Appeals and complaints

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Appeals

An appeal is a formal record of dissatisfaction by a client about the (process towards the) result of a certification or verification decision.

Upon receipt of an appeal, CertifyPoint will be responsible for all decisions at all levels of the appeals-handling process. The certification / verification body shall ensure that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification / verification decisions.

Activities

  1. Appeals may be received by every employee, by mail, fax, e-mail or orally. Appeals are required to be submitted in writing, to the attention of the director. 
  2. Upon receipt of an appeal the management assistant will register the appeal in the Appeal register. Appeals will be supplied to the director. The director will as soon as possible (through the management assistant) send a letter or e-mail as confirmation of receipt and consideration to the appealing party. 
  3. The director will have the background and/or cause of the appeal investigated by an employee or employees who is/are independent of the case in concern (and hence have not been involved with the certification or verification audit and the decision process) Within four weeks the findings will be reported to the director. 
  4. The report will be used to develop recovering / corrective proceedings, which have to include measures for recovery of certification or verification as soon as possible, prevention of repetition and the assessment of the effectiveness of the applied recovering / corrective measures. 
  5. Within four weeks after confirmation of reception the director will send the sender a letter with the proposed solution. 
  6. In cases where application of the steps mentioned above does not lead to an acceptable solution or if the presented procedure is unacceptable for the appealing party or other parties involved, the director will report the appeal to the department of juridical matters (Juridische Zaken, or JZ). JZ acts as coordinator and composes an arbitration committee. The members of the arbitration committee will have to be accepted by both parties, by which the impartiality of the judgment can be guaranteed. The complainant formally presents his case, after which the arbitration committee will formulate a written declaration of the findings, decision, and motivation. This decision of CertifyPoint is binding for all parties. 
  7. CertifyPoint maintains files and records of all appeals related to the certification and the verification, as well as recovery actions. Among other things this is used for analysis during management reviews.

Complaints

Activities

  1. Complaints may be received by every employee, by mail, fax, e-mail or orally. The employee is required to report the complaints to the management assistant. 
  2. Upon receival of a complaint the management assistant will register the complaint in the complaint register. The complaint will be supplied to the director. The director will send (through the management assistant) a letter or e-mail as confirmation of receipt and consideration to the complaining party. Upon receipt of a complaint, the director will confirm whether the complaint relates to certification or verification activities that he is responsible for and, if so, will manage it. If the complaint relates to a certified client, then examination of the complaint will consider the effectiveness of the certified management system.
  3. The director will have the background and/or cause of the complaint investigated by an employee or employees who is/are independent of the case in concern (and hence have not been involved with the certification or verification audit and the decision process). Within four weeks the findings will be reported to the director. 
  4. The report will be used to develop recovering / corrective proceedings, which have to include measures for recovery of certification or verification as soon as possible, prevention of repetition and the assessment of the effectiveness of the applied recovering / corrective measures. 
  5. Within four weeks after confirmation of reception the director will send the sender a letter with the proposed solution. 
  6. In case application of the steps mentioned above does not lead to an acceptable solution or if the presented procedure is unacceptable for the appealing party or other parties involved, the complainant will be offered the possibility to initiate an appeal. 
  7. In discussion with the client involved, the complainant and CertifyPoint will be determined whether and to which degree the complaint and the selected solution will be made publicly known. 
  8. CertifyPoint maintains files and records of all appeals related to the certification and the verification, as well as recovery actions. Among other things this is used for analysis during management reviews

Confidentiality

Activities

  1. EYCP is responsible for managing information obtained or created during the performance of certification activities.
  2. EYCP shall inform client of any information that it intends to put in public domain. All other information, except for information that is made publicly accessible by the client, shall be considered confidential.
  3. Except as required in ISO/IEC 17021, information about a particular certified client or individual shall not be disclosed to a third party without the written consent of the certified client or individual concerned.
  4. When required by law or authorized by contractual arrangements (such as with the accreditation body) to release confidential information, the client or individual concerned shall, unless prohibited by law, be notified of the information provided.
  5. Information about the client from sources other than the client (e.g. complaint, regulators) shall be treated as confidential.
  6. Personnel, including any committee members, contractors, personnel of external bodies or individuals acting on the EYCP's behalf, shall keep confidential all information obtained or created during the performance of the EYCP's activities except as required by law.
  7. The audit team members are required to sign a confidentiality statement before commencing the audit activities for particular client.

Use of certification marks

Activities

  1. The use of EY CertifyPoint's certification mark, possibly in combination with the accreditation mark of the Dutch Accreditation Council [Raad voor Accreditatie], requires the prior written permission of the Managing Director of EY CertifyPoint
  2. The certification and accreditation marks may be used in letters and other documents to the extent that such documents relate to the certified activities. The same rules apply to the use of the certification and accreditation marks in digital documents, such as websites provided it is hyperlinked to (http://www.ey.com/GL/en/Services/Specialty-Services/CertifyPoint). The logo is not be used in an individual email signature block.
  3. The certification and accreditation marks may only be used in documents in combination with the certified organisation's logo and/or name. The certification and accreditation marks may not draw more attention than the organisation's logo or name. The logo may not be altered in any way except for size.
  4. Certified organisations may use the certification and accreditation marks in promotional material if that material refers to at least some of the certified activities. Any misleading reference whatsoever must be avoided. Accordingly, it must be clear which activities do and which activities do not come under the scope of the Certification. Logos and marks may only be used until the certification is valid – upon suspension, expiration or withdrawal of certification, the marks/ logo may not be used in any way.
  5. Certified organisations may use the certification and accreditation marks in letters. Proposals or offer letters, etc., that do not exclusively relate to certified activities may bear the certification and accreditation marks, provided that such documents clearly show which services are certified and which are not. This also holds true for the documents dispatched together with such documents. If the certification and accreditation marks are used in a proposal or offer, etc., that relates exclusively to activities beyond the certified scope, the following sentence must be included in the document unchanged: "EY CertifyPoint's Certification does not apply to the activities specified in [this letter]." The name of the document (proposal, offer, etc.) must be stated instead of "[this letter]".
  6. The use of the certification and accreditation marks in business cards of staff of certified organisations is not permitted.
  7. To the extent applicable to system Certification, the certification and accreditation marks may not be used on products or packaging of products, or on related products.
  8. The use of the accreditation mark in reports and in Certificates of certified calibration and test laboratories and inspection institutions is excluded.
  9. EY CertifyPoint will be entitled to check the use of the certification and accreditation marks at any time against the rules laid down in this section. The certified organisation must render its co-operation in such checks.
  10. The use of EY CertifyPoint's certification mark by organisations that do not have a valid EY CertifyPoint Certification qualifies as misuse. The use of the mark without permission by organisations with a valid Certification also qualifies as misuse. In the event of misuse, EY CertifyPoint will take the measures available to it, such as corrective action, revocation of the Certificate, publication of the violation or legal steps.
  11. Certified organizations may not assign, sublicense or otherwise transfer any rights to use the Logo/ marks to any third party, and acknowledge and agree that any such attempted transfer would be void and unenforceable.
  12. Upon termination of EY CertifyPoint's accreditation, the authorisation to use the accreditation mark will end.