Complaints & Appeals

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WQA has established a process for handling product-certification-related complaints from customers, consumers or other sources. These complaints typically fall into one of three following categories.

  1. Allegations that a company that offers WQA-certified products has misused the WQA Gold Seal or Sustainability Mark and/or made misleading claims regarding the performance of certified products.
  2. Allegations of fraudulent use of the WQA Gold Seal or Sustainability Mark by a company that does not offer WQA-certified products.
  3. Dissatisfaction with WQA’s processes or quality of service.

Complaints process

All complaints are handled by WQA’s Product Certification Quality Department. If you would like to file a complaint, please contact Quality Manager Tambra Thomas at [email protected] or 630-929-2541. In addition, you may also email the following address: 

[email protected]   |   [email protected]

When a complaint is received, WQA will acknowledge the complaint in the form of an email to the complainant. Efforts will be made to resolve the complaint in a timely manner and inform the complainant of the outcome of the process. If the complainant finds the decision unsatisfactory, he or she may file an appeal at the email address indicated above for appeals. SCC is the final level of appeals for disputes with WQA regarding conformance to accreditation criteria as it applies to Canadian requirements.

Unapproved Use of the Gold Seal

Unapproved use and misapplication of the Gold Seal Trademark is expressly prohibited. No company or person shall apply or display the Mark in connection with a product, or represent in any way that the product is certified, without written authorization from WQA’s Product Certification staff. 

In the event these guidelines are violated, WQA retains the right to direct the user to cease use of the WQA Gold Seal Trademark, and may sue to enjoin misuse by any user, to recover actual and punitive damages. It is the right of WQA to determine whether these guidelines have been violated or whether the Gold Seal Mark has been misused.

The following companies are currently using the WQA Gold Seal in an unauthorized manner:

  • A Better Filter of the U.S. 2020
  • Atlantic Environmental Systems of Canada 2021
  • Beyond O2 Water of the U.S. 2022
  • Clean Wave Products of Canada 2018
  • Clear Genius of the U.S. 2021
  • Coral Premium Water Filters of the U.S. 2015
  • Eagle Water of Canada 2019
  • Elite Water and Air of Canada 2020
  • EvoClear of the U.S. 2013
  • Fabfill Filters of the U.S. 2021
  • GTA Water of Canada 2019
  • Home Pro Solutions of the U.S. 2021
  • House Spring Technologies Ltd. of the U.S.  2022
  • Hydrapurehome.com of the U.S. 2021
  • Kadyn Plus of Malaysia 2014
  • Kontec of the United Arab Emirates 2013
  • Natural Springs Water Filtration of the U.S. 2015
  • Ningbo HO Water Purification Technology Inc. of China 2021
  • NuWater of the U.S. 2020
  • One Purify of the U.S. 2015
  • Pristine Solutions International of Canada 2015
  • Pro Water Solutions of the U.S. 2022
  • Pure Lux H20 of the U.S. 2020
  • Pure Pro of Japan 2012
  • Simpli Water Sales LLC of the U.S. 2021
  • Sino-well of Shanghai 2019
  • Steripure of the U.S. 2011
  • Swift Green Filters of US and Canada 2019
  • TruWater of New Zealand 2022
  • Velara, Inc. of the U.S. 2013
  • Water Pro LLC of the U.S. 2021

If your company is listed above and you would like it to be removed from the violation list, please contact WQA’s Product Certification Department at [email protected] or 630-505-0160.