Complaints Against ISOQAR Personnel
Complaint can initially be either verbally or in writing. Every endeavor should be made to deal with the issue raised immediately at point of contact or by allocating to the Manager Operations or most appropriate member of staff who will be requested and be responsible for gathering and verifying all necessary information to validate the complaint. They will become the owner of the complaint. The person undertaking the investigation will be independent and not be the subject of the complaint.
Complaints may be:
Internal in nature – raised by an ISOQAR staff member with regard to internal service, operations or employee performance
• External in nature- raised by ISOQAR clients, suppliers or other affiliated organizations
• Complaints raised by certified client’s customers / stake holders or other interested parties. In such cases the certified client will be contacted by ISOQAR at an appropriate time.
If a client has a complaint regarding any employee of ISOQAR, this should be sent in writing to the CEO of ISOQAR Pakistan If the complaint involves the CEO, then the complaint is to be addressed to the Appeal/Complaint Committee of ISOQAR or Impartial. The complaint shall be handled as per ISOQAR’s defined complaint handling process.
Complaints against ISOQAR certified clients
If any interested party has a complaint against ISOQAR certified client, this should be sent in writing to the CEO of ISOQAR Pakistan at the Head Office address. The complaint shall be handled as per ISOQAR’s defined complaint handling process.
If the complaint relates to a certified client, then examination of the complaint will consider the effectiveness of the certified management system.
Complaint Handling Process:
Complaints are handle as following:
- Complaint Received
- Acknowledge Complaint
- Record Complaint
- Allocate Complaint
- Investigate Complaint
- Complain t Upheld
- Communication with client
- Update Complaint Record
In case the complainant is not satisfied with the resolution of the complaint, this can in the first instance be escalated/forwarded to the next most senior and appropriate person who will review the complaint and follow the process to the extent necessary to come to a satisfactory conclusion.
Appeals Procedure
Any company or organization who fails to satisfy an audit or surveillance may appeal against the decision. Client can also appeal when they have reservations regarding conduct of auditor, auditor impartiality / confidentiality, audit findings, certification committee decision and / or overall interaction with ISOQAR staff.
ISOQAR will not initiate any discriminatory action against the appellant.
Appeals received will be handled as per the following process: The CEO/MBD/MO as applicable will appoint the members of the appeals committee and whose competency will be determined at time of appointment through (F061B) under the leadership of CEO who will hear the appeal and determine the outcome. In case, CEO / MO is part of the audit/ certification team, Scheme Manager shall decide the investigating officer for the appeals process. In such a scenario MO shall approach Impartiality Committee to provide their inputs on the appeal. The decision on the appeal shall be taken based on the inputs by impartiality committee.
The committee will hear evidence from the client’s representative and the relevant Lead Auditor. The decision of the committee is final and binding on both the client and ISOQAR. No counter claims will be allowed by either party. No costs, for whatever reason, will be allowed for either party as a result of an appeal.
The actions in response of a complaint and appeal will be recorded by the Operations Manager and will be held under confidentiality and communicated to respective appellant/ complainant. Appeals will be handled as per the appeals handling procedure.