- A client or other interested party may appeal a certification decision made by QMS, or make a complaint about QMS or one of its clients, by formally notifying QMS office in writing. The appeal should contain as much information as possible, describing the original certification decision and the reasons for the appeal.
- In the body of the communication, you would typically need to include the following elements:
Submission of Complaint/Appeal
The first step is to submit your complaint and appeal in writing, adhering to the QMS CS’s guidelines.
- Acknowledgment of Receipt
- The QMS CS should acknowledge receipt of your complaint and provide information on the next steps.
- Initial Review
- The QMS CS will conduct an initial review to determine if the complaint/appeal is valid and within the scope of their procedures.
- Investigation
- If the complaint/appeal moves forward, an investigation is conducted. This may involve reviewing documents, interviewing relevant parties, and examining the assessment process.
- Decision:
- After the investigation, the QMS CS will make a decision regarding the complaint/appeal. They should provide a detailed explanation of their decision-making process.
- Communication
- The decision, along with any actions to be taken, will be communicated to the complainant.
- Resolution
- If the complainant is satisfied with the decision, the process concludes. If not, there may be further steps, such as an additional appeal to a higher authority within the QMS CS or an external body.
- Record Keeping
- The QMS CS should keep a record of all complaints and appeals, including the actions taken and the final outcome.
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