Procedure for dealing with complaints / appeals
Each appeal or complaint shall be written on the form (provided to claimant by QSCert) or as an individual document elaborated by claimant. Within 14 days QSCert shall inform the claimant about the way of complaint solving or about the steps, which shall be done for complaint review and the time horizonts.
In a case of the third party appeal against the management system of organization certified by the certification body QSCert, Director of certified company, for which the appeal is addressed, is contacted. Consequently the justness and reasons of complaint are verified and if necessary the short-notice audit is instructed. In a case of complaint justness and its importance QSCert can suspend/withdraw the certificate.
QSCert informs claimant about the final complaint solution.