Appeals:
Introduction:
An applicant, a certified company or any interested party may appeal against a decision of QCS. The matter is referred to the Appeals Panel whose decision is final.
Administration of Appeals:
In the event of an applicant, Certified Company or any interested party, wishing to contest any decision of QCS, he shall, within 14 days after having been officially informed of such a decision, give notice in writing to QCS of his desire to appeal against the decision. The receipt of the appeal is acknowledged and the applicant is informed of the progress made and the outcome.
On receipt of such an appeal, QCS receiving the appeal shall be responsible for gathering and verifying all necessary information to validate the appeal. the Q/M, under the instruction of CEO will advise the Board of Directors and the Impartiality Committee of the details of the appeal received. The Board of Directors will proceed to constitute an independent Appeals Panel in each case in consultation with the Impartiality Committee. The Appeals Panel will comprise of a Chairman who will be assisted by two members of the Impartiality Committee representing the area of technical expertise related to the nature of the appellants activities under certification. The appellant will have the right to object to the inclusion of any person in the Appeals Panel. All members chosen to form the Appeals Panel shall not have been previously involved in the decision appealed against. Or who carried out the audit and made the certification decision.
The meeting of the Appeal Panel shall be held within 30 days of the receipt of notification from the appellant and the appellant will be provided with at least 7 clear days of written notice of the time and place of the Appeals Panel Meeting. Prior to the meeting of the Appeals Panel the existing decision of QCS is to remain in force.
At the Appeals Panel Meeting both the appellant and the appropriate representative from QCS shall be entitled to be heard in confidence and majority decision of the Appeals Panel shall be final.
The MD/CEO shall ensure that the appellant is advised in writing of the decision of the Appeals Panel within 7 days of the decision. The QM shall record details of the appeal in the Register of Appeals and implement the decision of the appeals panel, as required.
On conclusion of the appeal, the Q/M will also review the grounds of appeal and evaluate if any possible improvements to QCS Management systems are required. A description of the appeals handling process is available on QCS website to make it publically accessible.
The Q/M shall ensure that the submission, investigation and decision on Appeals shall not result in any discriminatory actions against the appellant.
QM takes appropriate corrective and preventive action on the identified root cause of the appeal and introduces nessecery changes in the system procedure.
The certification body shall give formal notice to the appellant of the end of the appeals-handling process.
QCS procedure for Appeal - P5
Complaints:
Any complaint received by QCS in respect of its functions as a certification body or a company certified by it, shall be fully investigated by the CEO. The Technical Coordinator will verify the promptness and effectiveness of the actions taken in respect of the complaint received by QCS. He shall ensure the prompt disposal of the complaint and the complainant being advised of the result of the investigation within six weeks of the receipt of the complaint. All complaints, after redressed & disposal, shall be closed through a closing note / closing call by the MD. Where applicable, certification will be restored as quickly as possible. Suitable preventive action will be taken to avoid recurrence of such cases. Any recurrence will be prevented. Effectiveness of the measures adopted will be assessed during the Management Review Meeting and necessary information is gathered and verified to validate the complaints.
Unsatisfactory performance recorded on the Client Feedback Form by any QCS client in respect of the audit conducted by QCS auditors shall be treated as a complaint and dealt with accordingly.
Complaints are received by TC and acknowledged (whenever possible), initially evaluated by QM for further decisions. The entire process to be followed meeting the requirement of confidentiality as it relates to the complaint and to the subject of the complaint. The complaints are recorded in the complaint register. A description of the complaints-handling process is publicly available on QCS website and the progress is tracked by QM including actions undertaken in response to them.
Complaint against an officer of QCS including CEO/QM will be investigated by the Director technical or someone who is not involved in the process.
The decision to be communicated to the complainant shall be made by or reviewed and approved by individuals not previously involved in the subject of the complaint
Whenever possible QCS shall give formal notice of the end of the complaint handling process to the complainant
QCS shall determine together with the client and the complainant whether and if so to what extent the subject of the complaint and its resolution shall be made public
Any complaint about the certified client and also referred by QCS to the certified client is kept confidential.
If the complainant is dissatisfied with QCS response for the lodged complaint outcome or the process does not resolved within 03 months of the agreed timeframe (aged complaint) the complainant may be referred to ACCREDITATION BOARD
QM takes appropriate corrective and preventive action on the identified root cause of the complaint and introduces nesecery changes in the system procedure.
QCS shall be responsible for all decisions at all levels of the complaints handling process.
Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.
Any valid complaint about a certified client shall also be referred by QCS to the certified client in question at an appropriate time.
QCS procedure for Complaint - P6
