QAED — Appeals and Complaints Handling Process

Overview

This procedure defines how QAED manages appeals and complaints related to its certification activities, ensuring fairness, impartiality, and transparency in all resolution processes.

Right to Appeal or Complain

Clients of QAED may appeal any decision by QAED to refuse, withdraw, cancel, or suspend certification. Complaints are accepted only from entities that:

• Have a contractual relationship in good standing with QAED, or
• Have a legitimate interest in certifications issued by QAED.

Complaints are limited to certification programme requirements, except under exceptional circumstances—such as reports of a client using certification in an unauthorized manner.

All disputes will be resolved in accordance with the laws of Egypt.

Acknowledgement and Initial Review

Upon receipt of an appeal or complaint, QAED acknowledges the request within five (5) working days. The General Manager coordinates with the concerned personnel to initiate resolution.

For submissions from individuals or organizations not QAED clients, QAED determines whether a response is appropriate, considering possible liabilities. When applicable, QAED coordinates the reply with the related client. Confidentiality is maintained throughout.

Impartiality and Independence

Personnel investigating complaints or appeals shall be different from those who conducted the audits or made the certification decisions, ensuring impartiality and avoiding discrimination against any appellant or complainant.

The Appeals Panel comprises members of the Impartiality Committee or other individuals the committee deems competent to review the case.

Resolution Process

The structured process for handling complaints and appeals includes these steps:

1. Investigation – evaluate the issue, business impacts, and context.
2. Root-cause analysis and correction plan – develop appropriate corrective actions.
3. Implementation – carry out correction and corrective action.
4. Communication – inform the client of findings and actions taken.
5. Monitoring – verify that solutions are implemented and effective.
6. Record-keeping – maintain full traceability of documents and evidence.
7. Follow-up – ensure sustainability of results and closure of the issue.

Response and Timeframes

An initial response is provided to the complainant within five (5) working days. If investigation requires an audit, the client will be notified along with the reasons.

The complete closure timeframe for each appeal or complaint is within 90 days from the date of receipt. Should the client remain unsatisfied or the issue unresolved, QAED grants the right to escalate the matter to the Accreditation Board.