• Management Of Complaints and Objections

1.0.    OBJECT
Aim of this document is the determination of complaints and disapproval assessment principles received from organisations / customers, relavant and other parties regarding system certification, product certification, personnel certification, inspection, training and supplier audit activities performed by Qa Technic. Relavant assessment procedure code for TS EN ISO/IEC 17025 Standard Complaint and Disapprovals, is PR 4.8 and is individually prepared from head office system.

2.0.    SCOPE
This procedure covers complaints and disapprovals received from the organisations / customers,  related parties or other sectors regarding system certification, personnel certification, inspection, training and supplier audit activities and decisions of certification committee performed by QA Technic. Testing and calibration laboratory is out of this scope.

3.0.    RESPONSIBILITIES

For application of this procedures; Complaints and Disapproval Evaluation Committee, CEO, Management Representatives, Product Certification Manager, Personnel Certification Management Coordinator, Personnel Certification Management Administrative Responsible, System Certification Manager, Inspection Services Manager, Directive Managers, Inspection Services Technical Managers and department managers are responsible.

4.0.    DEFINITIONS
4.1.    Complains: In case of any application received from the companies / individuals regarding the performance, procedure and policy, internal and external auditors of QA Technic relavant with system certification, product certification, personnel certification, inspection, training and supplier audit activities, and improper behaviour, addresses, tensions could occur by audit team throughout the audit or any inconveniences could reveal at companies inspection services conducted, on individuals personnel certification services provided and / or at certified companies.

4.2.    Objection  :  It is a disapproval case regarding the decision taken by Alberk QA Technic in relation to any individual / organisation or company.

4.3     Complaints and Disapproval Assessment Committee: Complaints and Disapproval Assessment Committee is a committee constituted by independent members selected within impartiality providement committee. Complain and disapproval committee is formed by selecting the sector representatives who are not subjected to disapproval.

5.0.    APPLICATION
5.1.    All kinds of disapproval and complaints could be related with system certification, product certification, personnel certification, inspection, training and supplier audit services conducted by QA Technic or about certification committee and personnel certification decision makers, are recorded by management representatives. If the relavant records are within the scope of product certification and inspection services, are recorded by product certification management representative; and if those are within the scope of Personnel Certification Services Scope, are recorded Personnel Certification Management Representative. The complaint and disapproval received by QA Technic as a responsible from the gathering and verification of all required information to validate complaints and disapprovals. Complaints received from those parties, could be delivered to management representatives via fax-mail-filemaker. Complaints delivered to other personnel within office, are entered into software by clicking ‘’add customer complaint’’ button on filemaker user screen. Entered data, falls to the section of customer complaints on administrator screen used by management representatives and the process is initiated.

Complaints received from those parties; may be reached to management representative via fax-mail-filemaker. Complaints reached to different personnels within Office; entered to software clicking ‘add customer complaint’ button on Filemaker user screen. Entered data, falls to customer complaints screen used by management representatives and the process starts.

5.2.    Regarding the applicant organisations for certification and inspection services; when disagreements are observed in company audit plan, audit date, assigned auditors / inspectors and similar cases, disagreement is evaluated considering request of company, by system certification manager, product certification manager, inspection services manager considering the request of the company. Regarding the person applied to be certified; the issued subjected to disagreement, is evaluated considering request fort he cases certification application, exam period (exam officer, decision making process, exam date, exam location, exam material, security precautions, exam result), by personnel certification management coordinator. Receival of complaints are notified to parties, and evalatuate at the latest within 1 week and if it is required, Corrective and Preventive Actions are started and disagreement is solved by action re-taken. 

In case of request by the company for amendment of assigned auditors, exam makers / observers within personnel certification or inspectors for inspection services, company is required to send this request documentarily and together with its reasons. Assessment relavant to reasons, are evaluated and required amendment is implemented. If the case is not solved within 2 weeks, documented notification is delivered to customer regarding the status of issue and conclusion date of activity.
If the results belong to disagreement case, do not satisfy the relavant parties, it is taken to agenda of Complaints and Objection Review Committee by CEO.

Complaint and Objection Evaluation Committee  will be chosen as being at least 3 people in relation to field of objection by management representative. Prior to solution of case, committee members are requested to sign Confidentiality Agreement.

The complaints received from customer or other parties (end consumers etc.) regarding the conduction of services at QA Technic, are recorded by relavant management Representative to Complaints Monitoring Form and relavant parties are informed regarding the receival of complaints. It is evaluated at the latest within 1 week and if it is required Corrective and Preventive Activities are started. This activity results are delivered to customer at the latest within 2 weeks depending on solution method. If the case is not solved within 2 weeks, documented notification is delivered to customer regarding the status of issue and conclusion date of activity. If the results belong to disagreement case, do not satisfy the relavant parties, it is taken to agenda of Complaints and Objection Review Committee by CEO. Complaint and Objection Evaluation Committee  will be chosen as being at least 3 people in relation to field of objection by management representative. Prior to solution of case, committee members are requested to sign Confidentiality Agreement. It must be guaranteed that there is not any relation between the committee members take part in disagreement solution process and the company subject to disagreement, 2 years before the current date and later on.

5.4.    People are chosen to the committee according to the complaint and objection topic and with the respect to the neutrality rule. Complaint and Objection Assessment Committee, is determined according to the objection type. Impartiality Committee is going to be evaluated by observing their impartiality. Complaint and Objection Committee has a complete independance while taking decisions. They can not be disoriented by any authority.

5.5.    Decision is taken by the committee, are sent to the related parties at last 15 days after meeting date. Recordings belong to complaints are handed as a result of operating the corrective and preventive actions procedure, are kept by the relavant management representative and one copy of customer complaint review form is sent to CEO before management review meeting that the form. As a result of complaint and Objection, if any application covering all of the activities of QA technic is required, required application would be started by relavant management representative.

5.6.    When the customer complains related with nonconformities in the quality system of certificated client is reached to the QA Technic, the organization is informed documentarily and information regarding the performed / planned to be performed arrangements against delivered complaint, within 2 weeks. Received informations are evaluated by CEO, basing on the significance of complaint, an audit can be performed to organization or at a normal date of audit recordings related with customer complaint can be checked to see its regularity during audit. Regarding the objections to inspection results; an inspection could be realised by authorised auditor who are competent with relavant subject of inspection services. Regarding the objections to personnel certification exam / certification processes; certification process could be realised by different exam officer of Personnel Certification Management Coordinator. At this stage, procedure which is stated at 5.3, is applied.

5.7.    When complaints and Disapprovals applied against certification committee decisions, personnel certification decisions and inspection results taken as a result of Audit Activities, disapproval/ complaint matter is forwarded to agenda of Complaint and Objection Committee by CEO.

5.8.    Discussing subject date and the names and curriculum vitae of member of Complaint and Objection Committee are sent to interested party for confirmation. It is declared that the interested party could attend to meeting when it wants. In case of any of objection is in question by complaint owner challenges against any member of Complaint and Objection Committee with its good cause, one of subsititute member is included to Complaint and Objection Committee.  The curriculum vitaes of committee members are reaffirmed. Committee evaluates subject, it could be asked for the opinion of expert when it is necessary. The experts who will provide his opinion, must have at least 3 years lead auditor experience in system certification and have to conduct at least 3 audits at relavant sector. If we consider personnel certification, experts need to have assessor measures stated in national competency in relation to certification scope. Committee makes final decision in 15 days following receival of disapproval. Decision is made as a majority of votes.

5.9.    Decision of Complaint and Objection Committee; is declared to protestant establishment/person and relavant management representative documentarily and filed.

5.10.    Relavant unit and management representative evaluates recevied informations statistically and taken to these assessments into agenda of Management Review meetings.

5.11.    Decisions are taken by Complaint and Objection Committee in the solution qualified and noncontestable. In case the committee decision does not satisfy the complaint and objection owner, referral case of issue to T.R. courts, are notified to relavant party.

5.12.       The person who complains and objects and the complaint/objection subject must be private. It must be guaranteed that both sides do not meet. Evaluation time should be declared to both sides according to the type of complaint and objection. It should be paid attention that period doesn’t exceed the 15 days

5.13.  The written result should be forwarded to the person subjected to complaint/objection and the owner of complaint/objection. All records should be conserved. Monitoring of complaint regarding to understand whether the complaint is closed off or not, performed on Filemaker software.

5.14.    After the receival of the complaint or objection, QA Technic should confirm whether complaint/ objection is relavant with certification activities which QA Technic responsible or not.

5.15     If the complaint is related with certificated client, certificated management system's effectivity need to be considered in questioning of complaint.

5.16       The complaint should be forwarded to aforementioned client certificated by QA Technic within an appropriate time period and the monitoring of matter should be performed by QA Technic Management Representative.

5.17     If the customer suffer from a loss and recognised justified for its complains, professional liability insurance will be stepped in.

5.18    QA TECHNIC will enlighten the BRC additionally about the income complaints and taken actions for the BRC audit and evaluations. Related departments of BRC would take one or more following actions as a result of notification

   -    Directly visit the client / or head office of ALBERK to conduct an announced / unannounced audit
   -    Accompanies with ALBERK to conduct an announced/ unannounced for complainer client
   -    Request a detailed report from the certification body including details of the investigation.

If the BRC detects any nonconformity at the clauses declared above, criminal sanction is applied and feedback is provided to relavant accreditation body.
In case of not detection of nonconformity, all of the expenses done by ALBERK returned by client.

5.19.  QA Technic determines together with customer and complain owner about complain subjects and would it be available for public or not, if it would be available, does the solution of this complain be available to public or not

5.20.    Complaints and objections delivered during the supplier audit, are absolutely forwarded to relavant supplier responsible. Priority for action will be taken regarding objection or complaint, belongs to supplier responsible. Complaints recorded via Customer complaints monitoring form by Management representative, are delivered to supplier supervisor and system certification manager. In accordance with suggestions of supplier, corrective and preventive action is initiated. This activity results are delivered to customer at the latest within 2 weeks depending on solution method. Notificaiton of customer result could be performed by supplier supervisor. If the action is not solved within 2 weeks, documented notification is delivered to customer regarding the status of issue and conclusion date of activity. If the results belong to activity, do not satisfy the relavant parties, complaint matter is taken to agenda of Complaints and Objection Review Committee by CEO. Complaint and Objection Evaluation Committee  will be chosen as being at least 3 people in relation to status of complaint, by management representative. Prior to solution of case, committee members are requested to sign Confidentiality Agreement.

6.0. RELATED DOCUMENTS

  •    PR-05 Management Review Procedure
  •    PR-03 Corrective and Preventive Action Procedure
  •    FR-23 Customer Complaints Following Form
  •    FR-09 Corrective and Preventive Action Monitoring Form
  •    FR-36 Suspension – Cancellation Certification Committee Operation Form
  •    FR-37 Committee Members Confidentiality Agreement
  •    FR 39 Audit Report Control and Certification Committee Operation Form
  •    Filemaker software


7.0       REVISION STATE

Revision Date

Revision No

Overhauled Clause

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.

18.11.2011

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.



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