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Corporate Policies

Quality and Integrity

Primus Auditing Operations corporate policies are a reflection of our commitment to our service. We are committed to providing unparalleled service with ethical compliance in all regards. Our standard of ethics and integrity is unprecedented, with a dutiful respect for accreditation requirements and conformance criteria. As a third-party auditing firm, our service to our customers is a remnant of our attainment. Our expertise in food safety has aided in the development of our policies and procedures, and coincides with our success. We continue to develop integrated standards that substantiate the integrity and ethics of accountability. Our efforts to serve both public and private sectors fortify our commitment to food safety worldwide.

Anti-Corruption and Anti-Bribery Policy

Primus Auditing Ops is committed to conducting business in an ethical environment and adopts a zero tolerance policy against all forms of bribery and corruption. Primus Auditing Ops complies with anti-bribery and corruption laws in every country in which it operates. No Primus Auditing Ops employee, director, manager, contractor, auditor, affiliate or subsidiary shall promise, offer or pay, whether directly or indirectly, any bribe to any person in order to obtain benefit for Primus Auditing Ops. No Primus Auditing Ops employee, director, manager, contractor, auditor, affiliate or subsidiary shall receive or solicit to receive payment of money, money equivalent, gifts, loans, hospitality, services, discounts or anything else of value from any person or company in connection with the performance of services on behalf of Primus Auditing Ops. This excludes payment of the contractually established fee for services rendered and legitimate expenses to be reimbursed in connection with the performance of such services. Customary, small, token, infrequent gifts of nominal value that are not provided with any expectation of a return favor fall outside the scope of this policy.
The promise, offer, solicitation, payment or acceptance of any bribe is a violation of Primus Auditing Ops policy and may lead to appropriate disciplinary action up to termination (e.g., dismissal for gross misconduct).
Primus Auditing Ops employees, contractors, affiliates and subsidiaries who refuse to accept or offer a bribe, or those who raise concerns or report another’s wrongdoing, are sometimes worried about possible repercussions. We aim to encourage openness and will support anyone who raises genuine concerns in good faith under this policy, even if they turn out to be mistaken. We are committed to ensuring no one suffers any detrimental treatment as a result of refusing to take part in bribery or corruption, or because of reporting in good faith their suspicion that an actual or potential bribery or other corruption offense has taken place, or may take place in the future. Detrimental treatment includes dismissal, disciplinary action, threats or other unfavorable treatment connected with raising a concern.
All Primus Auditing Ops employees, directors, managers, contractors, auditors, affiliates or subsidiary must report to the Quality Assurance Director any incident when a bribe is offered to them or solicited from them. Primus Auditing Ops shall investigate instances of alleged fraud or fraudulent behavior and protect the identity of the person raising the concern should they wish to remain anonymous and/or to prevent retaliation.

Complaint & Appeal Process

Complaints are an expression of dissatisfaction, other than an appeal, by any person or organization relating to Primus Auditing Ops activities. It also addresses dissatisfaction with individuals and/or the conduct of individuals of our organization. It may be a written or a verbal complaint (anonymous complaints will not be considered)
Appeals are a request by the audited organization for reconsideration of a decision made during the completion of an audit. Any request for reconsideration of scoring and/or a technical decision related to an audit, including after the issuance of a certificate, is considered an appeal.
Considerations are a Primus Auditing Ops policy that complaints and appeals shall be handled within a reasonable timeframe and as transparently as possible, while fully respecting principles and requirements of confidentiality and impartiality, and will not result in any discriminatory actions. Only clients can submit an appeal. Anyone is welcome to submit a complaint.

Complaint Process

  1. Submission Complete and submit the Certification Audit Appeal Complaint Form.
  2. Acknowledgement A QA Specialist will acknowledge the complaint was received and guide your complaint through the process.
  3. Investigation Primus Auditing Ops will investigate the complaint.
  4. Decision A complaint decision will be made based on the findings of the investigation and the complainant will be notified.
  5. Necessary Actions Corrective actions will be determined and implemented as necessary.
  6. Closed The complaint will be considered closed.

Appeal Process

  1. Submission Complete and submit the Certification Audit Appeal Complaint Form.
  2. Acknowledgement A QA Specialist will acknowledge the appeal was received and guide your appeal through the process.
  3. Review The QA Specialist will send the appeal information to an independent Appeal Reviewer (3rd party).
  4. Decision The Appeal Reviewer will determine whether to uphold or reject the appeal. Once the appeal decision is made notification is provided to the appellant. If the appeal is upheld, appropriate documents will be updated.
  5. Closed The appeal will be considered closed.

Contact us

If you wish to file an appeal or complaint please contact:
SMETA – APSCA – Social Audits
PrimusGFS – Primus Standard – Others
All countries
Integrity concerns
Director of Quality Assurance Department

Quoted Fees

In the event that a price quote was provided to a client prior to services being rendered, the validity of any quote is indicated on the quotation form. Generally, price quotes do not include the auditor’s time or travel expenses. Each quote specifically acknowledges that the services provided in any offer do not grant the customer any right or license to use the Primus Auditing Operations name, logo, or any other similar identifying mark for promotional or marketing purposes. Any such right or license must be granted by a separate agreement. In addition, price quotes do not guarantee the issuance of certification.

Service Agreements and Invoices

Service Agreements are provided to each client prior to the completion of an audit. The agreement specifically notes that it is an estimate for anticipated services. Travel expenses are subject to change based on the auditor’s actual expenses. It is our goal to provide the most accurate estimates for expenses, whereas we acknowledge that our customers rely on accurate anticipation for budgeting. An invoice will be sent to each client upon the completion of an audit. All invoices are to be paid within 30 days of the audit date.

Additional Fees

Additional fees will apply for services that were not included in an original price quote with the disclosure of said fees prior to any additional services being rendered.  Additional fees may be associated, but not limited to the following:
  • Audit cancellation fee of $200.
  • Incurred expenses as a result of an audit cancellation.
  • The addition of operations that were not originally agreed upon. (any addition to an application will be discussed prior to the audit taking place).
  • A revisit that is due to the result of any noncompliances.

Cancellation Policy

A cancellation administration fee of $200.00 may be charged for any audit cancellations within 21 days of the scheduled audit date. The cancellation fee excludes any additional expenses related to travel and labor if incurred.