misuse of AGSI certification or logos
  • Violations of professional conduct standards
  • Concerns regarding AGSI administration

*Complaints may be submitted by homeowners, HOAs, employers, insurers, or the public.

What We Cannot Review

  • Legal liability, negligence, or fault
  • Compliance with local codes or laws
  • Fire safety determinations
  • Insurance coverage decisions
  • Contractual disputes, pricing, or refunds
  • General customer satisfaction disputes

How Complaints Are Handled

01

Receipt & Logging

All complaints are received and formally logged by AGSI administration.

02

Scope Review

AGSI determines whether the complaint falls strictly within its certification authority.

03

Admin Review

We review records and request information relevant to certification requirements.

04

Determination

A decision is made based on the evidence regarding certification standards.

Possible Outcomes Include:
No Action Required Advisory Clarification Required Corrective Action Suspension or Revocation

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.

Note: 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.

Submit a Complaint

Complaints must be submitted in writing with supporting documentation.

Email Compliance Team