The complaint can be received by e-mail, fax, written, verbal. MQAS shall
only accept such complaints with proper identification of the person.
On receipt of complaint, the committee evaluates gathers and verifies
all necessary information to validate the complaint. In case it is
confirmed that the complaint relates to certification activities, the
committee shall initiate investigation.
Director ensures that the persons engaged in complaints handling process
are different from those who carried out audits and made the
If the complaint is about certified clients, it is communicated to the
concerned client at an appropriate time. The complaint is recorded,
acknowledged and communicated to the complainant by the committee.
Complaints are investigated by the committee for deciding actions to be
taken in response to the complaint.
In case the complaint is against the certified client, the investigation
shall consider the effectiveness of certified management system and any
actions required are decided by the committee.
The committee implements the actions decided and track the actions taken
till its completion. The committee also ensures that corrections and
appropriate corrective actions are implemented and completed where
Whenever possible, the committee communicates the progress on the
actions to the complainant and at the end of complaint closure; formal
notice is given to the complainant.
The above activities of complaint handling process are subjected to
requirement for confidentiality as it relates to the complainant and to
the subject of the complaint.
The progress report is sent to the complainant and requests him for the
feedback within fifteen days. If the complainant does not come back it
means the complaint is resolved.
The committee determines, together with client and complainant, whether
and, if so to what extent, the subject of the complaint and its
resolution shall be made public.
Corrective actions as required are dealt with as per procedure
(Corrective and Preventive Action).
The progress report is shown and discussed with impartiality committee.
Confidentiality is maintained throughout.
Change of address of organisation/site
Change in organisation structure, key personal (technical, managerial)
Change in ownership or legal status of organisation
Major changes in scope, processes, technology, and management system