Appeals

1. Appeals regarding certification results.
2. Appeals related to certification suspension or withdrawal.
3. Appeals concerning nonconformities.
4. Appeals regarding audit costs.
5. Appeals against the rejection of certification applications.
   
   

Complaints

1. Dissatisfaction with the certification outcome.
2. Issues with client services for quality management systems.
3. Concerns about auditors’ qualifications.
4. Dissatisfaction with the resolution process, where clients may request the Quality Control Manager to escalate the matter.
5. Delays in issuing certification, with clients having the option to escalate the issue.
6. Complaints about a specific auditor.
   
   

Receiving Appeals and Complaints

1. All appeals and complaints are accepted via fax, email, written letters, or verbal messages. Only the client’s name and contact details will be reported and received.
2. If appeals or complaints are related to certification issues, the recipient will initiate a Preventive/Corrective Action Request (FP09-01) and report to the Administrative Manager.
   If appeals and complaints are submitted through the ACQ website and are simple, the receiver will respond directly to the complainant.
3. All necessary actions will be taken to ensure the confidentiality of information gathered during the complaint investigation.
   
   

Follow-up Actions

1. Record all appeals, complaints, disputes, and their resolutions.
2. Document decisions on resolution measures, root cause analysis, and corrective actions.
3. Implementation of corrective actions.
4. Documentation and evaluation of the effectiveness of corrective actions taken.
5. Division/section managers are responsible for recording all complaint investigation findings and corrective actions taken.
6. The complaints file will be reviewed before each annual Management Review Meeting to identify any trends and determine additional corrective actions to prevent recurrence.
   
   

Notification of Results

The Administrative Manager will inform the client of the appeal or complaint outcome via letter or phone. The written response will include the outcome, reasons for the decision, and any changes resulting from the complaint.