Complaint And Appeal Process

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 certification KVQA regarding the complaint immediately.

  Procedure for Appeals, complaints and disputes, as well as rights of utilization of KVQA 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.

  Commercial complaints are dealt with by the head of certification KVQA. In case of technical complaints, the Operation Committee is consulted. The complaints are notifiedof the decision and further action in writing. Where it proves impossible to achieve

  agreement between the complainant and KVQA decides regarding the consultation of the certification committee, see KVQA Processing of complaint is filed in a Complaints file,

   Procedure for Appeals, complaints and disputes, as well as rights of utilization of KVQA 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 ofdeviations, the head of certification specifies the required corrective action, the persons responsible for its implementation and the date for its completion. Handling of other nonconformities.

  Any non conformity detected in the organization of KVQA and its certified client by anyone including any interested party is reported to the Office coordinator/MR or Head of certification or the Administrator. The same is recorded in the Non conformity file and deemed action fit is assigned to the person and corrective action done

  These shall be reviewed by Operation Committee and the Certification committee for preventive action