Upon receipt of a complaint, EACS / Partner CB confirm whether the complaint relates to Certification activities that are responsible for and if so, will be deal with it accordingly. If the complaint relates to a certified client, then examination of the complaint will consider the effectiveness of the certified management system.
Any complaint about a certified client will also be referred by EACS / Partner CB to the certified client in question within 30 days.
All complaints shall be received by the secretariat and forwarded to Manager Technical and take the appropriate action on the complaint. After taking the action Manager Technical shall be responsible for communicating the things to the complainer. This process is subject to confidentiality; all people involved in this process will keep all information confidential.
The complaint handling process will include at least the following element and methods but not limited to:
(a) All complaints shall be received by the Manager Technical. Upon the receipt of complaint, Manager Technical validates the complaint. If the complaint is valid and need investigation, he arranges the necessary action for it. In case the complaint is not valid then he communicates with the complainer and find out the true story. Once investigation and other discussions are over, which he felt necessary to undertake, then he makes decision takes necessary action, accordingly.
(b) All records for tracking, decision and actions to resolve the complaints are being kept by the secretariat. All records of the complaints shall be maintained in the non-conformity register. (c) Top management ensures that appropriate correction and corrective action are taken. If complainer is not satisfied by the action taken, then dispute on the action may be filled.
Upon receipt of complaints EACS / Partner CB secretariat acknowledges the same to complainant and communicates with the progress report and the outcome of the same.
The decision made on complaints are reviewed and approved by individual(s) not previously involved in the subject of the complaint.
EACS / Partner CB give formal notice to the complainant at the end of the complaint handling process and together with the client and the complainant determine whether and to what extent the subject of the complaint and its resolution will be made public.