PROCEDURE FOR HANDLING COMPLAINTS. APPEAL AND COMPLAINT INTRODUCTION:
2.0 PROCEDURE FOR HANDLING COMPLAINTS APPEAL. AND COMPLAINT ADMINISTRATION OF COMPLAINTS:
Any complaint received by QRA Certification in writing or by e-mail or telephone. In respect of its functions as a certification body. OR a company certified. By it shall be fully reviewed by the AM. And shall be recorded in the complaint register with its nature. The tracking and recording complaints, including actions. Undertaken in response to them, is maintained by AM.
2.1 Procedure for handling complaints. If the complaint relates to the certified client:
a) Procedure For Handling Complaints AM must ensure that the effectiveness of the certified management system. Is checked by the competent auditor(s). Who was not involved with the client previously,
b) Procedure For Handling Complaints The letter in question is sent to a certified client within 14 days. Of receiving the complaint and recorded in the complaint register. The tracking and recording complaints, including actions undertaken. In response to them, it is maintained by AM.
2.2 If the complaint is about the certified client management system:
a). Procedure For Handling Complaints The AM ensures that the effectiveness of the certified management system. It is checked by the competent auditor(s)/person(s). Who was not involved with the client previously,
b) The concerned auditors may be summoned. To confirm the facts if it relates to certification activity.
c) After root cause analysis, a method to eliminate. The cause of complaint. It would arrive. At and suitable corrective and preventive measures instituted.
d) If the complaint is against an officer of QRA Certification including AM. Then it will be investigated. By the board of directors. Of the Impartial Committee. The complaint shall be closed. Within 45 days of the receiving of the complaint.