Appeals

1. Appeals of certification results
2. Appeals of certification suspension or withdrawal
3. Appeals of nonconformities
4. Appeals of audit costs
5. Appeals of rejection of certification applications

Complaints

1. Dissatisfaction with certification outcome
2. Failure of client services for quality management system
3. Dissatisfaction with auditors’ qualifications
4. Dissatisfaction with resolution; clients may ask the Quality Control Manager to refer the matter
5. Delay in issuing certification and resolution; clients may ask for clarification
6. Complaints about a certain auditor

Receiving Appeals and Complaints

1. All appeals and complaints are received by fax, email, written letters, or verbal messages. Only the client’s clarified name and contact details shall be reported and received.
2. If appeals and complaints occur related to certification issues, the receiver shall initiate Preventive/Corrective Action Request (FP09-01) and report to the Administrative Manager. If appeals and complaints are received through the theQAED website and they are simple cases, the receiver responds to the originator of the complaint.
3. All necessary measures shall be taken to preserve the confidentiality of information obtained during the investigation of a complaint.

Follow-up Actions

1. Records for all appeals, complaints, disputes, and their resolutions
2. Decisions of resolution measures, root cause analysis, and corrective actions
3. Execution of corrective actions
4. Documentation and evaluations of the effectiveness of corrective actions taken
5. Division or section manager shall record all complaint investigation findings and the corrective actions taken
6. The complaints file shall be reviewed prior to each annual Management Review Meeting to determine any trends and additional corrective actions required to prevent recurrence.

Notification of Results

The Administrative Manager shall inform the client of the outcome of the appeals and complaints by letter or telephone. The written response shall include the outcome of the complaint, reasons for the decision, and any changes which have resulted from the complaint.

Complaint Form

Please send to: info@theqaed.com

For a customer complaint or an appeal, you can always submit it free of charge at any time, conveniently.