Keyn Certification Malaysia - ISO9001 Audit Service, HACCP Audit
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Keyn Certification Complaint & Appeal Procedure
1. Purpose
This document refers to procedure for certification appeal and complaints handling for the accredited certification scheme.
2. Scope
This procedure applies to appeal and complaint receipt for all certification scheme offered by Keyn Certification.
3. Definition
KC - Keyn Certification Sdn Bhd.
4.1 Appeal Handling
Procedure Flow & Description
4.1.1
General
•
KC’s shall responsible for all decisions at all levels of the appeals-handling process.
•
Technical Manager shall ensure
  1. The persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions.
  2. Submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant.
  3. A description of the appeals-handling process is publicly accessible without request.
4.1.2
Receipt, review, investigate of appeal case and identify needs of action taken
•
Upon receipt the appeal, Technical Manager shall
  1. Acknowledge receipt of the appeal and record the appeal in the Non-Conformance Report Log Sheet.
  2. Validate and investigate the appeal, and identify what actions are to be taken in response to it.
  3. Ensure appeal status is monitored, correction and corrective action including actions undertaken to resolve them is recorded in the Non-Conformance Report Log Sheet.
  4. Ensure appropriate corrections and corrective actions are taken accordingly.
  5. Ensure the decision to be communicated to the appellant is reviewed and approved by Certification Manager / Managing Director / Certification Committee member, who not previously involved in the subject of the appeal.
4.1.3
Verification & Follow-up
•
Upon satisfactory of the action taken, Technical Manager shall
  1. Verify and record the result of verification in the Non-Conformance Report Log Sheet.
  2. If verification found corrective action is not satisfactory to solve or prevent the problem, inform the responsible personnel for further improvement.
  3. Provide the appellant with progress reports and the result of the appeal.
4.2 Complaint Handling
Procedure Flow & Description
4.2.1
General
•
KC's shall responsible for all decisions at all levels of the complaint-handling process.
•
Technical Manager shall ensure
  1. A description of the complaints-handling process is accessible without request.
  2. Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.
  3. The complaint handling shall treat all parties fairly and equitably.
  4. All complaints are handled and processed in a constructive, impartial and timely manner.
  5. Confidentiality relates to the complainant and to the subject of the complaint.
  6. The decision to be communicated to the complainant is made by, or reviewed and approved by, personnel not previously involved in the subject of the complaint.
4.2.2
Receipt, Review, Investigate Of Complaint & Identify Needs Of Action Taken
•
Upon receipt of complaint, Technical Manager shall
  1. Acknowledge receipt of the complaint.
  2. Confirm whether the complaint relates to certification activities that it is responsible for. If so, record the complaint in the Non-Conformance Report Log Sheet.
  3. Confirm if the complaint relates to a certified client, then examination of the complaint shall consider the effectiveness of the certified management system.
  4. Gather and verify all necessary information to validate the complaint.
  5. Ensure any valid complaint about a certified client shall also be referred by the KC's to the certified client in question at an appropriate time.
  6. Investigate the complaint, and identify what actions are to be taken in response to it.
  7. Ensure complaint status is monitored, correction and corrective action including actions undertaken to resolve them is recorded in the NC Log Sheet.
  8. Ensure appropriate corrections and corrective actions are taken accordingly.
  9. The decision to be communicated to the complainant shall reviewed and approved by Certification Manager / Managing Director, who not previously involved in the subject of the complaint.
4.2.3
Verification & Follow-up
•
Upon satisfactory of the action taken, Technical Manager shall
  1. Verify and record the result of verification in the Non-Conformance Report Log Sheet.
  2. If verification found corrective action is not satisfactory to solve or prevent the problem, inform the responsible personnel for further improvement.
  3. Where possible, give formal notice of progress reports and the outcome of the complaints handling process to the complainant.