Appeals, Complaints & Disputes
Issue 1 (January/2012)
The purpose of this procedure is to establish the procedure for dealing with appeals, complaints and disputes.
The scope of this procedure will cover any appeal, complaint and dispute related to certification raised to BSI Group Indonesia.
The Chairperson of the Certification Advisory Council (CAC) will be responsible to nominate CAC Members to form an Appeal Committee.
The Appeal Committee will be responsible to decide on the outcome of the appeal.
The Operations Director will be responsible to inform the company of the outcome of the Appeal Panel’s decision.
The Managing Director / Operations Director will be responsible to nominate an independent staff to investigate into any complaint and decide on the necessary corrective action.
The Team Leader will be responsible to try to settle any dispute with customer at site. Otherwise, the Managing Director will be the final authority to decide on any dispute.
Any appeal by a client against any decision made by BSI Group Indonesia will be acknowledged within 7 days from the date of the receipt of appeal. Appeals will be processed, concluded and decision communicated to relevant parties as efficiently as circumstances permit.
The appeal shall be made in writing to the Managing Director.
Upon receipt of the appeal, the Managing Director / Operations Director will inform the company that BSI is investigating into the case and will report on the progress and outcome of the case.
Managing Director will consult the Chairperson of the Certification Advisory Council (CAC) to nominate two additional CAC Members to form an Appeals Committee. The Appeals Committee being appointed must satisfy the following criteria:
1. Have not been involved in the certification / audit process.
2. Have not been involved in the decision making of the certification.
The Appeals Committee will investigate into the appeal raised and decide on the outcome of the appeal. The committee will validate and investigate the appeal, and for deciding what actions are to be taken in response to it, taking into account the results of previous similar appeals. The decision of the Appeal will be based on consensus and the committee’s decision will be final.
Upon completion of the investigation, the Appeals Committee will inform the Operations Director in writing of the decision taken.
BSI Group Indonesia will consider the decision of the Committee and will take any appropriate correction and corrective action as required.
The Operations Director or appointed person not previously involved in the subject of appeal will write officially to the company concerned informing them of the Appeals Committee‘s decision.
The Operations Director will file the appeal, the decision of the Appeal Committee and the official letter to the company in the “Complaint/Appeal/Dispute” file.
The Operations Director is responsible to maintain a register (8.5.2 Form A) to keep track on the status of appeals received.
Submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant.
Any official complaint in association to the BSI Group Indonesia’s certification activities will be directed to the Managing Director / Operations Director.
Upon receipt of the complaint in writing, the Managing Director / Operations Director shall confirm whether the complaints relates to certification activities that BSI MS Indonesia is responsible for and, if so, shall deal with it. If the complaints relates to a certified clients, then examination of the complaint shall consider the effectiveness of the certified management system.
Any complaint from an Accreditation Body must also be referred to the Asia Pacific entity.
BSI Group Indonesia will subsequently inform the company that it is investigating into the case and will report on the outcome of the case. Acknowledgement of the receipt of the complaint shall be provided to the complainant, together with the report on the progress.
Managing Director / Operations Director will raise the CPAR form to the relevant person for investigation. The relevant person in this case is the one who is responsible for corrective action to be taken for the problems occurred within his/her area of responsibility. The person should not be the subject of subsequent investigation.
The relevant person will investigate the complaint to identify:
1. If any aspect of the BSI MS Indonesia has failed and if so, identify corrective action to prevent recurrence.
2. If there are any shortcomings with the Management Systems and/or processes of our client. If this is the case, the client will be required to put in place a suitable corrective action process. BSI may need to take additional action as a result of identified system failings.
It is also important to note that BSI Group Indonesia is not in a position to become involved in contractual or financial disputes between a client and the complainer.
Upon completion of the investigation, the relevant staff will recommend the correction and corrective action and the Managing Director / Operations Director to decide on the corrective action to be taken where necessary.
The relevant staff is to implement appropriate correction and corrective action and the Managing Director / Operations Director is to assess the effectiveness of the corrective action taken.
For complaints about our clients, the investigation can take up to six months to close out, as a visit may be needed to the clients’ premise. These complaints will be reported on separately and will not count in the outstanding complaints over one month.
The Operations Director or appointed person not previously involved in the subject of complaint will write officially to the company concerned informing them of the decision(s) on complaint.
The Operations Director will file the complaint and the letter to the company in the “Complaint/Appeal/Dispute” file.
The Operations Director is to maintain a register (8.5.3 Form B) to keep track on the status of all official complaints received.
Confidentiality, as it relates to the complainant and to the subject of the complaint shall be maintained.
Should any dispute arise in the course of conducting the assessment visit, the Team Leader will try to settle the dispute with the Management Representative of the company. He will consolidate all objective evidences to support his case.
If the situation does not warrant this approach, the Team Leader will terminate the assessment and document the background of the case and refer the matter to the Operations Director.
The Operations Director will document the dispute in the CPAR form and study the case. He will decide on the corrective action to be taken.
Where necessary, he will make an appointment to discuss the matter with the company. If the company agrees, a separate assessment should be scheduled and the Operations Director may appoint a new assessment team to conduct the assessment. The findings of the subsequent audit will be the conclusion of BSI Management Systems.
The Operations Director will file the CPAR form and all records of the dispute in the “Complaint/Appeal/Dispute” file.
4.4. Preventive Actions
The Operations Director will review the records of appeals, complaints and disputes every six monthly on January and July each year. When a nonconformance trend or potential problem is detected, he will issue a CPAR form to the relevant person to investigate the problem.
The relevant person will discuss the result of the investigation with the Operations Director and decide on the preventive action. The preventive action will be implemented accordingly. The Operations Director will assess the effectiveness of the preventive action taken and suggest/implement further preventive actions if necessary.
He will close the CPAR Form (8.5.3 Form C) upon satisfactory preventive action being taken.
All preventive actions taken will be discussed at the next management review meeting.
1. Register of Appeals
2. Customer Complaint Register
3. CPAR Form (A360)