Welcome To Quality Certifications Services (India)

PROCEDURE FOR COMPLAINT HANDLING

Requirements of the Procedure

Objectives

To enable and facilitate to receive, evaluate and make decision on complaint. This process is be subject
to requirements for confidentiality; as it relates to the complaint and to the subject of the complaint
customer complaint handling, reference ISO 10002

ii)

Responsibility

The key responsibility lies with Operations Manager

iii)

Execution

	Upon receipt of the complaint, The IQCS shall confirm whether the complaint relates to certification activities that it is responsible for and , if so , shall deal with it, if the complainant relates to a certified client, then examination of the complaint shall consider the Upon receipt of the complaint, The IQCS shall confirm whether the complaint relates to certification activities that it is responsible for and , if so , shall deal with it, if the complainant relates to a certified client, then examination of the complaint shall consider the
*	Operational manger is responsible for receiving the complaints. He receives the complaint from customer through mails-mails or telephonic.
*	Record the complaint into customer complaint register
*	Upon receipt of the complaint, The IQCS shall confirm whether the complaint relates to
	cerrtification activities that it is responsible for and , if so , shall deal with it, if the complainant
	relates to a certified client, then examination of the complaint shall consider the effectiveness
	of the certified management system.
*	Whenever possible The IQCS shall acknowledge the receipt of the complaint, and shall provide
	complaint with progress report and the outcome.
*	Upon receipt of the complaint, The IQCS shall confirm whether the complaint relates to
	certification activities that it is responsible for and , if so , shall deal with it, if the complainant
	relates to a certified client, then examination of the complaint shall consider the effectiveness
	of the certified management system.
*	Root cause analysis is done to identify the causes of the Customer complaints.
*	Decide the possible corrective action.
*	Analyse whether the action decided is correct action or any further correction is possible.
*	Take the necessary corrective action
*	Take the necessary preventive action to prevent recurrence of the same.
*	Take the preventive action to avoid recurrence
*	Ensure that appropriate correction and corrective action are taken.
*	Description of the complaint-handling process publicly accessible. Through websites as all the
	data relating to the complaints is published on the website.
*	Any complaint about a certified client shall also be referred by the IQCS to the certified client
	in question at an appropriate time

Rev. No.	:0	Date	:03/01/2008	Document No.	:QP : 9.8
Prepared By		Approved By		Issue No.	:01
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*	Whenever possible The IQCS shall be give formal notice of the end of the Complaint- handling process to the complainant.
*	The IQCS receiving the complaints shall be responsible for gathering and verifying all necessary information to validate the complaints.

Any complaint about a certified client shall also be referred by the IQCS to the certified client in
question at an appropriate time.

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

The IQCS shall determine together with the client and the complainant whether and if so to what
extent, the subject of the complainant and its resolution shall be made public.

Records

Sr. No	Description	Ref no .
1	Complaint Register	IQCS.3101.59

Rev. No.	:0	Date	:03/01/2008	Document No.	:QP : 9.8
Prepared By		Approved By		Issue No.	:01
Sign		sign		Page