Complaint, Appeals

Appeals

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

Complaints

1) Dissatisfaction of certification outcome
2) Failure of client services for quality management system
3) Dissatisfaction of auditors’ qualification
4) Dissatisfaction of resolution clients may ask the Quality Control Manger to refer the matter.
5) Delay of issuing certification and resolution clients may ask
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 clarified client’s name and contact details shall be reported and received.
2) If appeals and complaints occur related with certification issues, the receiver shall initiate Preventive/Corrective Action Request  and report to Administrative Manger.
If appeals and complaints are received through the IPSA CERT web-site 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 and dispute, and its resolution
2) Decisions of resolution measures, root cause analysis, and corrective actions
3) Execution of corrective actions
4) Documentation and evaluations about effectiveness of corrective action taken
5) Division/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 in order 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 letters ortelephone. The written response shall include the outcome of the complaint, reasons for the decision, and any changes which have resulted from the complaint

 

About IPSA

IPSA Cert is a ISO certification body & Training body. Arvand samane pishgaman sanat ( IPSA Cert ) started his work in 2010. This company Opened under the consideration of  Babak Rayt who has more than 18 years experience in quality management system and worked for different companies and as a lead auditor, audited many companies in different scope. Read more

 

Contact IPSA

Address: Unite 4, 1 st Floor, No 70, Shahid Kabiri (Dezashib) Ave, Tehran- IRAN, 

Tel: (+9821) 22714021

 telegram.me/ipsacert