To document, establish, implement and maintain the system for granting, refusing, maintaining, extending, reducing, renewing, suspending or restoring suspension and withdrawal of certification against management system standards referenced in section MSM-04 of the Management System Manual as per requirements of ISO/IEC 17021-1:2015, and other applicable international standards for certification bodies providing management system certification.
This procedure is applicable to all audits carried out on the client during a certification cycle.
Scheme Manager
ACME Certifications Pvt. Ltd., ensures that the person or the group of persons involved in the decision making for granting, refusing, maintaining, extending, reducing, renewing, suspending or restoring suspension and withdrawal of certification against management system standards have not participated in the audit.
ACME Certifications Pvt. Ltd., ensures that the personnel involved in decision-making as stated above have the competence to evaluate the audit processes and the related recommendations of the audit team. The competence requirements are identified in the document WI-03.
The composition of certification panel who takes decision for granting, refusing, maintaining, extending, reducing, renewing, suspending or restoring suspension and withdrawal of certification against management system standards is identified in document WI-03, certification panel.
Before taking a decision, the certification panel shall
review
the audit reports to confirm that
(a) - The information
provided by the audit team is sufficient with respect to the
certification requirements and the scope of the
certification.
(b) - In case of a major non-conformance
(refer PM-06), the corrections and corrective actions submitted
by the client are reviewed accepted and verified for
effectiveness of the actions taken i.e. the non-conformances are
closed.
(c) - In case of minor non conformances (refer
procedure, PM-06) the planned corrections and the corrective
actions are reviewed and accepted by the team leader or by the
team member.
The final audit reports after initial assessment by Scheme Manager (Procedure: PM-10) are submitted to the certification panel for the technical review and approval.
In addition to the points stated in section 4.1.4 the review
shall also confirm,
(a) - There is evidence that the
client's
management system complies with the certification
requirements.
(b) - Both negative and positive observations
are made with respect to the client's management system.
(c)
- The client is capable of meeting the agreed requirements for
the product as per the scope for certification.
(d) - The
non
conformances raised are meaningful and correctly graded.
(e)
- The corrections and the corrective action identified by the
client appropriate and in conformity with the risk
involved.
(f) - Internal audit and management review are
effective.
(g) - The recommendation of the audit team is
favorable and is justified and accepted.
Depending on the risk factor attached to each technical area, the composition of the certification panel is addressed in WI-03. The certification panel shall review the audit reports and take appropriate decision. The review comments and the decision are recorded in ACME Certifications Pvt. Ltd.,-FM-028
After the decision to grant certification, arrangement is made for the issue of certificate. Initially a draft certificate is prepared and it's correctness of entries verified by the Scheme Manager.
The certificate is signed by Managing Director or by Authorized Person and is issued to the client along with other documents identified in WI-05.
If the recommendation made by the assessment team is not accepted by the panel, the client and the audit team are accordingly informed with an explanation. ACME Certifications Pvt. Ltd., shall further interact with the client to initiate appropriate action to resolve the issue.
The final certificate shall be sent to the client along with conditions for the use of logo and the certification mark, PID-03 and the logos in soft copy.
The Certification document shall include:
(a) - Name and
geographical location of the client.
(b) - Dates of
granting,
extending and renewing certification.
(c) - Expiry date or
the re-certification due date.
(d) - For Certificate Number
we are giving for Country Code + S No.
(e) - The management
system standard, including the issue number and /or the revision
number, used for the audit of the certified client
(f) - The
scope of certification including any exclusion (exclusion
applicable to only QMS)
(g) - The name, address and the
certification mark of ACME Certifications Pvt. Ltd., and the
accreditation symbol as per guidelines of the accreditation
body.
(h) - A means to identify the revised documents from
any prior obsolete documents, in the vent of issue of revised
certificate,
(i) - Any other information required by the
standard used for certification.
(j) - Revision number &
date
along with original certification number to distinguish the
revised documents from any prior obsolete documents.
Validity period of certification document: The certificate issued against any specific management system standard is valid for three years from date of decision on certification.
(a) - If any of the clause or Sub Clause of Section "4.4
Granting of Certification" will be breached or violated or not
complying then certification can be refused.
(b) -
Certification Review Board (CRB) have the discretion to refuse
any of the certificate approval.(c) - If any threat to
impartiality or Certification Decision occurs then Management
/IB
can Refuse the certification.
The Certification is maintained for a period of 3 years under
the following conditions.
(a) - The Surveillance Audits are
conducted as planned and the client has demonstrated that it
continues to satisfy the requirements of the management system
standard as confirmed by ACME Certifications Pvt. Ltd.,.
(b)
- All the non-conformance raised during previous surveillance
are
closed within the time frame agreed and correction and
corrective
actions for the non conformities raised during the current audit
are identified and accepted by ACME Certifications Pvt. Ltd., as
described in procedure PM-06.
(c) - The Internal Audit and
the management reviews are conducted as scheduled and there are
no issues pending.
(d) - The client shall maintain suitable
records of customer complaints and keep the records of
investigation and remedial actions taken with respect to such
complaints for verification by ACME Certifications Pvt. Ltd.,
auditors.
(e) - All outstanding dues to ACME Certifications
Pvt. Ltd., are paid.
(f) - The certification panel approves
the audit.
Any request by the client for any expansion of scope is dealt as per procedure, PM-07.
The decision for granting extension is taken as described in sections 4.1 and 4.2 of this procedure.
ACME Certifications Pvt. Ltd., shall issue a new certificate with amended scope without any change in the certification period as identified in the previous certification document. The new certificate shall contain revision number and date.
ACME Certifications Pvt. Ltd., shall decide to reduce the client's scope of certification by excluding the parts not meeting the requirements, when the client has persistently and seriously failed to meet the certification requirements for those parts of the scope of certification. Such exclusions shall be consistent with the certification standard.
If the reduction in scope is requested by the client it shall be dealt as per procedure -PM-07.
The decision for reducing the scope is taken as described in sections 4.1 and 4.2 of the procedure.
ACME Certifications Pvt. Ltd., shall issue a new certificate with amended scope without any change in the certification period as identified in the previous certification document. The new certificate shall contain revision number and date.
ACME Certifications Pvt. Ltd., shall renew the certification as per procedure for re-certification PM-09.
ACME Certifications Pvt. Ltd., shall make decisions on
renewing certification based on the following,
(a) - The
results of the re-certification audit
(b) - The results of
the review of the system over the period of
certification
(c)
- Complaints received from customers of certified clients.
The decision for re-certification is taken as described in sections 4.1 and 4.2 of this procedure.
ACME Certifications Pvt. Ltd., shall issue a new certificate as described in sections 4.2.8 and 4.2.9 of this procedure.
4.7.1.1 ACME Certifications Pvt. Ltd., shall suspend
certification in cases wherein
(a) - The client's certified
management system has persistently or seriously failed to meet
certification requirements, including requirements for the
effectiveness of the management system.
(b) - The client
does
not allow surveillance and re-certification audits to be
conducted at the agreed frequencies.
(c) - Wishful misuse of
logo & reference to certification.
(d) - Non-compliance to
submission of Corrective action as stated procedure
PM-06.
(e) - Voluntary suspension requested by the
client.
(f) - Non-payment of dues to ACME Certifications
Pvt.
Ltd.,.
4.7.1.2 For re-certification and surveillance audits if the client does not submit the corrective action within 20 workings days from the date of audit, it shall lead to suspension of certification.
4.7.1.3 For certification audit the failure on the part of the client to submit the corrective action within the stipulated time may lead to show cause notice by ACME Certifications Pvt. Ltd.,. If the client does not respond favorably within 03 months the audit shall be treated as cancelled.
4.7.1.4 The suspension shall be for a period of maximum 06 months and the suspended status of the client shall be publicly made available in the register of certified clients being maintained by ACME Certifications Pvt. Ltd., at its registered office. During this period the client shall discontinue the use of logo or any reference of certification in advertising matter, as directed by ACME Certifications Pvt. Ltd.,, at the time of giving notice of suspension and the same also addressed in PID-02 (Rules and Regulations for Certification) and ACME Certifications Pvt. Ltd.,-FM-060 (Certification Agreement) addressed in.
4.7.1.5 The decision for suspending certification is taken by the certification panel of ACME Certifications Pvt. Ltd.,.
In most cases, the suspension would not exceed six months, after complying with Suspension conditions and Closure Recommendation of CAR's as per CRB Decision or recomendation/Management Decision Certification Can be Restored.
ACME Certifications Pvt. Ltd., shall withdraw the certificate
under the following circumstances.
(a) - Failure of the
client to resolve the issues of suspension within six months
shall result in withdrawal of certification.
(b) - Other
reasons like major legal complaint; company involved in
malpractices, ACME Certifications Pvt. Ltd., loses accreditation
etc.
(c) - Client voluntarily requested for a
withdrawal.
Upon withdrawal of certification the client ceases to enjoy the certification status and shall accordingly return the certificate as directed by ACME Certifications Pvt. Ltd., at the time of withdrawal notice.
The decision for withdrawing certification is taken by the certification panel of ACME Certifications Pvt. Ltd.,.
upon request from any party ACME Certifications Pvt. Ltd., shall correctly state the status of certification of a client's management system as being suspended, withdrawn or reduced.
1. Subject Matter Of The Agreement
The subject matter of the agreement between both parties applies to the provision of conditions for granting the certification which confirms that the management system (system in following) conforms to the specified standard or other normative documents for the system. The client is aware of the fact that the system certification is performed on the basis of a dynamic system audit at the given moment. The client is bound to assure that the relevant provisions of this agreement will be met by the organisation whose management system will be certified (organisation in following). ACME Certifications Pvt. Ltd., will perform the certification according to the application of the client and the price offer accepted by the client.
2. Start Of Agreement Validity
This agreement is applicable after it is signed by both parties, and ACME Certifications Pvt. Ltd., price offer is signed by both parties and the filled in ACME Certifications Pvt. Ltd., form APPLICATION FOR MANAGEMENT SYSTEM AUDIT is signed and submitted by the client, all included without any exclusions.
3. System Certification Prosedures
Besides provisions given in 8 TEMPORARY PROVISIONS, both parties agree with keeping the steps and relevant provisions of the certification programme and bind to do everything necessary to keep the correct fulfilment of this procedure. ACME Certifications Pvt. Ltd., is authorised to submit unilaterally non-essential amendments to this procedure that do not influence the content of the agreement between the parties.ACME Certifications Pvt. Ltd., can utilise subcontractors to meet the purpose of this agreement.
3.1 Documentation
By signing this agreement the client agrees to submit the following documentation to ACME Certifications Pvt. Ltd., or its representative before the beginning or during the certification audit: - List of the system procedures indicating the dates of their issue - documentation indicating in broader connections how the requirements for the system are met (usually "manual") - list of services and/or products produced in the system to be certified. The client confirms that these documents reliably define the system status on the date of the certification audit and that they identify the scope and fields of activities which are the subject of the certification.
3.2 System Audit
The certification audit consists of the document review and of the audit in situ by the auditor(s) nominated by ACME Certifications Pvt. Ltd.,. The degree of conformity of the system and the system standard is assessed. The client can appeal against the auditors nominated by ACME Certifications Pvt. Ltd.,. To be valid, the appeal has to be written and submitted within eight days after the names of auditors are announced in writing to the client by ACME Certifications Pvt. Ltd.,. In such a case, ACME Certifications Pvt. Ltd., has to nominate new auditor(s) and is authorised to change the date of the audit. After the audit, ACME Certifications Pvt. Ltd., shall submit to the client the list of nonconformities and observations with the corrective action(s) request and the audit report. The client / organisation binds to propose and carry out corrective action(s) without undue delay and ACME Certifications Pvt. Ltd., shall assess whether the content and the term for carrying them out is acceptable. In some cases ACME Certifications Pvt. Ltd., can decide to perform an extraordinary audit of implementation and effectiveness of the corrective actions. This assessment represents minimum 1/2 day audit.
3.3 Certification
Based on the audit report, the list of nonconformities and the action plan of the client taking corrective actions, ACME Certifications Pvt. Ltd., will decide autonomously about granting, postponing or the rejection of the certification. This decision is made in writing to the client.
3.3.1 Granting Certification
a) - If the certification is granted, the certificate is
issued in the language and for the activities according to the
application, and is sent to the client and recorded into ACME
Certifications Pvt. Ltd., list of certificated organisations &
details will be updated on web pages also.
b) -
Certification
is valid only for the certificated organisation, i.e. for the
system recorded in the certificate applicable for the products /
services recorded in the certificate. Any transfer of the
certification and the certificate is explicitly
forbidden.
c)
- Certification is valid for one year however total validity is
3
years subject to surveillance audits are performed (see below)
and the certification is not suspended or withdrawn by ACME
Certifications Pvt. Ltd.,.
d) - The surveillance audit
represents a visit of an auditor, nominated by ACME
Certifications Pvt. Ltd., to ensure the maintaining of the
system
level. Surveillance audits will be performed every 12 months.
However, this number could be changed if it is imposed by any
official regulation or based on the recommendation of the
auditor.
e) - ACME Certifications Pvt. Ltd., can perform
follow-up audits out of the regular cycle, if the system
amendment (see 8.2) is considered by ACME Certifications Pvt.
Ltd., to be the principal or if the scope of the application is
changed.
3.3.2 Postponment Of Granting Certification
ACME Certifications Pvt. Ltd., can decide autonomously to postpone its decision on certification while the required corrective actions are implemented by the organisation. After these actions are executed, the auditor will perform a new audit. Based on this, ACME Certifications Pvt. Ltd., will decide autonomously about granting the certification. The extent of this new audit depends on the extent of the nonconformities and relevant corrective actions.
3.3.3 Rejection Of Certification
In case the certification is rejected, the validity of this agreement automatically comes to an end three months after the rejection is announced to the client, if the client does not submit an appeal (see 5) or will not submit a new application for audit. The costs will be charged by ACME Certifications Pvt. Ltd., to the client in accordance with the beforehand agreed prices regardless to any appeal.
4. Renewing Certification
The certification must be
renewed before its expiry. Renewal of the certification requires
a total audit. This agreement is the order for certification
renewal. Also, a new ACME Certifications Pvt. Ltd., price offer
must be agreed by the client.
5. Restricting, Suspending, Withdrawing And Expiry Of
Certification
Provisions 5.1 to 5.3 are valid for the entire
scope of certification or for its part.
5.1 - Restricting Certification
Restricting certification is a temporary arrangement, not exceeding a 3 months period and will be applied if the critical nonconformities of the system are identified (e.g. during surveillance audits), or if the certified organisation does not submit adequate corrective actions for identified nonconformities in time. Restricting will be announced to the client and organisation in writing and becomes valid 30 days after it is announced to the client, except if the client appeals within time, according to the procedure given in clause 6.
5.2 - Suspending Certification
ACME Certifications Pvt. Ltd., is authorised to suspend the certification in case of detecting (e.g. during the regular, follow-up, or surveillance audit) that the system is not in conformity with the standard or in case the obligations of this agreement including financial obligations are not kept to by the client / organisation. Suspension can come with or without previously restricting the certification. Suspension will be announced to the client and the organisation in writing, and becomes valid 30 days after it is announced to the client, except if the client appeals within time, according to the procedure given in clause 7.
5.3 - Withdrawing Certification
The certification will be withdrawn:
a) - when the
activities subjected to the certification cease to exist e.g.
suspension of the activity, bankruptcy etc. (in case of
bankruptcy the certification loses its validity on the day the
bankruptcy is announced)
b) - in case the agreement is
cancelled (see 9).
5.4 - Expiry Of Certification
The certification automatically and legally loses its validity after expiry, unless it is renewed.
5.5 - Consequences
In case of restricting the certification, neither the client nor the organisation may either lay claim to the certification or refer to the certification in external contacts (e.g. offer, negotiations about a contract, publication, advertisement) during the time of restriction. In case of suspending, withdrawing or expiry, the client / organisation is obliged to immediately send the certificate to ACME Certifications Pvt. Ltd., and to stop any use of the certification or any reference to it. Any misuse or misleading of this, will lead to penalties. Besides this, ACME Certifications Pvt. Ltd., can publicise the suspension and the withdrawal. In case of suspension, withdrawal or expiry, obligations to ACME Certifications Pvt. Ltd., will legally cease to be.
6.0 - Appeal And Claim Procedure
6.1 - Resolving Of Disputes And Complaints
ACME Certifications Pvt. Ltd., shall constructively and quickly resolve all Appeals and complaints from the client. In case it is not possible to come to an acceptable solution, or a suggested procedure is not acceptable, the client can appeal according to the following provisions.
6.2 - Internal Appeal
In case of dissatisfaction with resolving a complaint or appeal, also the rejection, restriction or suspension the certification, the client can appeal. This appeal has to be presented within 30 days after ACME Certifications Pvt. Ltd., announces its decision. ACME Certifications Pvt. Ltd., is bound by the agreement to examine this appeal with the necessary attention and independence, and announce its decision with explanation in writing within 30 days. If ACME Certifications Pvt. Ltd., agrees to the appeal, it shall accept the new decision. If ACME Certifications Pvt. Ltd., decides to reject the appeal, it will be of the same effect as the original decision, with the notification that the procedure of another internal appeal is not possible. Each party bears its own costs connected with this procedure of an internal appeal.
6.3 - External Procedure
After the procedure of an internal appeal is completed, or if it was not acted in accordance with the procedure for an internal appeal, each party can submit a disagreement related to this agreement for arbitration through the accreditation body or an independent third party, or legal interpretation if necessary. This procedure has no suppressive effect to ACME Certifications Pvt. Ltd., decision.
7.0 - Special Obligations Of The Client / Organisation
7.1 - Access
The client / organisation is bound by the
agreement to perform all necessary arrangements to meet the
purpose of this agreement, to permit ACME Certifications Pvt.
Ltd., representatives access to buildings and establishments of
the organisation with an accompaniment of the organisation
during
regular working hours, and instruct them about keeping
provisions
on work safety, fire safety and protection of the environment.
It
also guarantees the right to review all the documentation, data,
records and activities considered by ACME Certifications Pvt.
Ltd., as important, to interview its personnel and to gain their
full co-operation.
7.2 - Obligation To Report
The client / organisation is
bound by the agreement to inform ACME Certifications Pvt. Ltd.,
immediately in all cases and especially during periodical and
follow-up audits, or during the renewal of certification about
all planned and executed amendments of the system legal,
commercial .status of ownership, organisation & management,
significant events concerning health and safety and any related
findings from any third parties, contact address & sites and its
scope compared to the certificate. Neglecting this obligation to
inform about the forthcoming changes can lead to the suspension
of the certification.
7.3 - List Of Complaints
The organisation is bound by the
agreement to maintain the list of all complaints and corrective
actions (internal and/or external) obtained in the certified
system which shall be submitted to ACME Certifications Pvt.
Ltd.,
representatives during each audit. Maintenance of the list is an
imperative part of the system and it is the condition for
maintaining or renewing the certification.
7.4 - Maintaining System
The client / organisation is
bound by the agreement to do everything necessary to ensure the
functionality of the system and its conformity with the
standard.
7.5 - Utilising Certification
An organisation can utilise
its certification and ACME Certifications Pvt. Ltd.,
certification mark in commercial relations and in the media
(e.g.
in documents, brochures, advertisements etc.) in accordance with
ACME Certifications Pvt. Ltd., conditions. The organisation can
utilise its certification only to express that the system meets
the specified standards or other normative documents, still for
the activities certified. The organisation can neither use its
certification nor the certification mark to mark its services,
products and coverings, nor any other way indicate that the
product or the service are conforming or approved by ACME
Certifications Pvt. Ltd.,. The organisation must not use its
certification in a way that could endanger ACME Certifications
Pvt. Ltd., reputation and must not make statements which could
be
considered by ACME Certifications Pvt. Ltd., as misleading or
unauthorised. The client / organisation shall ensure that no
certification document, mark, report or any of their parts be
used in a misleading way. Any use or reference which could lead
to a mistake will cause immediate suspension of the
certification. In such a case, ACME Certifications Pvt. Ltd.,
will be entitled to require correction in the pertinent
publication on the client's expenses without the possibility of
presenting a claim to recompense possible losses. The client /
organisation must not in any circumstance allow a third party to
use the Certification and the certification mark neither free
nor
for a charge. ACME Certifications Pvt. Ltd., is entitled to
claim
compensation of any damage caused by incor.
8.0 - Temporary Provisions
If any national or
international regulation concerning the system certification
becomes valid, both parties agree to keep and if necessary to
amend this agreement in accordance with this regulation.
9.0 - Validity And Voiding Of The Agreement
This agreement was concluded for an unlimited period. Both parties are entitled to terminate this agreement unilaterally with a 6-months notice period upon written notice communicated to the other party by a recommended letter. The notice period begins on the day of the postal stamp of the registered letter. ACME Certifications Pvt. Ltd., is entitled to give notice of this agreement at any time without the notice period. If the client / organisation does not comply with this agreement, including financial obligations. ACME Certifications Pvt. Ltd., is entitled to present a claim for compensation of losses resulting from it. Notice of this agreement has the same results as withdrawal of the certification according to clauses 5.3 and 5.5
10 - Confidentiality
Both parties are bound by the agreement to keep confidentiality towards third parties. The obligation of confidentiality remains valid for both parties, also after this agreement is finished. information shall not be disclosed to a third party without the written consent of the both parties. Where the certification body is required by law to release confidential information to a third party, the client or individual concerned shall, unless regulated by law, be notified in advance of the information provided.
11 - Publicity
Both parties and the organisation are entitled to make public the fact that the certification of the organisation is going on or has finished. If a previous agreement is not contrary.
12 - Probihition Of Transfer
The client / organisation must not transfer its rights and obligations unless ACME Certifications Pvt. Ltd., gives written permission.
13 - Prices, Price Adjustment And Maturity Period
Financial conditions are agreed between the client and ACME Certifications Pvt. Ltd., or, a ACME Certifications Pvt. Ltd., representative in the residential country of the client.
14 - Responsibility And Legal Claim
This agreement is an agreement on work, not on the result. ACME Certifications Pvt. Ltd., shall be responsible only for the direct losses caused to the organisation resulting from material negligence or a serious mistake by ACME Certifications Pvt. Ltd.,, its bodies, appointed persons, subordinates, representatives or suppliers. This responsibility is limited to the amount equal to 10 multiple of the amount accepted by ACME Certifications Pvt. Ltd., or its nominated representative based on the survey of results of the material negligence or serious mistake. All claims to compensation lose their validity six months after the event that the claim is based on.
15 - Recruitment Of Personal
The client is bound by the agreement not to recruit ACME Certifications Pvt. Ltd., personnel and representatives or use their services except from previous written approval by ACME Certifications Pvt. Ltd.,. Breach of this agreement gives ACME Certifications Pvt. Ltd., the reason to terminate this agreement immediately, and legally entitles ACME Certifications Pvt. Ltd., to claim financial compensation for the losses in the amount of the gross annual income of the person whose services were lost for ACME Certifications Pvt. Ltd.,, minimum in the amount of seventy multiple of the minimal monthly salary in the client's country in the time ACME Certifications Pvt. Ltd.,'s person has left. To prevent misunderstanding, the client / organisation has to always consider all the persons taking part in the performing of this agreement are the employees of ACME Certifications Pvt. Ltd.,.
16 - Applied Law And Competence
Both parties agree to apply the law of the Indian Govt. for this agreement. Any doubts considering the wording or interpretation of this agreement will be solved by mutual agreement of both parties; in a contradictory case the procedure given in point 7 of this agreement will be used. Both parties agree that contractual relationships arising out of this agreement shall be governed in parts not provided for in this agreement by the relevant provisions of applicable legal regulations of the INDIA, in particular by the Commercial Code, without the application of the conflict of laws clauses.. The Parties proclaim they have read this Agreement, have understood its contents, and, expressing their free and serious will, in witness whereof, they have signed it by their own signatures.
To document, establish, implement and maintain the system for addressing Appeal, Complaints and Disputes received by ACME Certifications Pvt. Ltd., as per requirements of ISO/IEC 17021-1:2015, and other applicable international standards for certification bodies offering management system certifications.
This procedure is applicable to all appeal, complaints and disputes received by ACME Certifications Pvt. Ltd., related to its Management System Certification.
Managing Director
4.1.1
Any client shall make an appeal to
the Managing Director of ACME Certifications Pvt. Ltd., in
respect of the following,
(a) Non acceptance of client's
application for certification
(b) Granting, suspending,
withdrawing or denying of certification.
4.1.2
ACME Certifications Pvt. Ltd.,
shall record all appeals in document ACME Certifications Pvt.
Ltd.,-FM-054 and acknowledge the receipt of the appeal. All
appeals shall be addressed within 30 working days from the
receipt of the appeal and ACME Certifications Pvt. Ltd., shall
provide the client with progress reports and the outcome.
4.1.3
All appeals are reviewed by the
appeal panel constituted by managing director for each appeal.
The appeal panel shall contain at least two members from ACME
Certifications Pvt. Ltd.,'s auditor panel who have not been part
of the audit and also not involved in certification decision or
involved in the subject of the appeal. For appeal against the
decision of the Managing Director the matter shall be referred
to
the chairman of the Impartiality Board (IB) for constituting the
panel and taking the decision.
4.1.4
The appeal panel shall investigate
the appeal by looking into the records and / or talking to the
appellant and ACME Certifications Pvt. Ltd., and shall take a
decision taking into account the results of any previous such
appeals.
4.1.5
Based on the decision of the
appeal
panel ACME Certifications Pvt. Ltd., shall initiate appropriate
correction and corrective action and the same recorded in ACME
Certifications Pvt. Ltd.,-FM-054, register for complaints,
appeals & disputes.
4.1.6
ACME Certifications Pvt. Ltd.,
shall be responsible for all decisions at all levels of the
appeal handling process. The decision on the appeal is reviewed
and approved by managing director and is communicated to the
client. This completes the appeal process and ACME
Certifications
Pvt. Ltd., shall also inform the appellant at this time about
the
closure of the appeal.
4.1.7
ACME Certifications Pvt. Ltd.,
shall ensure that the submission, investigation and decision on
appeals shall not result in any discriminatory action against
the
appellant.
4.1.8
The right of the client to appeal
against any decision by ACME Certifications Pvt. Ltd., is
communicated at the time of sending the quotation through
document PID-02.
4.1.9
Information about appeal handling
process of ACME Certifications Pvt. Ltd., is made publicly
available through web site and / or document PID-02.
4.2.1
Information about complaint
handling process of ACME Certifications Pvt. Ltd., is made
publicly available through web site and / or document PID-02.
The
complaints handling process includes the following
An
outline
of the process for receiving, validating, investigating the
complaint and for deciding what actions to be taken in response
to it.
The Managing Director is responsible for gathering
and
verifying all necessary information to validate the
complaint.
4.2.2
The complaint can be made to the
Managing Director by the client or any other interested party in
writing giving details of the complaint. The complaint shall
either relate to the certification activities of ACME
Certifications Pvt. Ltd., or to the certified client and its
activities.
4.2.3
The complaints received are
recorded in ACME Certifications Pvt. Ltd.,-FM-054 and is
acknowledged to the complainant. The managing director shall
review the complaint to ascertain the seriousness and the
genuineness of the complaint. ACME Certifications Pvt. Ltd.,
shall provide the complainant with progress reports and the
outcome.
4.2.4
The complaint redressal
process:
4.2.4.1. Complaints about
ACME Certifications Pvt. Ltd., from the client or third
party
(a) Depending on the nature of the
complaint, Chairman of the Impartiality Board shall decide to
conduct the investigation himself or appoint a complaint panel
for each complaint. The complaint panel shall contain at least
two members from ACME Certifications Pvt. Ltd.,'s auditor panel
who have not been part of the audit and also not involved in
certification decision or involved in the subject of the
complaint. Further, the complainant shall be given an
opportunity
to present the case to the panel in person if he so
desires.
(b) The complaint panel shall
investigate the complaint by looking into the records and / or
talking to the complainant and ACME Certifications Pvt. Ltd.,
and
shall take a decision taking into account the results of any
previous such complaints.
(c) The details
of
investigation and the correction and the corrective actions
identified are recorded in the complaint register. Upon
verification on the effectiveness of corrective action taken,
ACME Certifications Pvt. Ltd., shall inform the complainant
about
the correction and corrective action taken and if the
complainant
is satisfied with the actions taken the complaint is treated as
closed. The final Decision on the resolution of complaint shall
be taken by the chairman of the Impartiality
Board.
4.2.4.2. Complaints
about
the certified client from its customers or any other third
party:
(a) ACME Certifications Pvt. Ltd.,
shall inform the client about the complaint received and ask the
client to investigate the complaint and report the findings to
ACME Certifications Pvt. Ltd., within two weeks from the date of
receiving the complaint by the client.
(b)
If ACME Certifications Pvt. Ltd., does not receive any response
from the client or the action taken by the client is not found
effective, ACME Certifications Pvt. Ltd., shall inform the
client
accordingly and ask for a special audit at the client site by
ACME Certifications Pvt. Ltd.,. On confirmation from the client
ACME Certifications Pvt. Ltd., shall conduct a special audit as
per ACME Certifications Pvt. Ltd., procedure, QP-07 and
investigate the complaint.
(c) If the
complaint is of serious nature ACME Certifications Pvt. Ltd.,
shall initiate the special audit directly with the
client.
(d) As its policy, ACME
Certifications Pvt. Ltd., shall not disclose the identity of the
complainant to the client.
(e) If any
action
is needed to be taken by the client ACME Certifications Pvt.
Ltd., shall verify the effectiveness of such action by suitable
means appropriate to the gravity of the
problem.
(f) If the corrective action taken
by the client is found effective ACME Certifications Pvt. Ltd.,
shall inform the complainant accordingly and the complaint shall
then be treated as closed.
4.2.5
ACME Certifications Pvt. Ltd.,
shall decide to make public the complaint and its resolution if
agreed with client and complainant.
4.2.6
All the complaints received and
their status with respect to their resolution are presented in
the MRM and the IB meeting.
4.3.1
After every audit (certification,
surveillance and re-certification) a feedback from the client in
obtained in document ACME Certifications Pvt. Ltd.,-FM-055, to
assess.
(a) ACME Certifications Pvt.
Ltd.,'s
office responsiveness to client queries at various stages of the
certification process.
(b) Performance of
the audit team.
(c) Areas for further
improvement.
4.3.2
All the feedback received from the
clients are analyzed and appropriate action taken if
required.
4.3.3
The actions taken are recorded in
ACME Certifications Pvt. Ltd.,-FM-055.
4.3.4
A summary of feedback and the
findings with corrective action taken are reviewed in MRM and
(Impartiality Board) IB meeting.
4.4.1
Any dispute arising out of ACME
Certifications Pvt. Ltd.,'s certification activities shall be
settled by private negotiations between the parties, and if this
is not possible it shall be referred to arbitration as per the
Indian Arbitration Act, 1996, subject to Delhi jurisdiction. The
decision of the arbitration shall be binding for the both
parties.
4.4.2
Records of all the disputes are
maintained and reviewed in MRM and IB meeting.
(a) ACME Certifications Pvt. Ltd.,-FM-054 - Register for Appeal & complaints.
(b) ACME Certifications Pvt. Ltd.,-FM-055 - Feedback form.
(c) ACME Certifications Pvt. Ltd.,-FM-009 - Special Audit Report.
(a) PID-02-Rules and regulation for certification.
(b) PM-07, Procedure for Special Audit.
