Complaint Handling Process

INTERCERT maintains a procedure of complaints and appeals on the website, and all interested parties may register any complaints and appeals.

All complaints or appeals can be registered officially by INTERCERT website, phone and fax, for all such complaints

INTERCERT will be responsible for all decisions at all levels of the complaint handling process.

Submission, investigation and decision on complaints wil not result in any discriminatory actions against the complainant.

INTERCERT, Upon receipt of a complaint, will confirm if the complaint relates to certification activities that it is responsible for and, if so, will deal with it. If the complaint relates to a certified client, then examination of the complaint will consider the effectiveness of the certified management system..

Any valid complaint about a certified client will also be referred by the certification body to the certified client in question at an appropriate time.

INTERCERT has a documented process to receive, evaluate and make decisions on complaints. This process is subjected to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.

The complaints-handling process includes at least the following elements and methods:

  • An outline of the process for receiving, validating, investigating the complaint, and for deciding
  • What actions need to be taken in response to it;
  • Tracking and recording complaints, including actions undertaken in response to them;
  • Ensuring that any appropriate correction and corrective action are taken.

On receiving the complaint INTERCERT will be responsible for gathering and verifying all necessary information to validate the complaint.

Whenever possible, INTERCERT will acknowledge receipt of the complaint, and provide the complainant with progress reports and the result of the complaint.

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

Whenever possible, INTERCERT gives formal notice of the end of the complaints- handling process to the complainant.

INTERCERT determines, together with the certified client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution will be made public.


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