1. INTRODUCTION
1.1 QACS is open to receiving complaints from any sources against the quality of the services provided, personnel involved in certification process, certified client, etc. All the complaints received, through any means like letters, e-mails, faxes, telephones (to be followed by written complaints), are given due considerations. Reports appearing in media may also be investigated, if relevant. All complaints are treated as confidential unless desired otherwise by the Government or by law.

2. PURPOSE
2.1 The document describes the procedure for dealing with complaints received from various sources.

3. SCOPE
3.1 This procedure includes handling of all complaints received by customer - against the quality of the services provided, personnel involved in certification process, certified clients, or any other.
3.2 This procedure covers complaints received vide any of the means like letters, e-mails, faxes, telephones (to be followed by written complaints), even relevant references appearing in print media.

4. RESPONSIBILITY
4.1 Operation manager is responsible to handle the complaint and they can also involve any QACS person if required.
4.2 Certification Manager/Director/CEO is responsible for monitoring of complaints and is also responsible for final decision on closure of the complaint.

5. REFERENCES
5.1 Quality Manual QACS-M-00
5.2 Procedure for Control of Non-Conformities and Corrective Action QA-P-SYS-08 & QA-P-SYS-09
5.3 Procedure for Conduct of Management Review QA-P-SYS-11
Definitions:-
Complaints:- Client, third party or in house problems.

6. PROCEDURE
6.1 Receipt of Complaints
6.1.1 All complaints received in shall be channelled to the Complaints & Appeals Officer who maintains record pertaining to all complaints including important dates like date of receipt, date of acknowledgement, date of closure or final disposal in QA-MKT-09

1. Immediately on its receipt the same shall be acknowledged with the assurance that QACS will be investigating the complaint and informing the complainant of the outcome at the earliest. Anonymous complaints shall also be registered if prima-facie they appear to be valid and having some substance.
   
2. All complaints shall undergo initial scrutiny by the Complaints & Appeals Officer to determine whether they fall within the ambit of QACS activities and whether they are valid, based on which any of the following action shall be taken.
   1. If a complaint is outside the ambit of QACS activities, the complainant shall be informed accordingly and the complaint shall be treated as closed.
   If information provided in the complaint is inadequate for any meaningful follow-up and the complainant is not able to provide minimum required information such complaints shall also be treated as closed and the complainant shall be informed accordingly.
   2. If the complaint clearly falls within the ambit of QACS activities and appears to be valid, the initial information provided is sufficient for initial investigation the same shall be taken up for further action.

6.2 Investigation of Complaints
Complaints received by persons broadly fall in three categories:

1. Complaints against clients,
2. Complaints against Certification Committee Members and Assessors, and Complaints against QACS Officials.
3. Procedure for dealing with each category of complaints is given below:

6.2.2 Procedure for Dealing with Complaints against Certification Committee Members and Assessors

1. An ad-hoc Committee consisting of Complaints & Appeals Officer and the Training Officer shall investigate the complaint in case of complaint against assessor. In case of complaint against Certification Committee member, the ad-hoc Committee shall consist of the Complaints & Appeals Officer and the Convener of concerned Certification Committee. The committee may seek clarification from client, assessors or other persons who may have knowledge about the matter contained in the complaint.
   
2. The committee shall submit their findings to Technical Operations Manger, QACS for his decision. The Technical Operations Manager, QACS if necessary may consult the Director, QACS or the appropriate Certification Committee and take decision.
   
3. In case of valid complaints action taken by QACS may involve feedback for corrective action followed by monitoring, warning against future recurrence and in extreme case, deletion of the assessor from the empanelled list or removal of Certification Committee member from the committee.
   
4. The outcome of the investigation shall be informed to the complainant.
   
5. A brief summery of nature of the complaint, outcome of the investigation and action taken shall be added to the monitoring information regarding the concerned Assessors or Certification Committee member.

6.2.3 Procedure for Dealing with Complaints against QACS Officials

1. 6.2.3.1 When the complaint is against an QACS Officer, he / she shall not be involved in investigation process either directly or indirectly.
2. All such complaints shall be brought to the notice of Director / CEO, QACS. Director/CEO shall seek clarification from the person concerned. If an investigation is required, he may delegate it to an ad-hoc committee consisting of one or more suitable persons. The findings of the committee shall be placed before the Director, QACS for his decision.
   
3. If the complaint is found to be valid, Director/CEO, QACS shall ask the concerned staff to take required corrective action. This information shall also be filed in performance review record of the concerned staff. In extreme case the decision may involve a punishment including a dismissal of the concerned staff in which case QACS Staff Rules and Bye –laws shall be followed.
   
4. The complainant shall be informed about the outcome of the complaint and action taken by QACS if any.
   
5. If the complaint is against the Director QACS or Technical Operations Manager, QACS the matter will be brought to the notice of the CMD, QACS.

6.3 Reporting on Complaints and Other Related Actions

1. As an outcome of investigation of complaint and root cause analysis if any corrective action is felt necessary the Complaints & Appeals Officer shall inform the concern department and corrective action shall be initiated by department in line with the requirements of Procedure for Control of Non-Conformities and Corrective Action QA-P-SYS-08 AND QA-P-SYS-09
2. All records pertaining complaints shall be maintained up to date by the Complaints & Appeals Officer. The status of complaints shall be reported to the Certification Manager, QACS, who is responsible for monitoring of complaints.
3. The Complaints & Appeals Officer shall analyze all the complaints and their outcome for possible trends. The complaints received, their handling and the corrective actions taken shall be discussed as one of the agenda items in the internal analysis and review meeting under the chairpersonship of Director, QACS. The analysis of complaints then shall be placed before QACS Governing Body for management review.