Summary of the Complaints and Appeals Management Procedure
The complaints and appeals management process includes the following steps:
- Receipt and Validation: Complaints and appeals may be received through various channels (website, phone, email, fax, etc.) and must be validated (by consulting the certified client or the audit team, etc.).
- Recording and Tracking: Each complaint is recorded using the UFR-34 Complaint Appeal Evaluation Form, also tracking the actions taken in response to the complaint or appeal.
- Evaluation: The complaint is evaluated by the Complaints and Appeals Evaluation Committee, which then decides on the actions to be taken in response to the complaint or appeal. Complaints or appeals are evaluated within seven (7) working days by the Complaints and Appeals Evaluation Committee and the Management Representative.
- Corrective Actions: If necessary, the Management Representative ensures that appropriate corrective actions are taken.
- Outcome Communication: The complainant or appellant is informed within 1 month about the outcome and the actions taken.
ITC decides, together with the certified client and the complainant or appellant, whether and to what extent the subject of the complaint and its resolution will be made public.
All complaints, appeals, and disputes received by ITC are handled with the utmost confidentiality and are never disclosed to third parties.
If deemed necessary, the information may only be shared with the accreditation body that accredited ITC.
In the event of a legal obligation to disclose information, the concerned client will be informed.
For more information please contact us.