APPEALS
In the event of an appellant, Certified Company or any interested party, wish to appeal against any decision of NQAQSR, he shall, within 14 days after having been officially informed of such a decision, give notice in writing to NQAQSR 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 out come
On receipt of such an appeal, the Scheme Manager, shall advise the Board of Directors and the Experts Committee of the details of the appeal received. The Board of Directors will proceed to constitute an independent Appeals Panel in each case in consultation with the Experts Committee. The Appeals Panel will comprise of a Chairman who will be assisted by two members of the Experts Committee 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 previously involved in the decision appealed against.
The meeting of the Appeal Panel shall 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 NQAQSR is to remain in force.
COMPLAINTS
ADMINISTRATION OF COMPLAINTS:
Any complaint received by NQAQSR in writing or by e-mail or telephone in respect of its functions as a certification body or a company certified by it, shall be fully reviewed by the CEO and shall be recorded in the complaint register with its nature.
If the complaint relates to the certified client:
a) CEO must ensure that the effectiveness of the certified management system is checked by competent auditor(s), who were not involved with the client previously.
b) The letter in question is sent to certified client within 14 days of receiving of complaint and recorded in the complaint register. If the complaint is about certified client management system.
c) The CEO ensures that the effectiveness of the certified management system is checked by competent auditor(s)/person(s) who were not involved with the client previously.
d) The concerned auditors may be summoned to confirm the facts if it relates to certification activity.
e) After root cause analysis, method to eliminate cause of complaint would be arrived at and suitable corrective and preventive measures instituted.
f) If the complaint is against an officer of NQAQSR including CEO then it will be investigated by the chairman of the Expert committee.
CEO will
a) Verify the promptness and effectiveness of the actions. Taken in respect of the complaint received ensure its prompt disposal.
b) Ensure that the complainant is advised of the result of the investigation within six weeks of the receipt of the complaint.
c) All complaints, after redressed & disposal, shall be closed through a closing note / closing call by the Scheme Manager.
d) Where applicable, certification will be restored as quickly as possible.
e) Ensure that suitable preventive action is taken to avoid recurrence of such cases.
f) Ensure that Effectiveness of the measures adopted are covered during the Management Review Meeting
g) The entire process to be followed meets 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.
h) Gather and verify all necessary information to validate the complaint.
i) Ensures that the acknowledgement of receipt of the complaint is sent to the complainant and is informed about the progress and outcome of the result in writing every month till its closure.
j) Ensures that the decision communicated to the complainant is made reviewed and approved by the individual(s) not previously involved in the subject of the complaint.
k) Give formal notice of the end of the complaints-handling process to the complainant.
l) Ensures with the client and the complainant to the extent to which complaint may be made publicly available.