Appeal & complaints ISO-17021
Client appeals
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 occur;
After an Assessor leading an assessment has made a decision not to recommend certification, as per Assessment 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 Procedure,
or
· Following the review of a complaint.
The appeals process follows two stages;
Stage 1: Appeals response [with 'allocated' details ]
DIRECTOR / Certification & Administration Manager will;
a. Attempt to resolve the appeal, where possible, and indicate a 'closed' date. This may involve;
· Discussions with ICERT staff and an examination of all the relevant documentation and re-ports and/or
· An assessment visit to obtain further evidence or to check the authenticity of a decision or recommendation made.
b. 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 & Administration Manager will only attempt to resolve the appeal where they have not been included in the decision making process.
Stage 2: Appeals Panel investigation
a. DIRECTOR will convene an Appeals Panel comprising available members of the Impartiality Committee to investigate the appeal if the Client is still dissatisfied with the out-come, and
b. 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 in the Client Site file.
· The effectiveness of the corrective and preventive actions taken is assessed at management review as per the Quality Manual.
