Complaints & appeals

Complaints policy:

  

AIM AND OBJECTIVE :

The objective of this procedure is to describe the steps that are being implemented in resolving complaints and appeals, monitoring handling complaints and appeals, as well as procedures in case of discrepances in the interpretation.

The objective of this procedure is a procedure for resolving appeals relating to the processes of Laboratory testing or inspection service or certification of quality management systems and food safety, EMS, OHSAS or social compliance activities , as well as complaints received from stakeholders, and refer to the certified client. It also prescribes how to treat if it comes to discrepamces in the interpretation.

SCOPE

This procedure aplies to all types of Labolatory testing or inspection service or QMS, FSMS, EMS, OHSAS certification or social compliance activities.

RESPONSIBILITIES

Director.

Certification scheme manager.

Inspection manager.

Social compliance manager

Quality manager.

Labolatory technical manager

Every client of the Laboratory testing or inspection service or certification of quality management systems, food safety, EMS, OHSAS or social compliance activities and all interested parties have the right to complaint/appeal in the case that the process of audit of compliance has not carried out in accordance with the standard requirements that apply to this area.

Appeals means that Acerta ME received a complaint related to the Laboratory testing result or inspection service or certification decision.

Complaint means that Acerta ME received a complaint related to the service and doesn’t related to the Laboratory testing or inspection service or certification decision or social compliance activities.

For effective resolution of complaints and appeals ACERTA ME holds:

  • publicly available information as to where, when and how they can make complaint and

    appeal,

  • the applicant informed immediately upon receipt of complaints and appeals to the resolution

    of the ongoing and in what time to expect a response,

  • objective process of processing complaints and appeals,
  • maintains free of any charges the process of resolving complaints and appeals process for

    applicants,

  • information of the complaints and appeals as confidential,
  • rules, methods, best practices available in the country and the world in resolving complaints

    and appeals,

  • informed the applicants of complaints and appeals on all the measures taken.                                     

Reception and recording complaints / appeals

The appellant may be a director or a representative of the organization's management which is  the client of ACERTA ME, while the complainant may be a client or a representative of any interested party of the client and ACERTA ME (user, customer, supplier, employee, representative of the community, etc.). The complaint may be made in any manner that is most suitable to applicant (phone, fax, E-mail, the official letter sent by post to the address), while  appeal has to be addressed formally through the official email for ACERTA Middle East (info@acerta-me.com).

Upon receipt of a complaint from the client, the Quality Manager within 3 working days, inform the client about the invistigation result for the complaint.

Upon receipt of an appeal from the client, the Quality Manager within 30 working days, inform the client about the invistigation result for the complaint

Upon receipt of complaints ACERTA ME determines whether the complaint relates to certification activities / inspection / social compliance for which it is responsible, and if so it must be taken into consideration. If the complaint relates to a certified / inspected client /social compliance then in examining complaints must consider the effectiveness of the certified management system / social compliance / food safety inspection.

The complaint / appeal can be received by any personnel of ACERTA ME, but the responsible for processing is the director or other person indicated by the Director for example the quality manager. Since the complainant / appellant need to clearly define what on complaints/ appeals, to be a solution effectively and efficiently solved.

Note: the text of the audit report and comments on the preliminary text of the audit report are not considered complaints / appeals.

- complaint/appeal that arrives in writing shall be noted in the ACERTA ME appeal form F1/M 100 or through the email, and it would be the responsibility of the quality manager to record the complaint/ appeal on the form F1/M300.

- complaint/appeal that arrives via e-mail is printed, and attached to the completed form to appeal.

- telephone/verbally received the complaint / appeal to be written in complaint/appeal form by   

   the person who received it

- Identification number of complaint/appeal is granted according the date of the arrival in the year.

- The register of complaints / appeals is managed by Director/ quality manager in the form F 2 / M 100 records of complaints / appeals. The respective records of complaints is available also to the administrator who is responsible for its archiving and storage.

 

Collection of information on the subject of complaint/appeal

Quality Manager determines the subject of the complaint / appeal and the persons responsible for the process to which the complaint relates. He / she checks the quality of data received and whether all the data entered in the form, if not, contact the interested party and submits the required data.

 

Depending on the subject of complaint / appeal, Quality Manager, collects all the information necessary to resolve the complaint / appeal. These may include: audit records, contract, checklists, audit report, standards, documentation of quality management system ACERTA ME or Laboratory testing report and other

 

As an important source of information can be used auditors who carried out the audit with a client who filed a complaint / appeal. Auditors who carried out the audit which is the subject of the complaint / appeal may not be involved in resolving complaints / appeals in that client.

 

Evaluation of complaint/appeal

Any complaint/appeal is resolved with a very professional approach. Evaluated by severity, using the following matrix:

Criteria

The severity of non-conformities

Complexity for solving

Responsibility for solving

Important of complaint

Low

-No consequence for the client's quality management system, EMS, OHSAS, food safety

- No consequence for the Laboratory testing report

- No consequence for the food safety inspection report

- No consequence for the social compliance

-No consequence for the management system of ACERTA ME

Problem will be solved by correction

Quality manager

Low importance; No needed CA

Middle

-Can have impact to the client's quality management system, EMS, OHSAS, food safety

-Can have impact to the client products or system

-Can have impact to the social compliance system

-Can have impact to the management system of ACERTA ME

May be is necessary to form ACERTA ME team for solving

Director, Quality manager, Technical Lab manger, social compliance manager

Middle importance; CA are needed to be performed

High

-There is consequence for the client's quality management system, EMS, OHSAS, food safety

- There is consequence impact to the client products or system

- There is consequence impact to the social compliance system

-There is consequence for the management system of ACERTA ME

For solving is necessary to form ACERTA ME team plus or not external persons, organizations

Director, Quality manager, Technical Lab manger, social compliance manager, committee if necessary

CA has to be performed and the  QMS has to be reviewed which refers to the process which is subject of the complaint.

 

Director approves the decision in the form for complaint/appeal.

Taking actions

If the objective treatment establishes that the complaint/appeal is founded, ACERTA ME must take appropriate actions:

Corrections - to correct the resulting errors,

Corrective actions - in order to eliminate the cause of the fault.

Note: When resolving complaints can be used the results of previous similar complaints.

 

The flow of processing complaints / appeals is recorded in the form of appeal.

Corrective actions are identified and implemented in accordance with the M 400 Procedure for corrective action.

 

The deadline for the implementation of corrective action vary from the same day to a maximum of 28 days (high hazard), 10 to a maximum of 15 days (medium hazard) and 7 days (small, with no impact), and foresee the necessary resources for their implementation

 

Notifying the complainant / appellant

About the measures taken and outcome, Quality Manager officially informs the complainant / appellant, delivering information via email, mail or fax.

 

The satisfaction of the complainant / appellant

 

Upon receipt of the Decision on complaints / appeals, the complainant / appellant confirms if accepts the submitted decision.

Clients of ACERTA ME are familiar with the mechanism for filing complaints / appeals through documents on the web pages.

 

If the complaint/appellant does not accept the decision, the case is submitted to the safe gaurding committee (Board of experts), whose decision is final in terms ACERTA ME.

 

The administrator resposible for keeping all the records on the handling of complaints.

 

The entire procedure for resolving complaints and appeals, including the receipt, investigation and decision on complaint/appeals in no case should not result in any discriminatory measure against the complainant.

ACERTA ME together with it certified client which is a subject of the complaint, determine if, and in which level, the subject of complaint/appeal.

Dated 12/2018

Version No: 4