Handling of Appeals, Complaints and disputes
Complaints /Appeals/Disputes received are registered in writing. The member of staff who has received a complaint is obliged to inform the head of ZINCONTROL Certifications regarding the complaint immediately. Commercial complaints are dealt with by the head of certification ZINCONTROL Certifications. In the case of technical complaints, the Operation Committee is consulted. The complaints are notified of the decision and further action in writing. Where it proves impossible to achieve agreement between the complainant and ZINCONTROL Certifications decides regarding the consultation of the certification committee, see ZINCONTROL Certifications Processing of the complaint is filed in a Complaints file
Procedure for appeals, complaints and disputes, as well as rights of the utilization of ZINCONTROL Certifications symbol, shall be included in the contract for certification and it shall be informed to the client in writing that the appeal, complaint, dispute has been received. The Certification Committee or the Operation Committee shall be informed and the outcome shall be informed by the Office Coordinator to the party concerned
As part of the audit report, the Auditors get the Assessment Activity Survey report filled up which is studied by the Certification Committee while evaluating the documents of the Audit and any appeal, complaint and dispute which the Certification Committee feels to consider is sent to the Concerned department
Specification of corrective action Where corrective action is necessary in order to avoid repetition of errors on the basis of deviations, the head of the certification specifies the required corrective action, the persons responsible for its implementation and the date for its completion
Handling of other nonconformity detected in the organization of ZINCONTROL Certifications and its certified client by anyone including any interested party is reported to the Office coordinator/MR or Head of the certification or the Administrator. The same is recorded in the nonconformity file and deemed action fit is assigned to the person and corrective action done. These shall be reviewed by the Operation Committee and the Certification Committee for preventive action