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NQAQSR CERTIFICATIONS

NQAQSR was established in 1992, as a training & certification body to assist organizations in India in their march to obtain quality systems certification with the the timely auditing services. Since then it has provided most economical certification to over 2800 companies comprising major public sector undertakings as well private sector enterprises both in manufacturing & service sector.
CERTIFICATIONS

> ISO 9001:2008
> ISO 14001:2004
> OHSAS 18001:2007
Sunday, 20 May 2012

Complaints Procedure

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This procedure is established to ensure that complaints (including appeals) are processed and addressed in an orderly and timely manner. We appreciate any feedback that may help us to improve our work. All complaints are taken seriously, and we will do our utmost to perform according to what is expected from us

 

 

The process is valid for any complaint raised by a customer, potential customer or any stakeholder at large who have objection to our services, our decision in a certification process or way of operation.
A complaint is any objection to how we deliver our services and content of the services, how we organize and administer our work. This includes appeals on decisions made by NQAQSR, e.g. withdrawal of certificates, response to previous complaints. (A complaint may have started as a dispute between NQAQSR and a customer.)
PROCEDURE
A complaint shall always include as a minimum:
• Name of the person filing the complaint
• Company name (if relevant)
• Post address and/or e-mail address
• Reference to service, office, area etc.
• The reason for the complaint

 

 

Initiation
A written complaint can be sent either as e-mail or by letter. For post and e-mail addresses see last chapter of the procedure.

 

 

Initial handling
All complaints will be logged at the place of handling.
A person responsible for the handling of the complaint will be appointed.
An initial response will be sent to the complainant within 10 working days.

Actions taken
The person responsible for handling the complaint shall organize an analysis and decide if an immediate or corrective action is needed.
For recurring cases from the same complainant and for appeals impartial personnel will be used when applicable.

Written resolution
A written response to the complainant shall be prepared and forwarded.
The complainant shall be informed about possibility to escalate a complaint in case the response is not satisfactory.

Confidentiality
Complaints addressing the performance of one of our customers will be forwarded to the customer for their considerations and response. All other complaints will be kept confidential unless otherwise agreed with the complainant.

Addresses
Unless a contact person is known for the complainant please contact us at the following address:
NQAQSR Certification Pvt. Ltd., 107/55, 1st Floor, Madhuban Building, Nehru Place, New Delhi – 011719 (India)

 

1. Application Review

 

The Application received from the client shall be reviewed by AM to establish the
following:

 

  • The desired scope of the certification:
  • The general features of the applicant organization, including its name and the address(es) of its physical location(s), significant aspects of its process and operations, and any relevant legal obligations:
  • General information, relevant for the field of certification applied for, concerning the applicant organization, such as its activities, human and technical resources, functions and relationship in a larger corporation, if any:
  • Information concerning all outsourced processes used by the organization that will effect conformity to requirements:
  • The standards or other requirements for which the applicant organization is seeking certification.
  • Information concerning the use of consultancy relating to the management system.

The AM shall assess the code of certification and ensure that it is within the scope granted by the accreditation body to NQAQSR. The capability of NQAQSR shall also be verified for undertaking the assignment.

 

2. Contract Review
On acceptance of NQAQSR’s quotation by the client and receipt of Application Form duly filled up, AM shall carry out contract review.
The review shall re-evaluate the following:

 

  • SIC Code (2009) allocation in respect of company’s scope of registration.

And verification to determine if the scope falls within the range of scope granted to NQAQSR by the accreditation bodies.

  • Scope of registration
  • Applicable Standards of ISO 9001/ISO 14001/ OHSAS 18001
  • Costs.
  • Availability of auditors and the required competency for initial assessment and subsequent audits.
  • Any variations with respect to original application any known difference in understanding between the NQAQSR and the applicant organization shall be resolved.

 

The records of application review and contract shall be maintained in the client file.
A copy of the Application form for registration and quotation shall be sent to NQAQSR Certification Pvt. Ltd.