Complaint and Appeal

Complaints Handling

1. Purpose
The purpose of this procedure is to describe handling of complaint, validating the received from the client and from other parties.

2. Scope
This procedure covers all complaint received at Organization by any means, like written, verbal, e–mail etc. It also includes adverse findings during Audit.

3. Responsibility

  • Quality Manager/CEOis responsible for receiving the complaint and appeal from the clients / other parties. They in consultation with the Auditor are responsible for handling, validating and analysis of the complaint to the satisfaction of the clients / other parties.
  • Quality Manager/CEOis responsible for closing of complaint to the satisfaction of client / other parties.
  • Quality Manager/CEOis responsible handling and analyzing the complaint by back–up records. Auditor assists him in analyzing the complaint.

4. Description of Activity
 * Madre has this documented procedure to receive, evaluate and make decisions on complaints and appeals.

 4.1. Receipt and validating complaint and appeal

  • Complaint received from client / other parties by any means or by any one is first of all recorded in the Complaint and appeal register. After that complaint and appeal report is prepared with the details of;
    • Complaint and appeal sr. No.,
    • Mode of receipt
    • Received by,
    • Name of client / other parties,
    • Description of complaint,
    • Reference of Audit services against, which complaint and appeal is raised along-with the reference of Audit date, 
  • Client / other parties’ complaint and appeal report are issued to the Auditor for analyzing the root cause.
  • Auditor / Quality Manager validates the complaint after checking necessary back–up records or personal interview of the Auditor / Audit Personals (who were involved in to job).

  4.2. Classification of the client feedback and complaint and appeal

  • Client complaint and appeal and client feedbacks are classified according to their cause. The purpose is to allow for better tracking of trends and evaluating improvements in specific domains. Possible causes are:

    • Suspected results
    • Late result reporting
    • Problems with communication and response
    • Complaint and appeal regarding business practices, publicity, etc,
    • Problems in Audit services provideded 

 4.3. Handling of Client Complaint
     Quality Manager and the function responsible for the complaint and appeal, decide how to respond to the client and, when applicable, what needs to be done to correct the problem for the client (re–Audit, hold a meeting, etc.). The client is informed of this decision. Quality Manager review every client complaint and appeal, root cause is analysed and corrective action is taken. The same is recorded in the client complaint and appeal report.

4.4. Analysis of Compliants

  • Quality Manager reviews the complaint for;
    • Delay in submission of Audit report / certificate,
    • Wrong reporting / variation in reporting,
    • Audit not carried–out as per the contract,
    • Audit is not carried–out in time,
    • Inadequate error in reports,
    • Any other problem identified by the client / other parties, 
  • Client / other parties complaint and appeal is analyzed for the root cause. After identification of root cause the necessary actions are taken to resolve the complaint and appeal.
  • Client / other parties are replied accordingly. Also necessary actions are taken at client / other parties’ end, if required to resolve the complaint and appeal. Considering seriousness of complaint and appeal, Quality Manager or their nominee may visit the client / other parties, wherever required. Based on his feedback the complaint and appeal is closed by Technical Co-coordinator / Quality Manager.

4.4. Closing of Compliants

  • Depending on the nature of the non–conformity, the Quality Manager may follow up with requests for corrective actions. When the investigation of client complaint and appeal determines that remote operation or other external organizations contributed to the complaint and appeal, the Quality Manager or his delegate contacts these organizations and provides them with all relevant information.
  • Every client complaint is recorded. The records are maintained by theQuality Manager. When there are copies of written communication, reports and other documents related to a complaint and appeal, these records are organized into a file and  are identified with the complaint and appeal number and also having records of the corresponding corrective or preventive actions. The records of investigations that concern product quality or other test characteristics are maintained by Quality Manager. Based on analysis of Client / Other Parties complaint and appeal, necessary actions are taken and client is replied for closing the complaint and appeal. Management Representative identifies need for taking corrective to prevent such complaint and appeal in future and accordingly concerned person is informed.
  • All the complaint received by Organization will be closed within 15 working days after receipt of the complaint and appeal. CEO / Quality Manager is authorized for closing of complaint.
  • The decision to be communicated to the complainant or appellant shall be made by, or reviewed and approved by, individual(s) not involved in the original Audit activities.

5. APPEALS
Responsibility– CEO/ Managing Directoris responsible for closing appeal to the satisfaction of client / other parties.

 5.1. The appeals handling documented process covering receiving, evaluating and making decisions on appeals is carried out as described in the following clauses

  1. Any client or interested party is entitled to appeal in writing, but the appeal must be justified in respect of the following
    (i) Non acceptance of client’s application for certification (ii) granting, suspending, refusing, withdrawing or denying of certification.
  2. MADRE provides the client with guidance on how to appeal and direct to the standard business terms described in Certification Agreement.  Appeal form has to be filled by the appellant and forwarded to MADRE.
  3. CEO of MADRE, shall take care of the appeal received from any client/appellant
  4. A written or electronic acknowledgement is given to the appellant within 5 working days All appeals are to be addressed within 60 days from the receipt of the appeal.
  5. The Top Management, in the interest of both the parties, shall contact the client to clarify the matter and settle the appeal amicably.  If he succeeds in his attempt to settle the matter he will inform the client of the result. For any decision in between the final outcome of the result the client will be intimated from time to time.
  6. All the progress and results of various stages will be communicated to the client in Writing or through electronic media

  7. MADRE gives formal notice to the appellant of the end of the appeals-handling Process.

 5.2. MADRE ensures that submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant

5.3.  MADRE receiving the appeal is responsible for gathering and verifying all necessary information to validate the appeal. All appeals are reviewed by the appeal panel constituted by managing director for each appeal. The appeal panel contains at least two members from the MADRE’s auditor panel who have not been part of the audit and also not involved in certification decision or involved in the subject of the appeal. For appeal against the decision of the Managing Director the matter is referred to the Spokesperson of the impartial committee for constituting the panel and taking the decision. The spokesperson may, if required, delegate arbitration to one or more of the members of the Impartiality Committee.  In this case, the decision made by the spokesperson or the member nominated by him shall be binding on MADRE.      

5.4.  The Meeting of Appeal Panel shall be held with 30 days of the receipt of notification from the applicant with one week prior notice of the time and place of Appeal Panel meeting.

5.4.  The Meeting of Appeal Panel shall be held with 30 days of the receipt of notification from the applicant with one week prior notice of the time and place of Appeal Panel meeting.

5.5. The appeal panel investigates the appeal by looking into the records and / or talking to the appellant and MADRE and takes a decision taking into account the results of any previous such appeals. Based on the decision of the appeal panel MADRE initiates appropriate correction and corrective action. The decision to be communicated to the appellant is made by, or reviewed and approved by the panel not previously involved in the subject of the appeal. A copy of the report along with supporting documents will be submitted to the Impartiality Committee for review and records.

5.6. MADRE gives formal notice to the appellant of the end of the appeals handling process

Quick Navigation