Procedure For Handling of Appeals and Complaints
1.0 OBJECTIVE : To ensure and establishes the system for handling of Appeals and complaints, clients and complaints against clients by interested parties handled in fair and expeditions manner.
2.0 SCOPE : Handling of Appeals and complaints
3.0 RESPONSIBILITY : Certification Manager/MR, MD
4.0 DETAILED PROCEDURE:
4.1 Appeals
4.1.1 Appeal is a request by a client for reconsidering, Other parties for reconsideration of any decision made by IBMS certification related to its desired certification process.
4.1.2 Appeals are recorded in (IBMS-F-59) by Operation Manager and discussed with the Certification Manager and Managing Director to take necessary action. The appellant is informed about the IBMS response taking into account the results of previous similar appeals.
4.1.3 IBMS from clients: Accessibility of this procedure to public is through company’s website.
1. Provide appeals format to client on request.
2. Register the appeal
3. Acknowledge the appeal and respond within 30 days.
4. Assign investigation and reporting of the appeal to a person who was not involved in the process which gave rise to appeal.
5. Review the report and arrive at a decision. Inform decision to client. Inform client that he can further appeal against the decision to concerned accreditation agency.
6. Decide required corrective and Corrective action are taken. Implement decision, verify effectiveness and close appeal. Enter details in the register. If short notice audit is required, the audit is completed within 90 days.
4.1.4 The appellant has the right to agree to the composition of the Committee and may challenge its composition. The Appeals Committee meets and makes its recommendations within 30 days to MD. MD decides and conveys its decision to the appellant.
4.1.5 The Appeal Panel may ask any of the staff, auditors, and group for the facts to help in discharging the appeal based on facts.
4.1.6 The submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant.
4.1.7 IBMS Certification give notice to the appellant of the end of the appeals handing process
4.2 Complaints
IBMS from clients: Accessibility of complaints handling procedure to public is through company’s website (https://www.ibmscert.com/Complaint.aspx/).
1. Complaint format is available on website and in case requested by the client, same is supplied.
2. Register the complaint
3. Acknowledge the complaint and respond within 30 days.
4. Assign investigation and reporting of the complaint to a person who was not involved in the process which gave rise to complaint.
5. Review the report and arrive at a decision. Inform decision to client. Inform client that he can appeal against the decision to concerned accreditation agency.
6. Decide required corrective and Corrective action are taken. Implement decision, verify effectiveness and close complaint. Enter details in the register. If short notice audit is required, the audit is completed within 90 days.
7. Complaints against client
8. Inform client. Carry out a preliminary investigation through telephone/ letter/ visit to client.
9. Request client to investigate and resolve the complaint, in accordance with client’s systems and procedures.
10. Receive report of investigation by the client; inform complainant.
11. Carry out a special audit of the client’s system followed by a corrective action audit report. This may be combined with the next surveillance due.
12. Based on the audit take necessary action which may involve either
I. Closure of the complaint.
II. Auditor and Lead Auditor, Technical expert, Certification Committee or staff
III. Process of auditing by the auditor
IV. Misuse of certification status either in the scope or in the logo.
V. Giving further time to client to complete necessary action.
VI. Suspension / withdrawal of client’s certificate.
13. Keep the complainant and accreditation body. Informed of the action.
14. Inform details of all appeals/complaints to the committee of experts.