Procedure for Appeals

4.1.1 Objectives

Basic intent of this procedure is to establish a guideline for receive, evaluate and make decisions on appeals at BQSR Quality Assurance Pvt. Ltd. (BQSR)

4.1.2 General

The BQSR has incorporated the communication method for acknowledge receipt of the appeals and providing the appellant with progress reports and the outcome.

The decision to communicate to the appellant made by, or reviewed and approved by, individuals(s) not previously involved in the subject of the appeal.

4.1.3 Responsibility

An Administrative manager is appointed to handling Appeal handling, because he/she has no active part in the certification or audit activities.

4.2 Receiving

Any appeal received at BQSR is received by the Administrative Manager who records the same into Appeal form; Access to these documents is restricted to the administrative manager only. Acknowledgement of the appeal is given to the appellant by email without any delay after submission of appeal.

4.3 Appeal Handling Process
4.3.1 Investigation

The Appeal Committee is formed for the investigation of the appeals received at BQSR. After the proper investigation the report is submitted by the committee to the Administrative manger. Managing director approves the decision of what actions to be taken in response to it. It is ensured that the person involved in appeal handling process is having no involvement in audit or certification decision. The committee has to investigate the root cause of the conflict which cited the applicant for appeals. The committee has to submit the report of investigation within the fifteen working days before the Managing Director / Director Certifications

4.3.2 Tracking and Recording

After the investigation is completed a meeting is called upon for decision or action in response to the appeal. The decision of what actions to be taken in response appeal investigation are by the Administrative Manager. Reference of previous same appeals can be taken to take the proper decision on the appeal. The decision reviewed, approved or made the individual not previously involve in the subject of the appellant.

The actions decided are incorporated within the agreed time frame and the responsibility of the actions is clearly indicating the responsible person to carry out the same.

Administrative manger ensures that the correction, corrective action is taken by the concern person and record of the same are maintained.

4.4 Decision and Actions

The BQSR is responsible for all decision at all levels of the appeals handling process. The decision taken by the administrative officer in consultation with the Appeal committee is brought in the review meeting in front of the Managing Director for approval. The appropriate actions suggested for after investigation on the appeal are noted and Administrative manger ensures that the corrections and corrective and preventive actions are taken by the concern department or person.

Decision is documented on appeal form

4.5 Communications to Appellant

Progress of the appeal handling process is conveyed to the appellant through progress report. The administrative manager informs outcome of the appeal handling process after end to the appellant in the written form that the appeal process is ended up and the result are conveyed to him.

Appeal Form – BQSR/F/41

Appeal Committee - BQSR/F/40

Procedure for Complaint Handling

4. Requirements of the Procedure
4.1 Objective

To enable and facilitate to receive, evaluate and make decision on complaint. This process is be subject to requirements for confidentiality; as it relates to the complaint and to the subject of the customer complaint handling, reference ISO 10002.

4.2 Responsibility

The key responsibility lies with Director Certifications

4.3 Execution
  • Complaints can be sent to BQSR on complaints@bqsrcert.com
  • Upon receipt of the complaint, The BQSR confirms whether the complaint relates to certification activities that it is responsible for and, if so, deals with it.
  • If the complainant relates to a certified client, then examination of the complaint considers the effectiveness of the certified management system.
  • Any complaint about the certified client is referred by the BQSR to the certified client in question at an appropriate time which is not more than two weeks from the date of receipt of the complaint to BQSR.
  • BQSR has process outlined below for receipt, evaluate and make decisions on complaints are as.
  • Director Certifications is responsible for receiving the complaints. He receives the complaint from customer through emails, letters, telephonic or in person.
  • Record the complaint into customer complaint register
  • Whenever possible The BQSR acknowledges the receipt of the complaint, and provides complaint with progress report and the outcome.
  • Upon receipt of the complaint, The BQSR confirms whether the complaint relates to certification activities that it is responsible for and, if so, deals with it, if the complainant relates to a certified client, then examination of the complaint considers the effectiveness of the certified management system.
  • Root cause analysis is done to identify the causes of the Customer complaints.
  • Decide the possible corrective action.
  • Analyse whether the action decided is correct action or any further correction is possible.
  • Take the necessary corrective action
  • Ensure the effectiveness of corrective actions taken.
  • Description of the complaint-handling process is publicly accessible through website www.bqsrcert.com.
  • The Review of customer complaint has to be done by the person independent of the activity or area being complaint by the customer to BQSR.
  • Whenever possible BQSR gives formal notice of the end of the Complaint- handling process to the complainant.
  • BQSR is responsible for gathering and verifying all necessary information to validate the complaints.

The decision to be communicated to the complainant is made by or reviewed and approved by individual(s) not previously involved in the subject of the complaint.

The BQSR determines together with the client and the complainant whether and if so to what extent, the subject of the complainant and its resolution is made public.

4.4 Records
Sr. No. Description Ref. No.
1. Complaint Register. BQSR/F/35