Feedback Forms

NFRC IA Services Program 

Keystone accepts complaints of Certified Product Non-Conformity as part of our certification policy. The relevant excerpt from the program policy POL B2-01:

• Any interested party has the right to challenge the accuracy of a product in the CPD, the rating on an NFRC label, a test or simulation report used in certification  authorization, a product authorized by an IA or any promotional material or advertising relating to a fenestration product as set forth in the NFRC 714 .

• Keystone shall follow the procedures set forth in the NFRC 700 document regarding Administrative Requests in Section 9.4 and the Challenge Procedures in NFRC 714.

• Challenges shall be delivered to Keystone through a Statement of Challenge. The Statement of Challenge shall be delivered, in duplicate, by certified mail, return receipt requested, or other method that provides evidence of and a receipt for delivery.

The Statement of Challenge shall include:

A simple but complete statement of what is being challenged

A signed affidavit by the challenger the claim has been reasonably researched, is well founded and is not being submitted for improper intentions.

A check for $1000 that will be held in an escrow account for payment of costs

• No later than 4 business days after receipt of a Statement of Challenge, Keystone will deliver to NFRC a copy of the challenge by certified mail, return receipt requested, or other method which provides evidence of and a receipt for delivery.

• Keystone will investigate the challenge and render a decision as to the product rating or certification authorization within 30 business days of receipt of the Statement of Challenge.

• The challenge decision will be sent to the originator and NFRC within 10 business days after rendering the decision. Keystone will notify both parties and NFRC via email or fax of the decision on the day it is rendered.

• In the event the rating or authorization is not accurate, Keystone will issue a written, dated notification to the manufacturer suspending the product certification authorization with respect to the product subject to the challenge.

• Any costs incurred for a successful challenge shall be borne by the manufacturer.

• In the event the rating or authorization is accurate, any costs will be subtracted from the $1000 deposit submitted with the Statement of Challenge with any remaining funds being returned to the originator.

• Any party to a challenge as the right to appeal the Challenge Decision. The appeal is made to NFRC per the procedures set forth in the NFRC 714.

• Keystone shall participate in the investigation of potential violations as set forth in the NFRC 714 Compliance and Monitoring Program

Please acknowledge the program policy and continue by clicking "Next Page".

Fenestration Certification Program (Structural / Impact / HUD / Thermal)

Complaints

Keystone accepts complaints of Certified Product Non-Conformity as part of our certification policy. The relevant excerpts from the program policy POL B1-01:

Any interested party may submit a complaint of product non-compliance as described in PRO B-10, Complaint of Certified Product Non-Conformity (available upon request). The complaint shall include substantially documented detail to allow KCI to make a determination as to the validity of the complaint.

The complaint shall include the name of the affected licensee, the affected licensed manufacturing location(s), and description of the insulating glass products authorized for certification in question, and the nature of the alleged non-compliance.

The complainant shall submit a deposit in the amount of $2000.00 US dollars to be held on account to be used to cover expenses incidental to the non-compliance investigation in the event the claim is NOT substantiated.

KCI shall act to resolve all complaints of product non-compliance and notify the complainant and the affected licensee of their findings in writing within 30 days of receipt of complaint.

If a complaint is substantiated the affected manufacturer shall be responsible to take any action required to bring the product into compliance and reimburse KCI for expenses incidental to the determination of non-compliance. If a complaint is substantiated the complainant’s deposit shall be refunded. If a complaint is not substantiated, the complainant’s deposit shall be used to reimburse KCI for the expenses incidental to that determination, any unused portion of the deposit shall be refunded to the complainant.

Appeals

The licensee may appeal any decision on product certification or complaint of non-compliance to the Fenestration Certification Program Certification Policy Committee (CPC). Such appeals shall be submitted in writing to: [email protected] OR via mail at

Attn: Certification Policy Committee Keystone Certifications, Inc. 145 Limekiln Road, Suite 100B New Cumberland, Pennsylvania 17070

Appeal submittals shall include:

A description of the nature of the appeal.

The products and plant locations involved.

Copies of all KCI documents relating to or leading up to the issue in question.

The Certification Policy Committee shall convene to act upon all appeals within 30 days of receipt of the submittal by KCI.

A document indicating the majority decision of the Certification Policy Committee with regard to the appeal shall be forwarded to the licensee within 15 days of the decision.

All decisions by the CPC on appeals shall be considered and corrective actions required as a result of those decisions shall be completed within 30 days

Keystone's applicable Accreditation Body, ANSI National Accreditation Board (ANAB) and/or the Standards Council of Canada (SCC) is the final level of decision in appeals.

The appeal process is described in PRO B-09, Appeals Procedure (available upon request).

Insulating Glass & Safety Glazing Certification Program

Complaints 

Keystone accepts complaints of Certified Product Non-Conformity as part of our certification policy. The relevant excerpts from the program policy POL B3-01:

Any interested party may submit a complaint of product non-compliance as described in PRO B-10, Complaints of Certified Product Non-Conformity.

The complaint shall include substantially documented details to allow KCI to make a determination as to the validity of the complaint.

The complaint shall include the name of the affected licensee, the affected licensed manufacturing location(s), and description of the insulating glass products authorized for certification in question, and the nature of the alleged non-compliance.

The complainant shall submit a deposit in the amount of $2000.00 US dollars to be held on account to be used to cover expenses incidental to the non-compliance investigation in the event the claim is NOT substantiated.

KCI shall acknowledge receipt of complaint and act to resolve all complaints of product non-compliance and notify the complainant and the affected licensee of their findings in writing within 30 days of receipt of complaint.

If a complaint is substantiated, the affected manufacturer shall be responsible for taking and documenting any action required to bring the product into compliance and shall reimburse KCI for expenses incidental to the determination of non-compliance. If a complaint is substantiated the complainant’s deposit shall be refunded. If a complaint is not substantiated, the complainant’s deposit shall be used to reimburse KCI for the expenses incidental to that determination, any unused portion of the deposit shall be refunded to the complainant.

Appeals

The licensee may appeal any decision on product certification or complaint of non-compliance to the Fenestration Certification Program Certification Policy Committee (CPC). Such appeals shall be submitted in writing to: [email protected] OR via mail at

Attn: Certification Policy Committee Keystone Certifications, Inc. 145 Limekiln Road, Suite 100B New Cumberland, Pennsylvania 17070

Appeal submittals shall include:

A description of the nature of the appeal.

The products and plant locations involved.

Copies of all KCI documents relating to or leading up to the issue in question.

The Certification Policy Committee (CPC) shall convene to act upon all appeals within 30 days of receipt of the submittal by KCI.

A document indicating the majority decision of the Certification Policy Committee with regard to the appeal shall be forwarded to the licensee within 15 days of the decision.

All decisions by the CPC on appeals shall be considered and corrective actions required as a result of those decisions shall be completed within 30 days.

Keystone's applicable Accreditation Body, ANSI National Accreditation Board (ANAB) and/or the Standards Council of Canada (SCC) is the final level of decision in appeals.

The appeal process is described in PRO B-09, Appeals Procedure (available upon request).

Quality Assurance Program

Complaints

Keystone accepts complaints of Approved Product Non-Conformity as part of our certification policy. The relevant excerpt from the program policy POL C1-04:

Any interested party may submit a written Complaint of Approved Product Non-conformity processed by Keystone as described in PRO C1-04, Quality Assurance Program Complaints of Product Non-Conformity (available upon request). The complaint shall include substantially documented detail to allow Keystone to make a determination as to the validity of the complaint, and payment of $2000.00 deposit to cover the expense of complaint investigation.

Keystone shall act to resolve all complaints and notify the complainant of their findings in writing within 30 days of receipt of the written complaint.

If a complaint is considered to be valid, Keystone shall move to suspend Keystone Quality Assurance Program licensure in accordance with the terms of this Policy and PRO C1-03, Suspension, Reinstatement and Withdrawal of Licensure, invoice the licensee for all expenses related to complaint investigation, and refund the complainant’s deposit.

If a complaint is considered not valid, Keystone shall respond to the complainant in writing including an explanation the decision, a statement indicating the deposit funds used to cover investigative costs and a refund of the unused deposit funds.

Appeals

The licensee may appeal any decision on program compliance or complaint of non-compliance to KCI.

Such appeals shall be submitted in writing to: [email protected] OR via mail to

Attn: Certification Policy Committee Keystone Certifications, Inc. 145 Limekiln Road, Suite 100B New Cumberland, PA 17070

Appeal submittals shall include:

A description of the nature of the appeal.

The products and plant locations involved.

Copies of all KCI documents relating to or leading up to the issue in question.

Keystone's Certification Policy Committee (CPC) shall act upon all appeals within 30 days of receipt of the submittal.

A document indicating the majority decision of the Certification Policy Committee with regard to the appeal shall be forwarded to the licensee within 15 days of the decision.

All decisions by the CPC on appeals shall be considered and corrective actions required as a result of those decisions shall be completed within 30 days.

Keystone's applicable Accreditation Body, ANSI National Accreditation Board (ANAB) is the final level of decision in appeals.

All documents related to a submitted appeal shall be maintained in the Licensee’s file in the iDMS for a minimum of four years.

The appeal process is described in PRO B-09, Appeals Procedure (available upon request).

StarGuard Certification Program

Complaints

Keystone accepts complaints of Certified Product Non-Conformity as part of our certification policy. The relevant excerpt from the program policy POL B4-01:

Any interested party may submit a complaint of certified product non-conformity with Keystone StarGuard Certification Program requirements or specific product non-conformance with the referenced standard as described in PRO B4-10, Complaints of Certified Product Non-Conformity (available upon request). The complaint shall include substantially documented detail to allow Keystone to make a determination as to the validity of the complaint.

Complaint submittals shall include the name of the affected Licensee, the series/model names of the Certified Products in question, and identification of the non-conforming parameters and the basis for the non-conformity.

The complainant shall submit a deposit in the amount of $2500.00 US dollars (per product), to be held on account to be used to cover expenses incidental to the complaint investigation in the event the claim is NOT substantiated.

Keystone shall act to investigate all complaints of product non-compliance and notify the complainant and the affected licensee of their findings in writing within 30 days of receipt of complaint.

Keystone shall procure test specimen for all products whose conformance with referenced standards is questioned as described in PRO B4-05, Product Conformance Verification. Keystone will submit these products to a Licensee-selected Keystone Recognized Laboratory for testing in accordance with the Referenced Standards. Keystone shall contract with the selected lab for the testing and act as primary contact for communication of results.

Upon challenged product verification test failure, Keystone shall immediately suspend Certification as specified in PRO B-07, Suspending and Reinstating Product Certification and notify the Licensee, the complainant, and the associated ENERGY STAR^® Program Manager.

If a complaint is substantiated the affected Licensee shall be responsible to reimburse Keystone for expenses incidental to the determination of non-conformity and the complainant’s deposit shall be refunded.

If a complaint is not substantiated, the complainant’s deposit shall be used to reimburse Keystone for the expenses incidental to that determination, any unused portion of the deposit shall be refunded to the complainant.

Appeals

The Licensee may appeal any decision on product certification or complaint of non-compliance to KCI in writing as prescribed in PRO B-09 Appeals.

Such appeals shall be submitted in writing to: [email protected] OR via mail to

Attn: Certification Policy Committee Keystone Certifications, Inc. 145 Limekiln Road, Suite 100B New Cumberland, PA 17070

Appeal submittals shall include:

A description of the nature of the appeal.

The products and plant locations involved.

Copies of all KCI documents relating to or leading up to the issue in question.

Keystone's Certification Policy Committee (CPC) shall act upon all appeals within 30 days of receipt of the submittal.

A document indicating the majority decision of the Certification Policy Committee with regard to the appeal shall be forwarded to the licensee within 15 days of the decision.

All decisions by the CPC on appeals shall be considered and corrective actions required as a result of those decisions shall be completed within 30 days.

Keystone's applicable Accreditation Body, ANSI National Accreditation Board (ANAB) is the final level of decision in appeals.

All documents related to a submitted appeal shall be maintained in the Licensee’s file in the iDMS for a minimum of four years.

The appeal process is described in PRO B-09, Appeals Procedure (available upon request).