Actions on Complaints All complaints, after redressed & disposal, shall be closed. Through a closing note/closing call by the AM. In case of any complaints, AM shall
a) Verify the promptness and effectiveness of the actions. Taken in respect of the complaint received to ensure its prompt disposal.
b) Ensure that the complainant is advised of the result. Of the investigation within six weeks of the receipt of the complaint.
c) All complaints, after redressed & disposal, shall be closed. Through a closing note/closing call by the AM. Where applicable, certification. Will be restored as quickly as possible.
d) Actions on Complaints Ensures that any appropriate correction and corrective action. Are taken and also suitable preventive actions. Is taken to avoid the recurrence of such cases.
e) Actions on Complaints Ensure the Effectiveness of the measures adopted. Are covered during the Management Review Meeting.
f) Actions on Complaints The entire process to be followed. And meets the requirement of confidentiality. As it relates to the complaint and the subject of the complaint. The complaints are recorded in the complaint register.
ACTIONS ON COMPLAINTS
g) Actions on Complaints Gather and verify all necessary. Information to validate the complaint.
h) Actions on Complaints Ensures that the acknowledgment of receipt of the complaint. It is sent to the complainant and is informed about the progress. And the outcome of the result in writing every month until its closure.
i) Actions on Complaints Ensures that the decision communicated to the complainant. Is made reviewed and approved by the individual(s). Not previously involved in the subject of the complaint.
j) Actions on Complaints Give formal notice of the end. Of the complaints-handling process to the complainant.
k) Actions on Complaints Ensures with the client and the complainant to the extent. To which complaint may be made publicly available.
l) Actions on Complaints Ensure that the complaint has been closed within 45 days. Of the receiving of the complaints.
Escalation of complaints:
(i) If a complainant is not satisfied. With the outcome of the QRA Certification handling the process. The complainant may refer the complaint. To the ACCREDITATION BOARD directly;
(ii) If the Complaints are not closed out within a time frame. As prescribed then agreed with the complainant shall be escalated. To the QRA Certification top management. For ensuring that the complaint receives the appropriate priority.
(iii) The Complaints are not closed within the agreed time frame. As prescribed shall be brought to the attention of ACCREDITATION BOARD.