This procedure is relevant both for testing (ISO 17025) and product certification (ISO 17065).
- COMPLAINTS PROCEDURE
The process for raising and resolving complaints is as follows:
1.1 The complaints could be submitted verbal and in writing to one of the persons listed on the web contact page, www.applicatestandcert.no/contact, or in writing to firstname.lastname@example.org.
1.2 When a complaint is not formally submitted in writing (e.g. verbal complaint, complaint raised during meetings etc.) the complainant is advised of the need to submit the complaint in writing, in order to receive an official resolution of the complaint.
1.3 The receiver of the complaints will register details of the complaint in Applica Test & Certification QA Tasks registration database and General Manager will allocate the task (complaint) to the relevant Service Responsible who will start the process of investigation, including any recommendations and corrective actions required for the resolution of the complaint.
1.4 The General Manager shall inform the complainant that the action is taken and give a completion date for an official resolution of the complaint. In some cases it may be relevant with a more informal dialog with the complainant to understand the complaint and it’s background, and to find a suitable correction/agreement.
1.5 When decision is taken, the General Manager shall ensure that all parties involved in the complaint are promptly advised in writing, including the reasons for the decision(s) reached. The handling of the complaint and the conclusion shall be documented in the QA Tasks internal Applica Sharepoint application.
1.6 The General Manager who is not involved in the original test og certification processes shall review and communicate the outcomes of the complaint handling process to the complainant.
1.7 Complainants are also advised of Section 2 of this document if they wish to lodge an appeal.
2. APPEALS AGAINST COMPLAINT DECISIONS
The process for raising an appeal and handling of an appeal is as follows:
2.1 If a complainant is not satisfied with the outcome of a complaints process, a formal request to review the decision must be submitted in writing to General Manager of Applica Test & Certification AS within 30 days of receipt of the decision.
2.2 The General Manager shall inform the complainant that the action is taken and give a completion date for an official resolution of the appeal.
2.3 The General Manager shall register details of the appeal in Applica Test & Certification QA Tasks database in the status field for the relevant complaint and make the necessary arrangements for the “Impartiality and appeals committee” to handle the appeal.
2.4 When the “Impartiality and appeals committee” has made its conclusion to the appeal, the General Manager shall shall ensure that all parties involved in the appeal are promptly advised of the findings in writing, including the reasons for the decision(s) reached.
2.5 The General Manager shall make the necessary arrangements for corrections based on the conclusion made by the “Impartiality and appeals committee”.
3. CONFIDENTIALITY AND IMPARTIALITY
All persons involved shall take necessary measures to preserve the confidentiality, independence and impartiality obtained during all stages of the processes.
The “Impartiality and appeals committee” will evaluate procedures and processes with respect to confidentiality, independence and impartiality.