Complaint & Appeal Process

Objective:
GlobCertify Services Ltd. is committed to provide faultless service but as a service provider the complaint and appeal may be raised from customer end. To meet our objective providing customer support by perfect service, for any complaint and appeal from customer we want to consider as a means of improvement for the next process. We will consider a complaint as a serious issue and will be taken care, solve properly.

Scope:
The cause analysis, corrective action and preventive action plan is explained in this QP.

Reference:
• ISO/IEC 17021-1:2015

Responsibility:
Quality Manager or any other concern personnel will register the complaint and appeal received either by phone or mail or message in hand phone. Technical Manager will analyse the cause, corrective action and preventive action.

Procedure:
1. Any of our respected customer can do their compliant about the inspection, report, inspector/ inspectors within 7 (seven) workings days of field assessment and report receiving by
i. E-mail
ii. Written
iii. Phone
2. After receiving a complaint or appeal, the concern personnel will immediately register in the complaint form (REC-11.1) and pass it to Technical Manager for further action.
3. GlobCertify Services Ltd. will confirm the customer over email or written documents upon receiving the complaints or appeals by three days.
4. Technical Manager will check either the complaint or appeal is valid or not. If the complaint is invalid, it is immediately replied explaining the facts.
5. If the complaint or appeal is valid, it will register in a complaint record (GLOBCERTIFY-REC-11.2). Further analysis is done to find out the cause and source and the customer will be updated the status of it within two working days. Technical Manager will take the corrective action plan and implement the same as quick as possible.
6. Technical Manager will arrange the necessary steps to prevent such issue in future. If necessary the complaint or appeal will be placed to high authority for action taken.
7. This analysis is filed in the Complaint Record. Based on this the Management Review Committee take suitable action to prevent or reduce complaints and appeals.
8. GLOBCERTIFY will inform the client by written documents or email about the action shall have been taken of their complaints and appeals.
9. All procedural or document changes should be taken care as per the Document Control Procedure.

Record:
1. Complaint Register (REC-11.1)

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