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)
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.
An Administrative manager is appointed to handling Appeal handling, because he/she has no active part in the certification or audit activities.
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.
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
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.
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
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
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.
The key responsibility lies with Director Certifications
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.
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