Our Approach to Quality

We prioritise integrity, credibility, and efficiency, earning the trust of stakeholders, customers and the public through impartial assessments and high-quality services.

Download our Quality Policy

FLOCERT´s Quality Policy

In alignment with our mission, vision and values, our quality policy provides a framework to establish FLOCERT´s associated quality objectives. It defines and declares what FLOCERT considers ‘Quality’ and outlines the systems and processes in place to ensure that we meet this definition. It has been developed in compliance with the requirements of ISO 17065 and covers all services provided by FLOCERT.

Our quality policy applies to all FLOCERT employees, freelance auditors, the FLOCERT Supervisory Board and the FLOCERT Impartiality Committee. All employee areas are individually involved in complying with this guideline and are responsible for the quality of their work.

FLOCERT Supervisory Board
The FLOCERT Supervisory Board oversees and appoints the members of the company’s Management Board. It also approves major business decisions …
A person qualified to carry out audits on behalf of a certification body. Learn more about the audits carried out by FLOCERT auditors.
The independent Fairtrade Certification body, offering Fairtrade Certification services to customers in more than 120 countries. FLOCERT GmbH, a …

How we ensure quality excellence

To achieve our mission, FLOCERT has set quality objectives in seven areas:


We do not only carefully select and hire staff based on a core competency model but also ensure that staff competencies are retained, built upon, and enhanced. A dedicated Competence Management team establishes and maintains auditor and operational staff training to allow consistent and reliable delivery of assurance services.


Our certification decisions are based on objective criteria and treat all customers alike. We live impartiality by following strict rules and procedures in our auditing services, which leads to impartial decisions as we triangulate, evaluate, certify, or verify. Read here about our Impartiality Committee.


We make sure that the data our customers share with us is in good hands. Our customers may entrust us with personal data, confidential information, and business secrets for certification purposes. We fully understand our liability and obligation: FLOCERT has developed and implemented data governance and sharing rules and procedures. In case of appeals, allegations, or complaints, feedback is carefully investigated. All information is kept strictly confidential, and all sources are protected.

Certification Decision
A Certification Decision is always made on the basis of a previous evaluation of audit results, or assessment of other compliance status-related …
Formal procedure of confirmation, by which an authorised person or agency assesses and verifies the attributes, quality, qualification, status of …
FLOCERT provides independent and impartial assurance services. This requires the following five components: A three-party relationship – the …


We transparently inform our new customers about any procedures or requirements they need to fulfil and about changes. Any information about the assurance journey of organisations certified or verified by FLOCERT, such as updated procedures, new assurance and compliance measures and further relevant topics, is communicated to all customers in an accessible and proactive way.

FLOCERT's compliance criteria for the Fairtrade Standard – verifiable control points that translate requirements into action points evaluated during the certification process – are always publicly available on our website.

Our Fairtrade Customer Search Tool makes information about Fairtrade-certified customers, including their current certification status, always publicly available on our website.

Fairtrade refers to all or any part of the activities of Fairtrade International eV, FLOCERT, Fairtrade Producer Networks, National Fairtrade …

System calibration

We regularly revise and update processes. Record keeping and system documentation are highly valued and regular practices. Our feedback culture and open systems of complaints, appeals, and allegations enable continuous system and procedure improvement. We have a quality management system in place.

Customer service

We follow customer service principles and have transparent, timely and honest customer communication and information. Our dedicated team is the focal point for customer relations and is trained regularly.


We use data to enrich and complement our audit and certification scheme to sharpen our ability to certify efficiently and competently. We operate dedicated software tools that support our certification work. In addition, we use and analyse transactional data to highlight supply chain trends and help us to identify and mitigate supply chain risks.

Supply chain
Business entities involved in the supply and purchase of materials, goods or services from raw materials to the final product. In contrast to a chain …
An accusation made by a third party against a Fairtrade organisation, claiming it has violated the Fairtrade Standards, FLOCERT policies, or other …
A formal expression of dissatisfaction with the quality of services delivered by FLOCERT. A complaint can be registered by any third party or …
An official request by the customer to revoke or reverse a FLOCERT Certification Decision.
An evidence-gathering process that aims to assess the compliance of an organisation and/or a product with certain standards. There are three types of …