Support
Complaint, Appeals(ISO)
▷ Appeals
1) Appeals of certification results.
2) Appeals of certification suspension or withdrawing
3) Appeals of nonconformities
4) Appeals of audit costs
5) Appeals of rejection of certification applications
▷ Complaints
1) Dissatisfaction of certification outcome
2) Failure of client services for quality management system
3) Dissatisfaction of auditors’ qualification
4) Dissatisfaction of resolution clients may ask the Quality Control Manger to refer the matter.
5) Delay of issuing certification and resolution clients may ask
6) Complaints about a certain auditor
▷ Receiving Appeals and Complaints
1) All appeals and complaints are received by email, written letters or verbal messages. Only clarified client’s name and contact details shall be reported and received.
▷ Follow-up Actions
1) Records for all appeals, complaints and dispute, and its resolution
2) Decisions of resolution measures, root cause analysis, and corrective actions
3) Execution of corrective actions
4) Documentation and evaluations about effectiveness of corrective action taken
5) Division/section manager shall record all complaint investigation findings and the corrective actions taken
6) The complaints file shall be reviewed prior to each annual Management Review Meeting in order to determine any
trends and additional corrective actions required to prevent recurrence.
▷ Notification of Results
The Administrative Manager shall inform the client of the outcome of the appeals and complaints by letters or telephone. The written response shall include the outcome of the complaint, reasons for the decision, and any changes which have resulted from the complaint.
Surveillance Audit
ISO/IEC 17021
The audit programme for the initial certification shall include a two-stage initial audit, surveillance audits in the first and second years following the certification decision, and a recertification audit in the third year prior to expiration of certification. The first three-year certification cycle begins with the certification decision.
Surveillance audits
Surveillance audits shall be conducted at least once a calendar year, except in recertification
years. The date of the first surveillance audit following initial certification shall not be more than 12 months from the certification decision date.
It can be necessary to adjust the frequency of surveillance audits to accommodate factors such as
seasons or management systems certification of a limited duration (e.g. temporary construction site).
Recertification audit
Recertification audit activities may need to have a stage 1 in situations where there have been significant changes to the management system, the organization, or the context in which the management system is operating (e.g. changes to legislation)
When recertification activities are successfully completed prior to the expiry date of the existing certification, the expiry date of the new certification can be based on the expiry date of the existing certification.
Short-notice audits
It may be necessary for the certification body to conduct audits of certified clients at short notice or unannounced to investigate complaints, or in response to changes, or as follow up on suspended clients.
