Appeals and complaints

If you have an objection or complaint regarding the audit or certification process, the decisions of the decision-making committee, the audit team report and the clients who have received standard certification from our company, the following steps will be taken:

Step 1

Receive a complaint

The complaint should be recorded clearly and concisely. This complaint can be received by email, telephone, online form or in person.

All information related to the complaint, including the contact details of the complainant or objector, the date, the subject of the complaint and any relevant documentation, is recorded.

Step 2

Confirm receipt of complaint

The organization should inform the client that the complaint has been received. This demonstrates a commitment to addressing and taking customer feedback seriously.

Step 3

Evaluate and classify the complaint

The complaint should be classified according to the level of importance, the type of problem, and its impact on the client.

It is assessed whether the problem can be resolved and, if necessary, what actions should be taken.

Step 4

Investigate

The root cause of the complaint is identified. This includes interviewing employees, reviewing processes, and analyzing relevant documents and data.

This step may require the use of quality tools (such as root cause analysis).

Step 5

Provide solutions and corrective actions

Based on the results of the investigation, an appropriate solution is provided to resolve the problem.

Corrective and preventive actions are implemented to prevent the problem from recurring.

Step 6

Respond to the complainant

The organization must inform the complainant or objector how the complaint was handled and what actions were taken. The response must be transparent, respectful, and accurate.

Step 7

Assess the complainant’s satisfaction

After implementing corrective actions, it is checked whether the customer is satisfied with the resolution of the problem and further actions are taken if necessary.

Step 8

Record and document

All stages of the complaint handling process, from receipt to resolution, are documented.

This documentation can be used to continuously improve processes and report to higher authorities.

Step 9

Continual Improvement

Information gained from complaints is used to identify patterns and improve the organization’s processes.

This helps the organization prevent similar problems from occurring in the future.