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01
Receipt of Complaint and Appeals
- Through fax, telephone, visit in-person, website, etc.
Notify the client and certification manager after receipt
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01
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02
Investigation
- Case investigation and analysis
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02
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03
Process
- Analyze the cause and establish countermeasures
Notify the result of cause analysis and countermeasures; if the measures are objected, a certification committee is held.
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03
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04
Corrective Measures/Documentation
- Corrective measures are taken when the source of issue needs to be eliminated
Reflected in the activities and use as a data for management review
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04
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05
Closing of Complaints and Appeals
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05
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Complaints and Appeals application form
After completing the complaint application form
and submit it with ‘Q&A - Customer complaint’. - Complaints and Appeals handling process