Complaints & Appeals Procedure
1. Introduction: 1.1 Complaints is defined as “A documented complaint received against either Raw Inspection Service Certification or a Raw Inspection Service Certification Certified Organization within the scope of certified Quality or environmental Management system.
1.2 Appeal is defined as an “Appeal against a Certificate Decision made by Raw Inspection Service Certification” or Decision made by Raw Inspection Service Certification on the validity of a complaint against either Raw Inspection Service Certification or a Royal Asia Quality Control Services Private Limited ™ Certified Organization.
2. Policy: It is the policy of Raw Inspection Service Certification India to treat all the customer and stake holder complaints with utmost seriousness as they are the reason for our being in the business of conformity assessment.
3. Complaints: 3.1 Any Client, Supplier or other parties wishing to raise a complaint against the services provided by Royal Asia Quality Control Services Private Limited ™ Certification or its certified clients should, in the first instance, indicate their intention in writing to the concerned Area Manager located in major metropolitan cities in India the details of which are available on website. Such a complaint or dispute shall be supported by all available written evidence. If the complaint relates to a certified client, the complainant shall provide evidence that they had previously attempted to resolve the matter directly with certified client and is not satisfied with the actions taken / decision provided by the certified client. The Certification Head shall gather all necessary evidence. The concerned Area office will provide a written acknowledgement of the complaint received and seek additional information if required in order to analyze the complaint.
3.2. All complaints will be recorded by the Certification Head of the receiving Royal Asia Quality Control Services Private Limited ™ Certification Center. Where required, the Certification Head shall liaise with Technical Manager of the Royal Asia Quality Control Services Private Limited ™ Certification and/or client in order to try to solve the complaint.
3.3 During the process of investigation of complaint, the persons involved in the investigation shall be independent of the subject of the complaint. The Certification Head shall also provide complainant with progress reports and outcome.
3.4 The result of the complaint handling process shall be communicated to the complainant. The Technical Manager shall ensure that that the investigation and decisions shall not result in any discriminatory actions against the Complainant.
3.5 The Technical Manager, together with the client and the complainant, shall determine whether and to what extent, the subject of the complaint and its resolution shall be made public. The complaint handling process shall be subject to the provisions of confidentiality as per the agreement with the certified client.
4. Appeals: 4.1& Upon receipt of the appeal, the Technical Manager, shall determine if he has been involved in the original process: · If yes, prepare a report and send the documentation along with the report to chairman of the Certification Committee and Other members independent of Royal Asia Quality Control Services Private Limited ™ Certification for a decision by electronic mail or in the next available meeting if scheduled in less than three months. If NO, the Technical Manager shall carry out the investigation and forward the report to Certification Committee.
4.2 At appropriate stage, the Technical Manager shall refer the appeal to the Technical Manager or client for justification and/or necessary actions.
4.3 The Technical Manager shall follow up the appeal with Certification Committee for a decision. It should be noted that this decision is absolute and final. This will be accompanied by a formal notice to the appellant of the end of the appeals/complaint handling process. The Technical Manager shall determine any necessary corrections and corrective actions.
4.4 The actions undertaken in response to complaint and appeals shall also be recorded by Quality Manager appointed by Royal Asia Quality Control Services Private Limited ™ Certification.
Policy: Respecting our values our core values are secure and absolute. They focus on Integrity and ethics, impartial direction and validation, respect for all individuals, social and environmental responsibility. These values are the “strengthen” of Royal Asia Quality Control Services Private Limited ™ to which each of us subscribes. They reinforce our unity and coherence and ensure the reality of our strategy of profitable growth. Two of these core values:- Integrity and Ethics – Impartial Counsel and Validation Were the focal points of recent work conducted by our profession. This work was led by the International Federation of Inspection Agencies (IFIA). The aim of the agency is to develop a compliance program governing all IFIA members. The goal of the program is to enhance the status of the profession by ensuring that each IFIA member:- abides by minimum standards of professional conduct throughout its organization – assures ethical behavior – assures the integrity of its services. As a member of IFIA, we are committed to developing and implementing a compliance program which covers our entire organization. The principles and rules of this program are contained in the current “Code of Ethics” which reflects all IFIA Compliance Code requirements. All employees, managers and executives are responsible for making compliance a vital part of our business process and future success.
Integrity and ethics: We act with good faith, honesty and fairness. We do what we say we will do. We state clearly our contracts and actions and deliver them accordingly. We follow company policies and processes. We respect confidentiality of business and personal information. We respect local and international ethics and professional standards. We provide information, instruction and training as necessary to ensure the health and safety at work of our teams. We are all required to meet our health and safety duties and responsibilities at work.
Impartial counsel and validation: We deliver professional and unbiased advice. We deliver reports which are accurate records of actions in line with our best practices. Respect for all individuals we treat others as they are entitled to be treated. We consider the impact of our personal actions on others. We have our individual contribution recognized and valued and receive accurate feedback on our performance. We respect differences, care about others and do not discriminate against others on race, ethnic origin, age, sex or religious and political beliefs.
Social and environmental responsibility: The growing commitment of companies to society creates new challenges to combine profitability and accountability. An awareness of these new risks creates new requirements and new activities and has an effect at both organizational and management levels of the company. Royal Asia Quality Control Services Private Limited® as a whole and each employee individually, takes account of the impact of their actions on the community, people and business.
Environment: Royal Asia Quality Control Services Private Limited® ensures that we are good neighbors to the communities in which we are doing business by complying with the law and acting in the right spirit.