A client may appeal following a decision made during the certification process. In the event of a verbal appeal, the client shall be requested to confirm their appeal in writing, with details of their reasons for appeal. An appeal may also occur;
- After an Auditor leading an assessment has made a decision not to recommend certification, as per Audit and Certification Procedure,
- or
- When a decision is made either;
- not to accept a recommendation for certification and/or extension to scope, or
- to reduce or withdraw certification as per Certification Decision Procedure,
- or
- Following the review of a complaint.
The appeals process follows two stages;
Stage 1: [Appeals Response]
Director, Certification & Quality Manager will;
- Attempt to resolve the appeal, where possible, and indicate a ‘closed’ date. This may involve;
- Discussions with SRI staff and an examination of all the relevant documentation and reports and/or
- An assessment visit to obtain further evidence, or to check the authenticity of a decision or recommendation made.
- Send a formal written reply to the appellant, notifying them of the decision regarding their appeal.
- If the results have already been discussed with the client during the subsequent assessment visit the findings will be recorded in the assessment report.
Note: The Certification & Quality Manager will only attempt to resolve the appeal where they have not been included in the decision-making process or the process related to appeal.
Stage 2: [Advisory Panel Investigation]
- Director will convene an Appeals Panel comprising available members of the Advisory Committee to investigate the appeal if the client is still dissatisfied with the outcome, and
- Send letter to the appellant notifying them of the decision regarding their appeal.
- The outcome of the investigation, and any remedial action required, shall be recorded within the client’s file.
- The effectiveness of the corrective actions taken is also assessed at management review as per the conformity assessment Manual.
Decision reached by the Appeals Panel will be final.
- Whenever SRI receives the complaint, SRI shall be responsible for gathering, verifying all necessary information to validate the complaint.
- SRI shall always acknowledge receipt of the complaint and keep records of such acknowledgement
- SRI provides the complainant with progress reports and the outcome.
- SRI tracks and records complaints, including actions undertaken in response to them;
- Ensuring that any appropriate correction and corrective action are taken.
- The final decision will be communicated to the complainant and shall be made by, or reviewed and approved by SRI employees not previously involved in the subject of the complaint.
- Whenever possible SRI shall give formal notice of the end of the complaints handling process to the complainant.
- SRI shall determine, together with the client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public
[AUDITING] SERVICES
[ISO CERTIFICATION] SERVICES
Location:
1 Yishun Industrial Street 1, 05-27, A’Posh BizHub, Singapore 768160