a. VCERT have documented process to receive, evaluate and make decisions on complaints. VCERT will record and track complaints, as well actions undertaken to resolve them.
b. Upon receipt of a complaint, VCERT shall check and confirm whether the complaint relates to certification activities. If so, the complaint is forwarded to the responsible person and address the same in the complaint file. All complaints and its related documentation shall be collected in the complaint file. The Quality Manager assures that the complaints are documented and informs the complainant accordingly.
c. The complainant will be kept informed of progress during the investigation. The complaint will be closed following satisfactory conclusion of the investigation. Following closure, the complainant will be advised in writing that the investigation has reached its conclusion, and the details of any outcomes.
a. The client has a right to appeal any decisions made by the VCERT. Notification of the intention to appeal, and subsequently details of the appeal, must be made in writing to the quality manager, VCERT. All appeals received by VCERT shall address and document in a register.
b. Following receipt of an appeal, VCERT will convene as soon as practicable, a meeting of the independent appeals committee.
c. The decision of the appeals committee shall be final and binding on both the client and VCERT. Once the decision regarding an appeal has been made, no counter claim by either party in dispute can be made.
d. In instances where the appeal has been successful, no claim can be made against the Certification
Body for reimbursement of costs or any other losses incurred.