Complaints and Appeals

1. Complaint ProcessCQMI Quality Manager shall register all the written or verbal complaints within scope of services provided in Corrective action request form. Once the complaint is registered, an acknowledgement / the receipt are sent to the complainant within 2 working days. CQMI may also inform the progress of the resolution of the compliant, if required, in case of any delay in resolution. CQMI shall be responsible for decisions at all levels of compliant handling process. Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complaintant.

1.1 CQMI Quality Manager shall review the complaint whether it relates to certification activities that CQMI is responsible or whether a compliant relates to a certified client, which may require consideration of effectiveness of certified management system. Any compliant about a certified client shall also be referred by CQMI to relevant client under consideration.

1.2 CQMI shall be responsible to gather all the information about the compliant and verify its validity.

1.3 Analyse the root cause and identify the corrective actions needed within 15 days. Additional time may be considered for a specific complaint with justification, if required. 30 days is the maximum time frame after the first hearing or as decided in the first hearing as the target date for closure of the complaint.

1.4 If the complainant is not satisfied with the solution or if the time frame is exceeded the complainant may complain to the accreditation body.

1.5 The decision of the compliant shall be reviewed and approved by CQMI Quality Manager or by C.E.O who not involved in the subject of compliant.

1.6 CQMI Quality Manager Inform the client of the action taken and the resolution within 7 days of the completion of the action.

1.7 CQMI Quality Manager shall monitor effectiveness of corrective action and shall revise Quality System documents as required.

1.8 CQMI shall determine along with the client and complainant, the extent of subject complaint and resolution which can be made public.

1.9 Log of appeals and customer complaints shall be maintained by CQMI.

2. Appeal Process

2.1 CQMI shall provide certification services as per documented procedures, meeting the requirements of accreditation criteria with focus on impartiality, competence, responsibility, openness and confidentiality during all stages of service delivery.

2.2 However, appeals received from interested parties against decisions taken by CQMI during its certification services delivery and associated processes shall be handled in non-discriminatory manner by an independent committee. CQMI shall be responsible for decisions at all levels of appeal handling process. Submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant.

2.3 Appeals and complaints handling committee of CQMI shall comprise C.E.O, & Quality Manager, and a member of Committee of Impartiality. CQMI may associate with a Technical Expert and or a legal advisor who can be the member of the committee, if required. Quality Manager shall also be the coordinator for the appeals committee.

2.4 No member of the appeals committee shall be a member of the audit team or worked as a technical team for a specific client for which appeal has been registered such that the appeals handling process of CQMI is independent of its certification process of the specific client.

2.5 The appellant must have provided complete information giving substantial grounds for appeal within the specified time scales. Provided these criteria are met, the appeals are recorded.

2.6 Both the appellant and the relevant CQMI personnel shall be entitled to be heard in confidence.

2.7 Appeals shall be registered by Quality Manager with all details and acknowledgement will be sent to the appellant within 7 working days. Register shall be updated with the action undertaken to resolve appeal upon completion of all the activities.

2.8 Appeals committee shall review the appeal and discuss the circumstances necessitating the client to appeal and conclude the findings based on the merit of each appeal and previous similar appeal.

2.9 A predetermined date shall be decided for the hearing and the appellant’s representative informed of the hearing date to enable them to nominate a representative. Appellant’s representative shall be provided an opportunity to present their details.

2.10 After providing opportunities to all concerned parties, a decision shall be given by the committee, which is binding on all concerned.

2.11 The CQMI Quality Manager shall write to the appellant informing them of the appeal panel decision, within 7 days of decision. During the appeal handling process, progress report is made available upon request of the appellant. If the appellant does not accept the decision the they may revoke the conditions of contract i.e., arbitration

2.12 The decision of the appeals committee shall be reviewed by CQMI Quality Manager and necessary corrective action taken to prevent recurrence of similar appeals and prevent occurrence of potential appeals in future.

3. Terms of Reference

3.1 The Appeal and Complaints handling committee is authorized by the CQMI Certification Manger to investigate any appeal or complaints within its terms of reference.

3.2 It is authorised to seek any relevant information it requires from any member of staff of CQMI or any relevant third parties, and all members of CQMI are directed to co-operate with any reasonable request made by the Committee.

3.3 The Committee must adhere to the relevant standards, accreditation criteria and ISO 17021-1:2015 and CQMI procedures.

3.4 The Committee is authorised by the Quality Manager to obtain guidance, if it considers it appropriate, to obtain legal or other independent professional advice and, if it considers necessary, to secure the advice or attendance of those with relevant experience.

3.5 The role of the CQMI Appeals and Complaints handling committee is to:-

Address all complaints and appeals received by CQMI impartially.

To be independent in resolving any Appeals and Complaints and shall uphold the integrity.

Counteract any tendency on the part of CQMI to allow commercial or other considerations to prevent the consistent objectives in handling complaints and appeals received by CQMI,

Decisions on Appeals and Complaints

Resolve all appeals and complaints within the specified time

Report to CQMI management on the statuses of appeals and complaints made to CQMI.

3.6 The committee members shall be selection shall be determined by the CB’s top management.