Complaint  
     
 
Appeal
EQFS is responsible for all decision at all levels of the appeals handling process. EQFS ensures that the people engaged in the appeals handling process are different from those, who carried out the audits and made the certification decisions.
      Submission, investigation and decision on appeals will not result in any discriminatory actions against the appellant.
      The appeals handling process will include at least the following elements and methods but not limited to:
(a) All appeals shall be received by the secretariat and handed over to the Technical Director. Technical Director may appoint a committee to investigate the appeal if necessary and shall take the action on all the appeals by taking into account the result of previous similar appeals and Secretariat communicates them to the complainer.
(b) All records for tracking, decision and actions to resolve the appeals are being kept by the secretariat. All records of the appeal shall be maintained in the non-conformity register.
(c) Top management ensures that appropriate correction and corrective action are taken. If complainer is not satisfied by the action taken, then dispute on the action may be filled. 
(d) Upon receipt of appeals, EQFS secretariat acknowledges the same to appellant and communicates with the progress report and the outcome of the same.
(e) The decision made on appeals are reviewed and approved by individual(s) not previously involved in the subject of the appeals.
(f) EQFS give formal notice to the appellant of the end of the appeals handling process. 
Complaint
Upon receipt of a complaint, EQFS confirm whether the complaint relates to Certification activities that is responsible for and if so, will be deal with it accordingly. If the complaint relates to a certified client, then examination of the complaint will consider the effectiveness of the certified management system.
      Any complaint about a certified client will also be referred by EQFS to the certified client in question within 30 days.
      All complaints shall be received by the secretariat and forwarded to Manager Technical and take the appropriate action on the complaint. After taking the action Manager Technical shall be responsible for communicating the things to the complainer. This process is subject to confidentiality; all people involved in this process will keep all information confidential.
      The complaint handling process will include at least the following element and methods but not limited to:
(a) All complaints shall be received by the Manager Technical. Upon the receipt of complaint, Manager Technical validates the complaint. If the complaint is valid and need investigation, he arranges the necessary action for it. In case the complaint is not valid then he communicates with the complainer and find out the true story. Once investigation and other discussions are over, which he felt necessary to undertake, then he makes decision takes necessary action, accordingly. 
(b) All records for tracking, decision and actions to resolve the complaints are being kept by the secretariat. All records of the complaints shall be maintained in the non-conformity register.
(c) Top management ensures that appropriate correction and corrective action are taken. If complainer is not satisfied by the action taken, then dispute on the action may be filled.
      Upon receipt of complaints EQFS secretariat acknowledges the same to complainant and communicates with the progress report and the outcome of the same.
      The decision made on complaints are reviewed and approved by individual(s) not previously involved in the subject of the complaint.
      EQFS give formal notice to the complainant at the end of the complaint handling process and together with the client and the complainant determine whether and to what extent the subject of the complaint and its resolution will be made public. 
Confidentiality
The members of the advisory committee shall be placed under an obligation of confidentiality concerning anything that might come to their knowledge during their function, with regard to the accredited or applicant body or their clients.
      Hearing and judgment of the complaint and appeal lodged against certified clients
       The record of the same shall be kept in the nonconformity register and inform the client immediately, to clear the matter. If Technical Director feels the requirement to visit the place of the client to see the evidence, the client shall be informing for the same, otherwise Technical Director may pre-pone the planed surveillance audit of the client. In case the matter can not be sought out or needs to suspend the certificate or impose the penalty, then the matter will be handed over to advisory committee and the decision of the Advisory Committee shall be binding on both the parties or the unsatisfied party may approach to the judicial court of justice.

 

 
 
 
 
 
 

 

   
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