Complains and Appeals

Appeals

– Clients can communicate their dissatisfaction by several ways e.g telephone, website email , social media …etc. Also clients may contact any person in TKL certification

– Upon receiving the complaint by any way, personnel are to send the complaint to the Certification Manager reviews the appeals, and assign dedicated person within TKL CER who will be engaged in the appeals handling process and are different from those who carried out the audits and made the certification decisions or any other person who has direct relation with the appeal subject. If the CM was involved in any appeal case, someone else shall manage this case.

– CM ensures that submission, investigation and decision on appeals/complaints shall not result in any discriminatory actions against the appellant by his direct monitoring and follow up the handling process. 

– Once the assigned person received the appeals record, he/she does the following:

1) notify the appellant acknowledge receipt of the appeal and acknowledge him/her with progress reports and the result of  the appeal/complaint.

2) do gathering and verifying all necessary information to validate the appeal.

3) Do necessary investigation of the received appeal, the output includes proposed correction, root cause, and proposed corrective action to prevent recurrence of this appeal taking into account the results of previous similar appeals.

4) send the output to the CM or TM to make the decision on the correction and corrective action. 

– The assigned person does follow up of the implementation of both correction and corrective action, and registers the appeal in form “appeal tracking form, code:TKL CER-09-SP-05-F02  to facilitate the tracking the actions undertaken to resolve them till closing.

– The assigned person communicates the decision with the appellant

– The assigned person gives formal notice to the appellant of the end of the appeals handling process

Complaints

– When TKL CER receives complaints from its clients or EGAC or other interested parties through Website, email, call, direct meeting, or any other means; QM records it in the form “Appeals/Complaints Register, code: TKL CER-09-PR-05-F01”, and communicate it with the CM.

– Upon receipt of a complaint, TKL CER-QM confirm whether the complaint

1) relates to certification activities that it is responsible for and, if so, shall deal with it, and record it  on “Appeals/Complaints Register, code: TKL CER-09-PR-05-F01”.

 2) relates to a certified client, then examination of the complaint considers the effectiveness of the certified management system.

– Any valid complaint about a certified client, TKL CER-QM send formal email to the certified client in question within 7 working days for clarification that will be verified and validated by the TKL CERTM/ CM before taking any actions.

– For valid complaints relates to certification activities,

1) CM reviews the complaints, and assign dedicated person within TKL CER who will be engaged in the complaints -handling process and are different from those who carried out the audits and made the certification decisions or any other person who has direct relation with the complaint subject. If the CM was involved in any complaint case, someone else shall manage this case.

2) CM ensures that submission, investigation and decision on complaints shall not result in any discriminatory actions against the appellant by his direct monitoring and follow up the handling process.

– Once the assigned person received the appeals/complaints record, he/she does the following:

1) notify the appellant acknowledge receipt of the complaint and acknowledge him/her with progress reports and the result of the complaint.

2) do gathering and verifying all necessary information to validate the complaint.

3) Do necessary investigation of the received complaint, the output includes proposed correction, root cause, and proposed corrective action to prevent recurrence of this complaint taking into account the results of previous similar complaints.

4) send the output to the CM or TM to make the decision on the correction and corrective action.

– The assigned person does follow up of the implementation of both correction and corrective action, and registers the complaint in form “appeal/complaint tracking form, code: TKL CER-09-SP-05-F02” to facilitate the tracking the actions undertaken to resolve them till closing.

– The assigned person communicates the decision with the appellant

– The assigned person gives formal notice to the appellant of the end of the complaints handling process.

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