Assurance

ISO Certification - Appeals & Complaints

Appeals

AARC-360 is responsible for all decisions at all levels of the appeals-handling process. AARC-360 will ensure that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions.
If the Client is not satisfied with the findings from the audit, the Client will submit the appeals through ap****@**********60.com within 7 days from the last day of the audit or by completing the form below. The Certification Group will address the appeal by evaluating the appeal and the audit findings. The Certification Group will also interact with the Client to understand the Client’s concerns and will also interact with the auditor to understand the justification for the findings. The Certification Group will take a neutral stand in analyzing the situation in coming up with the final resolution. Detail justification will be recorded in the Appeal & Complaint Spreadsheet.
Submission, investigation and decision on appeals will not result in any discriminatory actions against the appellant.
AARC-360’s appeals-handling process includes the following elements and methods:

an outline of the process for receiving, validating, and investigating the appeal, and for deciding what actions need to be taken in response to it, considering the results of previous similar appeals;
tracking and recording appeals, including actions undertaken to resolve them;
ensuring that any appropriate correction and corrective action are taken.

The Certification Group is responsible for gathering and verifying all necessary information to validate the appeal.
The Certification Group will acknowledge receipt of the appeal and will provide the appellant with progress reports and the result of the appeal.
The decision to be communicated to the appellant will be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal.
AARC-360 will give formal notice to the appellant at the end of the appeals handling process.

AARC-360 will be responsible for all decisions at all levels of the complaints handling process.
Submission, investigation and decision on complaints will not result in any discriminatory actions against the complainant.
Upon receipt of a complaint, AARC-360 will confirm whether the complaint relates to certification activities that it is responsible for and, if so, will deal with it. If the complaint relates to a certified client, then examination of the complaint will consider the effectiveness of the certified management system.
Any valid complaint about a certified client will also be referred by AARC-360 to the certified client in question at an appropriate time.
AARC-360 has a documented process to receive, evaluate and make decisions on complaints. This process is subject to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.
AARC-360’s complaints-handling process includes the following elements and methods:

an outline of the process for receiving, validating, investigating the complaint, and for deciding what actions need to be taken in response to it;
tracking and recording appeals, including actions undertaken to resolve them;
ensuring that any appropriate correction and corrective action are taken.

AARC-360 is responsible for gathering and verifying all necessary information to validate the complaint.
Whenever possible, AARC-360 will acknowledge receipt of the complaint, and will provide the complainant with progress reports (if appropriate and / or feasible) and the result of the complaint.
The decision to be communicated to the complainant will be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the complaint.
Whenever possible, AARC-360 will give formal notice of the end of the complaints-handling process to the complainant.
AARC-360 will determine, together with the certified client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution will be made public.