|
Complaints
|
|
Complaint is an
expression of dissatisfaction, other than appeal, by any person or
organization, to ICRS relating to its activities where a response is
expected.
|
|
Complaint can be made by any
person or organization against the following
1. ICRS‘s operation and
/ or procedure.
2. the auditor, expert, CDMG
or staff of ICRS
3. process of auditing by the
auditor
4. Misuse of certification
status either in the scope or in the logo.
|
|
The complaint
must be made in writing to ICRS with complete details of the
complainant (Name, Address, Organization, etc.) and description off the
problem. Director technical will acknowledge the complaint within ten
days (excluding postal time) with brief details on the approach and
approximate time required for addressing the complaint.
|
|
If the
complaint has no details of the complainant or the description is not
adequate, ICRS will reserve the right of detailing the complaint as
deemed fit.
|
|
On receipt of the
complaint ICRS will examine whether the complaint relates to its
certification activity. If ICRS is responsible for the complaint, then
it shall register in the complaint register and shall deal with it.
If the
complaint is on certified client, the effectiveness of the management
system shall be examined.
|
|
ICRS will refer
any complaint received to the concerned certified client at an
appropriate time. Confidentiality will be maintained.
|
|
Executive
Director shall arrange a detailed investigation. An independent review team which is
not previously involved in the subject of the complaint is assigned to
conduct the investigation. The investigation shall include the
following:
1. Review of pertinent data;
2. Interviews with audit team
members, as appropriate;
3. Interviews with
client’s personnel, as appropriate.
|
|
The
investigation team will report its finding to Director Technical along
with its recommendation for the disposal of the complaint.
|
|
The progress of
investigation and the outcome shall be informed to the complainant to
the extent required. A formal notice of the completion of the complaint
handling process shall be sent to the complainant.
|
|
ICRS determines
the extent of complaint and its resolution to the public in agreement
with client and complainant.
|
|
Appeal
|
|
Appeal is a request by a
client for reconsidering of any adverse decision made by ICRS related
to its desired certification status.
|
|
Appeal can be filled by
any person or organization on the following reasons:
1. Refusal to accept an
application.
2. Refusal to proceed with an
audit.
3. Response on corrective
action requests.
4. Changes in certification
scope.
5. Decisions to deny suspend or
withdraw certification.
6. Any other action that
impede the attainment of certification.
|
|
Any person or organization
can file an appeal against the decision of the ICRS to the Chairman of
advisory board through Director Technical. The appeal must be filed in
writing within thirty days of the decision of the ICRS along with all
the necessary documents in support of the appeal.
|
|
The Director Technical
verifies the documents for completeness and may ask for additional
documentary support if necessary. Once documents are complete, the
Director Technical acknowledges the receipt of the appeal, and then it
shall be register in the appeal record. It shall be forwarded to the
Chairman of Advisory Board. The Chairman has the right to either
disallow the appeal or to form an appeals committee based on the merit
of the contents of appeal.
|
|
The appeal committee is
headed by one of the advisory board members nominated by the Chairman.
The nominated head of the appeals committee is allowed to take two
members out of the auditors, staff of ICRS and is also allowed to
invite other outside members as necessary to discharge the appeal. It
would be ensured that the members had not been involved in the subject
matter of the appeal.
|
|
The head may ask the appellant
to present the facts in person to the appeals committee if necessary or
if so desired by the appellant.
|
|
The appeals committee may
ask any of the staff, auditors, and group for the facts to help in
discharging the appeal based on facts.
|
|
The appeal committee gives
its recommendation to the Chairman of the advisory board for necessary
action to discharge the appeal to the satisfaction of the appellant.
The Chairman will give the decision on the appeal based on the
recommendation by the appeals committee. The decision of the Chairman
of the advisory board in this regard will be final.
|
|
The progress of
investigation and the outcome shall be informed to the appellant to the
extent required. A formal notice of the completion of the appeal handling
process shall be sent to the appellant.
|
