Behind the scenes with Duane T. Johnson, lead Market Surveillance engineer
Market Surveillance – Chief Legal Office
Do you have a concern involving a UL Certified product or service? The UL Solutions Market Surveillance team initiates product incident report cases to investigate reported concerns involving UL Certified products and services.
When a product incident report case is established, UL Solutions works to verify the concern, determine the root cause, and take appropriate action to resolve the issue. Anyone can report a concern involving a UL Certified product, including authorities having jurisdiction (AHJs), product manufacturers, consumers, distributors, installers, other certification agencies, etc.
How to report
Our new online reporting portal is the preferred method for reporting a concern. The portal may be accessed by clicking the Report a Concern link at the bottom of any UL.com webpage. We updated the online reporting portal in late 2024. Prior to that, all reported concerns were routed directly to the Market Surveillance team.
The updated portal presents three options for selecting the type of concern being reported and will route the concern to the appropriate UL Solutions team responsible for investigating that specific type of concern.
Clicking the Report a Concern link at the bottom of any UL.com webpage opens the Market Surveillance landing page. The Market Surveillance landing page provides general information about available functions and processes. Clicking the Report a Concern button near the top of this page will launch the online reporting portal.
Three options: Ethics, concerns and counterfeit
Upon accessing the online reporting portal, the user will be asked to accept the Terms and Conditions of use. Once accepted, the reporting portal form will become active.
The form displays three options: Ethics, Concern and Counterfeit.
Ethics is selected to report a concern involving illegal or unethical business activity. These will be routed to the UL Solutions Ethics and Compliance team.
Concern is selected to report a concern involving a safety incident, compliance issue, marketing concern, or general inquiry involving a UL Certified product or service. These will be routed to the UL Solutions Market Surveillance team.
Counterfeit is selected to report a concern involving a product believed to bear an unauthorized UL certification Mark. These will be routed to the UL Solutions Brand Protection team.
If it is believed the product is noncompliant, is a hazard, or bears an unauthorized UL Mark, then choose any option, Ethics, Concern or Counterfeit. The appropriate UL Solutions team(s) will investigate and address all aspects of the concern.
Following the selection of the concern type, the form will display fields for entering information regarding the concern, along with the user’s contact information. The user may also upload files (images, email threads, etc.)
Please note that one difference between this reporting form and the previous form is that the user will be prompted with a new option: “Would you like to remain anonymous?” If the user elects to remain anonymous, the UL Solutions Market Surveillance team will not be able to communicate with the user regarding the concern. By electing not to remain anonymous, the user is asked to enter their contact information. Providing contact information allows our Market Surveillance staff to communicate with the user for any clarification or additional information needed to investigate the concern sufficiently.
First priority given to AHJs
Finally, we understand issues of concern reported by AHJs typically involve an elevated level of urgency, potential occupancy delays, permitting issues, etc. Therefore, concerns reported by AHJs are given first priority with the goal of addressing the concern or inquiry as quickly and efficiently as possible.
Should there be further questions regarding the new UL Solutions online reporting portal or a need for assistance with submission of a concern, please contact the Market Surveillance team at: Market.Surveillance@ul.com