Complaint is an expression of dissatisfaction, other than appeal, by any person or organization, to IQCPL relating to its activities where a response is expected.

Complaint can be made by any person or organization against the following

IQCPL 's operation and / or procedure.
The auditor, expert, CDMG or staff of IQCPL
Process of auditing by the auditor
d) Misuse of certification status either in the scope or in the logo.
e) On the certified client.

The complaint must be made in writing to IQCPL with complete details of the complainant (Name, Address, Organization, etc.) and description of the problem. Director technical will acknowledge the complaint within ten days (excluding postal time) with brief details on the approach and approximate time required for addressing the complaint.

If the complaint has no details of the complainant or the description is not adequate, IQCPL

will reserve the right of detailing the complaint as deemed unfit.

IQCPL will refer any complaint received to the concerned certified client at an appropriate time. Confidentiality will be maintained.

DT shall arrange a detailed investigation. An independent review team which is not previously involved in the subject of the complaint is assigned to conduct the investigation. The investigation shall include the following:

Review of pertinent data;
Interviews with audit team members, as appropriate;
Interviews with client's personnel, as appropriate.

The investigation team will report its finding to Director Technical along with its recommendation for the disposal of the complaint. If the recommendation is for conducting a audit at the certified client premises.

The progress of investigation and the outcome shall be informed to the complainant to the extent required. A formal notice of the completion of the complaint handling process shall be sent to the complainant.

IQCPL determines the extent of complaint and its resolution to the public in agreement with client and complainant.

The Director Technical will follow each complaint to conclusion and initiate possible preventive actions, if any. Effectiveness of such actions would be assessed and reported in the Management review meetings.

AppealAppeal is a request by a client for reconsidering of any adverse decision made by IQCPL related to its desired certification status.

Appeal can be filled by any person or organization on the following reasons:

Response on corrective action requests.
Changes in certification scope.
Decisions to deny suspend or withdraw certification.
d) Any other action that impede the attainment of certification.
e) Non acceptance of auditor's findings.

Any person or organization can file an appeal against the decision of the IQCPL to the Chairman of Impartiality committee through Director Technical. The appeal must be filed in writing within thirty days of the decision of the IQCPL along with all the necessary documents in support of the appeal.

The Director Technical verifies the documents for completeness and may ask for additional documentary support if necessary. Once documents are complete, the Director Technical acknowledges the receipt of the appeal, and then it shall be register in the appeal record.

It shall be forwarded to the Chairman of Impartiality committee. The Chairman has the right to either disallow the appeal or to form an appeals committee based on the merit of the contents of appeal.

The appeal will be handle by BOD in consultation with Impartiality committee members nominated by the Chairman. It would be ensured that the members had not been involved in the subject matter of the appeal.

The head may ask the appellant to present the facts in person to the appeals committee if necessary or if so desired by the appellant.

The BOD may ask any of the staff, auditors, and group for the facts to help in discharging the appeal based on facts.

The BOD gives its recommendation to the Chairman of the Impartiality committee for necessary action to discharge the appeal to the satisfaction of the appellant. The Chairman will give the decision on the appeal based on the recommendation by the BOD. The decision of the Chairman of the Impartiality committee in this regard will be final.

The Director Technical will follow each appeal to conclusion and initiate possible preventive actions if any. Effectiveness of such actions would be assessed and reported in the Management review meetings.

In case the client is not satisfied with IQCPL’ s handling of the appeal or the decision arrived at after the stipulated time frame, the client has the liberty to approach the Accreditation Board concerned for redressal, but with prior information to IQCPL.