Complaints and Appeals Procedure

Complaints and Appeals Procedure

Complaints

1.Introduction  

1.1 Complaints is defined as  “A documented complaint received against either Bureau Veritas India Pvt. Ltd. or a Bureau Veritas  Certified Organisation within the scope of certified Quality or environmental Management system
1.2 Appeal is defined as an  “Appeal against a Certificate Decision  or

a request made by a client for a formal review of a decision taken by Bureau Veritas in respect of its validation and/or verification/certification activities;.   

2.Policy 

It is the policy of Bureau Veritas  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 Bureau Veritas  or its certified clients should, in the first instance, indicate their intention in writing to the concerned BV office located in major metropolitan cities in India, the details of which are available on website. In case of Climate Change services the complaint can be made directly to Quality Manager . 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 Manager / CDM Quality Manager shall gather all necessary evidence and provide a written acknowledgement of the complaint received and seek additional information if required in order to analyse the complaint.
3.2. All complaints will be recorded by the receiving Bureau  Veritas office. Where required, the concerned Certification Manager   shall liaise with Certification Technical Manager / CDM Quality Manager of Bureau Veritas India   and or client in order to try to resolve 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 concerned Certification Manager /CDM Quality Manager 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 Certification Technical Manager/CDM Quality Manager shall ensure that that the investigation and decisions shall not result in any discriminatory actions against the Complainant.  
3.5 The Certification Technical Manager/ CDM Quality 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  Certification Technical Manager/ CDM Quality Manager , shall determine if he/she has been involved in the original process:·   

       If yes, he/she shall not be involved in the appeals resolution process. The appeal shall be reviewed and resolved by a team of internal persons to ensure objectivity and impartiality. In case of no consensus internally, prepare a report and send the documentation along with the report to chairman of the Impartiality  Committee and Other members independent of Bureau Veritas India Pvt. Ltd.  for a decision by electronic mail or in the next  available meeting if scheduled in less than three months.

    If NO, the Certification Technical Manage/ CDM Quality Manager  shall carry out the investigation and present  the report to Impartiality  Committee at the next planned interval.

4.2 At appropriate stage, the Certification Technical Manager shall refer the appeal to the Global Technical Manager or client for justification and / or necessary actions.

4.3 . It should be noted that the appeals committee decision is absolute and final which can be overturned only by the impartiality committee, if necessary. This will be accompanied by a formal notice to the appellant of the end of the appeals / complaint handling process. The Certification Technical Manager shall determine any necessary corrections and corrective actions.  
4.4 The actions undertaken in response to complaint and appeals shall  be recorded
In case  the appellant is not satisfied with the appeals panel decision has the option of making a complaint to the  concerned accreditation body.

 

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