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