• Management Of Complaints and Objections

1.0. OBJECT

Determination of evaluation basis of complaints and appeals received from organisations / customers, other districts and relavant parties regarding conducted system certification and training activities of QA Technic.

2.0. SCOPE

This procedure includes complaints and appeals received from organisations / customers, other districts and relavant parties regarding conducted system certification, product certification, inspection , training and Certification Committee decisions of QA Technic.

3.0. RESPONSIBILITIES

Complaints and Appeal Assessment Committee, CEO, Management Representatives, System Certification Manager, Product Certification Manager, Inspection Services Manager, Directive Managers, Inspection Services Technical Managers and department managers are responsible for implementation of this procedure.

4.0. DEFINITION

4.1. Complaints: In case that any application received from the companies / individiuals related with performance, procedures and policies, internal and exterior auditors regarding certification, inspection and audit activities of QA Technic, presence of improper behaviours, addresses, tensions of audit team could be arised during the audit about inspection services realised companies and/ or certifed companies.

4.2. Appeal: It is case that decision given by Alberk QA related with any individiual/ foundation or organisation.

4.3 Complaint and Appeal Assessment Committee: Complaint and Appeal Assessment Committee is composed of members who are independent from certification decision makers and audit team members. Complaint and Appeal Assessment Committee is composed of members who are knowledgeable regarding the field of complaint (not being a complainant).This committee is not generated by utilization of external resources since it is not possible to take over the responsibility of the decisions.

5.0. APPLICATION

5.1. All kinds of appeal and complaints could be related with system certification, product certification, inspection, training and supplier inspection services conducted by QA Technic or about certification committee decisions, are recorded by management representatives. QA Technic gets complaint or appeal, responsible from the gathering of all required informations and verification of them to make the complaint valid. Complaints received from referred parties could be passed onto management representative via fax-e-mail-filemaker software programme.Complaints which have been transfered to several people withi Office are uploaded into File-maker programme via clicking “add customer complaint” button. Uploaded data is transfered to the related file-maker screen of department manager by management representative so process would be initiated accordingly

QATECHNIC takes over the responsibility for all decisions at all levels of the complaints-handling process.

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

5.2. Complaints could be communicated to management representative via fax-email-file-maker.Complaints received by another personnel is able to communicate complaint via clicking “add customer complaint” button.. Uploaded complaint is directly transfered to the related part where quality management representative has access; so that complaint handling-process would be initiated.

5.3. Complaints received from the customers regarding running of services in QA Technic or complaints received from other parties (ultimate consumer), related with activities of the company, are recorded with Customer Complaints Follow up Form and announced to related parties that complaint is received. Then, it is assessed at most within 1 week considering previously received similar complaints and if the Corrective and Preventive Activity is required, it is started. This activity results are delivered to complaint holder within at most 2 weeks in writing depending on solution method. If the activity is not concluded within 2 weeks, enlightenment about status and completion period of the activity is implemented to customer in writing.

5.4. If the results regarding to activity are not found satisfactory, subject of objection is taken to agenda of Complaint and Appeal Assessment Committee by CEO. Complaint and Appeal Committee will be established from at least 3 person who are experts in their fields and will beselected by Management Representative depending on status of appeal. Prior to resolution of case, Confidentiality agreement is signed by Committee members.

5.5. In QA Technic, complaints from customers or other relevant segments (end consumer, etc.) regarding the operations of our company are recorded by the relevant Management Representative with the COMPLAINT / OBJECTION EVALUATION AND DECISION FORM, and notified to the relevant parties that the complaint has been received, Corrective and Preventive Action is initiated, if necessary, after evaluation within 1 week. The results of this activity are notified to the complainant in writing within 2 weeks at the latest according to the solution method of the complaint. If the activity could not be completed within 2 weeks, the customer is informed in writing about the situation and the duration of the activity. If the results of the activity are not satisfactory by the related parties, the subject of the complaint is put on the agenda of the Complaint and Objection Evaluation Committee by the Chairman of the Board of Directors. The Complaints and Appeals Assessment Committee will be selected by the management representative, according to the subject of the complaint, to have at least 3 experts. Confidentiality Agreement is signed to the committee members before the event is resolved. It will be ensured that the committee members taking part in the solution process do not have any relationship with the company subject to the complaint 2 years ago and after.

5.6. Determination of committee members : Complaint and Objection Evaluation Committee members; determined by the management representative and appointed by the chairman of the board of directors. According to the complaint status of the members; The auditor – is determined from the people in our expert staff, paying attention to the equivalence of the field of expertise. If there is no suitable expert in our staff, an external expert can be appointed.

External experts who will give opinions should have at least 3 years of Lead Auditor experience for system or product certification activities and 5 years of inspector experience for inspection services. Complaint and objection committee will be selected to consist of at least 3 people. Persons to be elected to the committee are selected by considering the principles of impartiality. A Confidentiality Agreement is signed by the members of the committee before the case is resolved. It will be ensured that the committee members involved in the resolution process do not have any relationship with the company subject to the complaint 2 years before and after.

The Committee for Ensuring Impartiality will be evaluated by examining their impartiality. The Complaint and Objection Evaluation committee has full independence in its decisions. They cannot be influenced by any authority.

5.7. The Committee for Ensuring Impartiality will be evaluated by examining their impartiality. The Complaint and Objection Evaluation committee has full independence in its decisions. They cannot be influenced by any authority..

5.8. Decision taken by the committee, is sent to related party at most in 15 days after meeting date. Recordings belong to complaints are concluded as a result of running of corrective and preventive activity procedure, are kept by management representative and one copy of customer complaint follow up form is sent to CEO prior to management review meeting. As a result of complaint or appeal, if any application including all of the activities of QA technic is required, required application would be started by management representative.

5.9. Customer complaints received by QA Technic and arising from the nonconformities in the quality system of certified organizations are notified in writing to the organization and information is requested within 2 weeks at the latest regarding the arrangements made / to be made regarding the complaint made about the organization. The incoming information is evaluated by the Chairman of the Board of Directors, an audit can be carried out at the organization based on the importance of the complaint, or it is checked whether the records of customer complaints are kept regularly during the audit of the organization on the normal audit date. Regarding objections to the examination results, the Inspection Services Manager can perform the re-inspection service by another competent inspector on the subject. At this stage, the procedure specified in 5.3 is operated.

5.10. When the appeals againts to given decisions as a result of Certification Committee and inspection results, delivered to QA Technic, subject of objection is transferred to agenda of Complaint and Appeal Assessment Committee by CEO.

5.11. Discussion date of issue related with appeal, name and CV’s of complaints and appeal committee members are notified to interested party for their confirmation and interested parties can participate to the meeting in case of their request. If there is any appeal to one of the complaint and appeal members ,ony if there is a valid reason, by complaint owner, one of associate members of complaint and appeal members is included to committee. Cirruculum vitae’s of committee members are re-confirmed. The issue is evaluated by committee and meanwhile, opinion of expert can be applied in case of requirement. Expert whose opinion will be asked, need to have at least 3 years Lead auditor experience and had to conduct at least 3 audits. Committee gives an exact decision in 15 days following the receival of appeal by QA Technic. The decision is given by majority of votes.

5.12. Complaint and Appeal Committee’s decision is declared to organisation/individiual who are appeal owner, and management representative in writing and filed.

5.13. Decisions taken by the Complaint and Objection Committee; If the committee consists entirely of QA Technic personnel, it is a solution and indisputable. However, if the committee consists of external technical experts, the decision made by the committee is advisory and the final decision is with QA Technic. If the decision of this committee is not found sufficient by the complainant or the objector, the issue is taken by the T.C. The matter to be referred to the courts is notified to the relevant party.

5.14. Decisions are taken by Complaint and Appeal Committee in the nature of solution and indisputable. In case that decision of this committee found insufficient by complaint or appeal owner, referral of issue to German Courts announced to interested party.

5.15. The individiual who is the owner of complaints or appeal and subject of complaint / object should be kept as confidential. It has to be assured that both parties do not face to each other. Evaluation period should be declared to both sides depending on the type of complaint or appeal. It should be paid attention that period shouldn’t exceed the 15 days

5.16. Result related with the issue should be announced to the party who is subject of complaint or appeal and the complaint / appeal owner. All of records should be conserved. The status of the complaint is followed-up via File-maker software programme.

5.17. Following the receival of complaint or appeal, QA Technic should confirm whether the complaint or appeal is related with certification activities which are under the responsibility of QA Technic, or not.

5.18. If the received complaint is related with certified client, effectivity of certified management system's should be considered while investigation of complaint.

5.19. Complaint should be directed to mentione client by QA Technic within appropriate time period and follow up of issue is performed QA Technic Management Representative.

5.20. In case that the customer suffer from a loss and the client is acknowledged to be right about complaints, professional liability insurance will be stepped in.

5.21. QA Technic gives a decision together with client and owner of complaint about subject of complaint and would it be available for public or not, if it is decided to be available for public, what will be the extent of availability.

5.22. Complaints and objections made during the supplier audit are definitely notified to the relevant supplier responsible. In the action to be taken regarding the objection or complaint, the priority is the responsibility of the supplier. Complaints recorded by the Management Representative with the COMPLAINT / OBJECTION EVALUATION AND DECISION FORM are reported to the supplier responsible and the system certification manager. Corrective and Preventive Action is started in line with the suggestions of the supplier responsible. The results of this activity are notified to the complainant in writing within 2 weeks at the latest according to the solution method of the complaint. The supplier may also report the result of the complaint. If the activity could not be completed within 2 weeks, the customer is informed in writing about the situation and the duration of the activity. If the results of the activity are not satisfactory by the related parties, the subject of the complaint is put on the agenda of the Complaint and Objection Evaluation Committee by the Chairman of the Board of Directors. The Complaints and Appeals Assessment Committee will be selected by the management representative, according to the subject of the complaint, to have at least 3 experts. Confidentiality Agreement is signed to the committee members before the event is resolved.

ANNEX-01 COMPLAINT - OBJECTION PROCESS SUMMARY TIMES

6.0. RELATED DOCUMENTS

  • PR-05 Management Review Procedure
  • PR-03 Corrective and Preventive Activity Procedure
  • FR-23 Customer Complaints Follow up Form
  • FR-09 Corrective and Preventive Activity Follow up Form
  • FR-36 Certification Committee Operation Form
  • FR-37 Committee Members Confidentiality Agreement

7.0 REVISION STATUS

Revision Date

Revision No

Revised clause number

Explanation

06.03.2006

01

-

CEO is used instead of general manager. “Information and disapproval committee” is written instead of disapproval and complaint committee information board.

22.05.2006

02

-

Writing format was being changed. The situation of revision chart was being added.

18.06.2007

03

5.3, 5.4, 5.12

Determination related to the Complaint and Objection Committee members' is added.

30.05.2008

04

5.3

6.0

According to the subject of complaint committee, information of expert requirement and confidentiality agreement signature case are added.

FR-37 Committee Members Confidentialy agreemetn is added to related documents.

06.06.2008

05

4.4

5.11

Definition is added.

Item 5.11 added.

11.06.2009

06

4.1

‘’Incompatibility’’ statement is excluded.

‘’Incompatibility’’ statement is excluded from the name of Procedure.

29.12.2009

07

5

5.17 item is added and in substantial recovery, rofessional liability insurance is referenced.

28.12.2010

08

5.3

Definitions of other region is added.

26.08.2011

09

5.18

Definitions related with BRC is added.

20.10.2011

10

5.18

Definitions related with BRC is added.

18.11.2011

11

3.0, 5.6

Manager of the Inspection Services, Technical Managers of Inspection services are added to Responsibles section. Explanation related with an Objection s against to inspection results in clause of 5.6.

5.8

Decision is made as a base of majority of votes.

05.03.2012

12

4.1 , 4.2 , 5.1 , 5.19

Complain and Objection definitions are updated, training is added to services and declaration to public is defined.

30.05.2012

13

5.1 , 5.3 ,5.5, 5.11, 5.12, 5.13, 5.14

Added references about objection.

02.09.2013

14

5.1-5.13-6.0

Information related with Filemaker, is added.

09.01.2014

15

1-2-4-5.1-5.20

An information related with supplier audits.

22.12.2014

16

6.0

Name of FR 36 is amended. FR 39 form is added.

25.12.2014

17

1.0-2.0

An information related with calibration laboratory.

29.05.2015

18

All section

References related with personnel certification.

01.06.2016

19

4.3- 5.1- 5.3

A description was made about the complaint and appeal evaluation committee. A definition has been made regarding no discrimination. A description of the previous objections was made.

06.06.2017

20

All

Since a separate complaint procedure was created for personnel certification, the definitions made in the procedure were deleted. Calibration lab. Citation was deleted. For the complaints and appeals committee, a 2-week time limit was imposed upon reaching the committee, not following the complaint reaching QA Technic.

26.11.2018

21

1.0-2.0

Reference to the lab was deleted

08.04.2019

22

5.5 , 5.7, 5.15, 5.21, 6.0

FR-158 Complaint / Appeal Assessment and Decision Form has been added to the process and defined

20.01.2020

23

2.,-4.1

Definitions for personnel certification were deleted

09.11.2020

24

ANNEX-1

ANNEX-01 COMPLAINT - OBJECTION PROCESS SUMMARY TIMES Table has been added

10.03.2021

25

5.6-5.13

Who the complaint and objection committee is composed of and the responsibility for the decisions they make are defined



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