Handling Clients complaints
Purpose
The purpose of this procedure is to handle all received complaints from certified clients or open market regarding OEQ or its certified clients.
The procedure defines the requirements for:
Investigating to determine the root cause for the non conformance.
Initiating corrective action to eliminate the root cause.
Monitoring the effectiveness of implementation of corrective action. Maintaining the results of corrective actions taken.
Scope
It is applicable to all the received complaints against OEQ or its certified clients through written or any other verbal source.
Definitions & Abbreviations
Top Management : Governing body of the organization made of MD & EC
MD : Managing Director
OEQ : OEQ Certification Pvt. Ltd.
MR : Management Representative.
CA : Corrective Action
Non conformance : It is the deviation from the defined criteria. It is a result of not complying with the requirements.
Corrective Action : Action taken to eliminate the root cause of the non conformance.
Procedure
Complaints received from following sources through email which is displayed on the website:
Client under certification process
Customer of Certified Client
Consumer Forums
Legal authorities
Any other sources
Technical Director accesses the email for received Complaints
Technical Director acknowledges the complainant about receipt of complaint through email.
Technical Director through appropriate sources validate the complaint
If the complaint is found to be invalid, Technical Director communicates back to the complainant with justification.
If the complaint is found to be valid, Technical Director & EC forms an ACTION TEAM.
Members of this team will be different from those who carried out audits and made the certification decision
If the complaint is not related to OEQ, Technical Director to demand CAR from Certified Client.
If the complaint is related to OEQ, Action Team to initiate interim Short-term Containment action.
Action Team to investigate the concern raised in the complaint
EC to verify the investigation outcomes
If the investigation is invalid a re-investigation is recommended
If the investigation is valid, Action Team to propose suitable Corrective action
EC in coordination with Technical Director validates the action proposed and recommends them for implementation
If action implementation takes long time intermediately status is updated to the complaint by Technical Director
Action Team establishes elements to track effectiveness of action proposed.
The action taken is evaluated for effectiveness.
If the action is not effective the proposed action is reviewed.
If the action taken is effective, horizontally deploy those actions in other areas / processes & Close the Complaint.
Technical Director communicates through a formal notice, about the resolution taken against the complainant to the entity who has initiated this Complaint.
The Maximum time for the Resolution of Complaint is 24 Hours i.e. means within 24 Hours of time OEQ will Resolve the Issue.