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Appeals & Complaints Management

Complaints

A written expression of dissatisfaction – other than appeal –, by any person or organization, relating to the WECERT activities, personnel and/or representatives, where a response from WECERT is appropriately requested in accordance with the company’s complaints and appeal handling Process.

Appeals

A request by a client (certificate holder or certification applicant) for formal reconsideration of any adverse decision made by WECERT related to its desired status. Such request will be resolved by WECERT in accordance with the company’s complaints and appeal handling Process. Submission, investigation and decision on appeals will not result in any discriminatory actions against the appellant.

THE PROCESS OF COLLECTING CLIENT FEEDBACK AND ADDRESSING COMPLAINTS IS AN INTEGRAL PART OF OUR DAY-TO-DAY WORK

With your feedback, we are able to better satisfy your needs, resolve complaints and provide you with added value. Our Customer Satisfaction Survey and complaint procedures make it easy to provide feedback about your experience.

Handling Compliant & Appeals

In line with our organizational responsibility and in line with our policy, responding to all interested parties feedbacks including appeals and complaints, is a priority.
In this regard, each of the customers and interested parties may express their appeals & complaints in different ways, including by phone, sending fax or email, or through our website by filling the eForm.
We will respond to the issues raised in the shortest possible time in a completely impartial atmosphere.

to comply with our policy and for having an effective and efficient compliant handling process we have developed this process based on the requirements of the ISO/IEC 17021:2015 standard and also using the requirements of the ISO 10002:2018 standard (Quality management — Customer satisfaction — Guidelines for complaints handling in organizations),

This process is developed based on the following basic principles and is implemented in all levels:

Commitment

Commitment

In WECERT we are committed to define and implement a compliant handling process.

Capacity

Capacity

We have allocated and managed effectively and efficiently sufficient resources for and committed to compliant handling and 

Transparency

Transparency

Our compliant-handling process is communicated to customers, personnel and other relevant interested parties.

Accessibility

Accessibility

Our compliant-handling process is easily accessible for all to compliant. we have tried to prepare all supporting information easily understandable.

Responsiveness

Responsiveness

We try to address the needs and expectations of customers with respect to compliant handling.

Objectivity

Objectivity

We address each compliant in an equitable, objective and unbiased manner through the defined compliant-handling process.

Charges

Charges

Our compliant-handling process is always 100% free of charges to the complainant.

information integrity

information integrity

We do our best to ensure that the information about our compliant-handling is accurate and not misleading, and the data collected are relevant, correct, complete, meaningful and useful.

confidentiality

confidentiality

Personally identifiable information concerning the compliant is available only for the purpose of addressing the compliant and are actively protected from disclosure.

Accountability

Accountability

We establish and maintain accountability for, and reporting on, the decisions and actions with respect to complaint handling.

Improvement

Improvement

Increased effectiveness and efficiency of the compliant-handling process is our permanent objective.

Timeliness

Timeliness

Complaints are handled as expeditiously as feasible given the nature of the compliant and of the process used.

Reception of Feedback: Upon receiving the Compliant / Appeal, we will record it with all the received supporting information.

Acknowledging of Compliant/Appeal: We will notify the complainant about the reception of the Compliant/Appeal with 24 hours.

Identification Code: a unique code will the assigned to each Compliant/Appeal and it will be communicated to complainant via Email.

Tracking of Compliant/Appeal: each complainant can track their complaint/appeal through the entire process until the final decision is made via this unique code by using our online platform or with Email or phone call.

Initial Assessment: Upon receiving the Compliant/Appeal, it will be reviewed by our Quality Assurance Manager, this review will be in terms of Compliant/Appeal type, severity, safety implication, complexity, impact and the need of immediate action.

Investigation: Quality Assurance is in charge of undertaking required investigation and he should arrange the required meetings with the responsible committees for investigation of the Compliant/Appeal, he will be assured that the personnel involved in the audit process are not responsible for handling the compliant and cannot affect the decisions.

Determination of Correction and Corrective Actions: Compliant/Appeal will be reviewed in the committees and after determination of the root cause(s) of it, the required correction(s) and corrective action(s) will be determined and the timeframe, responsible(s) and required resources will be determined and allocated.

Implementing activities: the determined correction(s) and corrective action(s) shall be undertaken by responsible(s) with the determined timeframes and quality assurance manager is responsible for monitoring the progress of these activities and also reporting to Managing Director.

Communicating the Decisions: the proposed decision and all action taken regarding the Compliant/Appeal which are relevant to complainant will be communicated to them.

Closing Compliant/Appeal: if the complainant accepts the proposed decision, the activities will be undertaken as agreed. in case the complainant rejects the proposed decisions the Compliant/Appeal will remain open and alternative forms such as dispute resolution will be applied.

To avoid conflicts of interest, Appeals/Complaints will be analyzed and processed by qualified and independent personnel.

If you have a complaint or dissatisfaction with any of the services received from WECERT, or if you have a complaint about the relevant management system from any of the companies or organizations that have received a management system certificate you can inform us about the relevant case by filling out the complaint registration form.