Appeal

VCPL will have a documented process to receive, evaluate and make decisions on appeals.

VCPL will be responsible for all decisions at all levels of the appeals-handling process. VCPL will ensure that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions.

Submission, investigation, and decision on appeals will not result in any discriminatory actions against the appellant.

The appeals-handling process shall include at least the following elements and methods:

1. An outline of the process for receiving, validating, and investigating the appeal, and for deciding what actions are to be taken in response to it, considering the results of previous similar appeals;
2. Tracking and recording appeals, including actions undertaken to resolve them;
3. Ensuring that any appropriate correction and corrective action are taken.

VCPL when receiving an appeal will be responsible for gathering and verifying all necessary information to validate the appeal.

VCPL will acknowledge receipt of the appeal and will provide the appellant with progress reports and the outcome of the appeal.

The decision to be communicated to the appellant will be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal.                              

VCPL will give formal notice to the appellant of the end of the appeals-handling process.

 

Complaints:

VCPL will be responsible for all decisions at all levels of the complaints–handling process. Any complaint received by VCPL 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 AM and shall be recorded in the complaint register with its nature.

Submission, investigation, and decision on complaints will not result in any discriminatory actions against the complainant.

Upon receipt of a complaint, VCPL will confirm whether the complaint relates to certification activities that it is responsible for and, if so, will deal with it. If the complaint relates to a certified client, then an examination of the complaint will consider the effectiveness of the certified management system.

Any valid complaint about a certified client will also be referred by the certification body to the certified client in question at an appropriate time.

VCPL will have a documented process to receive, evaluate and make decisions on complaints. The process will be subject to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.

The complaints handling process will include at least the following elements and methods:

a) An outline of the process for receiving, validating, investigating the complaint, and for deciding what actions are to be taken in response to it;

b) Tracking and recording complaints, including actions undertaken in response to them;

c) Ensuring that any appropriate correction and corrective action are taken.

VCPL receiving the complaint is responsible for gathering and verifying all necessary information to validate the complaint.

Whenever possible, VCPL will acknowledge receipt of the complaint and will provide the complainant with progress reports and the outcome.

The decision to be communicated to the complainant will be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the complaint.

Whenever possible, VCPL will give formal notice to the end of the complaints-handling process to the complainant.

VCPL determines, together with the client and the complainant, whether and, if so, to what extent, the subject of the complaint and its resolution will be made public.

If the complaint is found to be correct and of such magnitude that might affect our reputation as well as of ISO standard’s reputation, the client is issued verbal notice to justify or rectify its deficiency within 7 days. In case the dispute is not resolved, a written notice of suspension of certificate is issued stating all the facts and requesting resolution of an issue within 14 days. When the deficiency is not eliminated within the agreed time, the suspension of the certificate is extended for 6 months or till the next surveillance audit, whichever is earlier.

If the deficiency is not removed by the due date, the certification is withdrawn and information is posted on the website. The Complainant is kept updated about the action taken subsequent to their complaint. Relevant information is provided to the accreditation body.