Appeals & Complaints
1. APPEAL HANDLING PROCESS
- APPEAL HANDLING PROCESS
- In the event of an applicant, Certified Client or any interested party, wishing to contest any decision of QUALIS, he shall, within 14 days after having been officially informed of such a decision, give notice in writing to QUALIS of his desire to appeal against the decision. The receipt of the appeal is acknowledged and the applicant is informed of the progress made and the outcome.
- On receipt of an appeal, the OM will constitute an independent Appeal Panel who will advise the MD and the Executive Committee/Impartiality Committee of the details of the appeal received. The Appeals Panel will comprise of a MD who will be assisted by two members representing the area of technical expertise related to the nature of the appellant’s activities under certification. The appellant will have the right to object to the inclusion of any person in the Appeals Panel. All members chosen to form the Appeals Panel shall not have been involved in the decision against which the appeal has been received or who have carried out the audit and made the certification decision.
- The meeting of the Appeal Panel will be held within 30 days of the receipt of notification from the appellant and the appellant will be provided with at least 7 clear days of written notice of the time and place of the Appeals Panel Meeting. Prior to the meeting of the Appeals Panel the existing decision of QUALIS is to remain in force.
- At the Appeals Panel Meeting both the appellant and the appropriate representative from QUALIS shall be entitled to be heard in confidence and majority decision of the Appeals Panel shall be final.
- The OM shall ensure that the appellant is advised in writing of the decision of the Appeals Panel within 7 days of the decision. QUALIS shall record details of the appeal in the Register of Appeals and implement the decision of the appeals panel, as required.
- On conclusion of the appeal, the MD/Quality Manager will also review the grounds of appeal and evaluate if any possible improvements to QUALIS Management systems are required. A description of the appeals handling process is available on QUALIS website to make it publicly accessible.
- The MD/Quality Manager shall ensure that the submission, investigation and decision on Appeals shall not result in any discriminatory actions against the appellant ensuring that any appropriate correction and corrective action are taken. The certification body shall give formal notice to the appellant of the end of the appeals-handling process.
- COMPLAINTS HANDLING PROCESS
- OM upon receipt of a complaint will fist confirm whether the complaint pertains to its certification activities or it pertains to its certified client.
- If the complaint pertains to its certification activities then it will be dealt with by QUALIS and will be fully investigated by the MD. He shall ensure the prompt disposal of the complaint and the complainant being advised of the result of the investigation within six weeks of the receipt of the complaint. All complaints, after redressed & disposal, shall be closed through a closing note.
- If the complaint pertains to any certified client, then examination of the complaint will be carried out through the effectiveness of the certified management system and it will be referred to the certified client to seek his clarification on the complaint and appropriate action against the certified client.
- Where applicable, certification will be restored as quickly as possible. Suitable preventive action will be taken to avoid recurrence of such cases. Any recurrence will be prevented. Effectiveness of the measures adopted will be assessed during the Management Review Meeting and necessary information is gathered and verified to validate the complaints.
- Each complaint received by QUALIS is acknowledged (whenever possible), initially evaluated by MD/OM for further decisions. The entire process is required to be followed by meeting the requirement of confidentiality as it relates to the complaint and to the subject of the complaint. The complaints are recorded in the complaint register. A description of the complaints-handling process is publicly available on QUALIS website and the progress is tracked by MD/OM including actions undertaken in response to them.
- Complaint against an officer of QUALIS including MD/OM will be investigated by the Joint Director or someone who is not involved in the process.
- The decision shall be made by or reviewed and approved by individuals not previously involved in the subject of the complaint and it is communicated to the complainant.
- Whenever possible QUALIS shall give formal notice of the end of the complaint handling process to the complainant.
- QUALIS shall determine together with the client and the complainant whether and if so to what extent the subject of the complaint and its resolution shall be made public.
- Any complaint about the certified client will be kept confidential.