The purpose of this procedure is based documented guidelines for managing complaints made by our client organization and other interested parties.

This procedure shall be applicable to all complaints received by VWSPL in relation to the certification and related services offered by VWSPL in all its operating regions within its accredited and non accredited scopes of certification.

ISO 17021-1:2015; Clause 9.8

Complaint:
A complaint means where a client or other interested / affected parties, either in written and or verbal, identifying an unsatisfactory service and conduct of VWSPL auditor(s).

A complaint also means where an affected party, client or other interested party has either in writing or verbally identified an unsatisfactory service of VWSPL or conduct of VWSPL auditor(s).

5.1
An applicant, a certified company or any interested party may lodge a complaint. This procedure is also publicly available on VWSPL website www.vatsincertification.com VWSPL gives utmost importance to complaint resolution, whether it is from our clients or from elsewhere. Complaints may arise due to dissatisfaction from-

1. VWSPL and its working


2. VWSPL’s Staff


3. VWSPL’s Clients

5.2
VWSPL Admin 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 is sent to the complainant within 2 working days. VWSPL may also inform the progress of the resolution of the compliant, if required, in case of any delay in resolution. VWSPL 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 complainant.

5.3
VWSPL Admin Manager shall review the complaint whether it relates to certification activities that VWSPL 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 VWSPL to relevant client under consideration.

5.4
VWSPL shall be responsible to gather all the information about the compliant and verify its validity.

5.5
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.

5.6
If the complainant is not satisfied with the solution or if the time frame is exceeded the complainant may complain to the accreditation body.

5.7
The decision of the compliant shall be reviewed and approved by VWSPL Quality Manager or by Director who not involved in the subject of compliant.

5.8
VWSPL Admin Manager Inform the client of the action taken and the resolution within 7 days of the completion of the action.

5.9
VWSPL Quality Manager shall monitor effectiveness of corrective action and shall revise Quality System documents as required.

5.10
VWSPL shall determine along with the client and complainant, the extent of subject complaint and resolution which can be made public.

5.11
Log of customer complaints shall be maintained by VWSPL

5.12
If the complaint is found frivolous, the conclusion is recorded in the Complaint record and the complaint is closed and the complainant is informed.

5.13
If the complaint is found to be correct and of such magnitude that might affect our reputation as well as of ISO standard’s reputation, the client is issued verbal notice to justify or rectify its deficiency within 7 days. In case the dispute is not resolved, a written notice of suspension of certificate is issued stating all the facts and requesting resolution of issue within 14 days. When the deficiency is not eliminated within the agreed time, the suspension of the certificate is extended for 6 months or till next surveillance audit, whichever is earlier.