Complaints and Appeals
QCI Global, a comprehensive process is in place to handle complaints and appeals effectively.
We have a well-defined process in place to handle complaints, appeals, and feedback from stakeholders.
Definitions
Complaints, Feedback and Appeals Management Process at QCI Global
Once you are sure you have all the necessary information about your Complaint or Appeal, please contact us.
A formal expression of dissatisfaction about QCI Global Assurance personnel, services, decisions, or clients.
Information received by QCI Global in reaction to a product, a person’s performance or a process which is used as a basis for improvement.
A formal request by a complainant for a review of the outcome of a complaint investigation is commonly referred to as an appeal.
A person authorized by QCI Global to make a certification decision.
A person authorized by QCI Global to make a certification decision is commonly referred to as a Certification Decision
Person within QCI Global Assurance allocated responsibility for case managing a complaint.
Complaints, appeals, and positive feedback play an important role in the continuous improvement process of QCI Global.
Complaint Procedure
Complaints can be made to QCI Global via email, letter or phone to your QCI Global contact.
When notifying QCI Global of a complaint please supply all details of the complaint and any evidence supporting your complaint.
Upon receipt of your complaint a Responsible Person will be assigned to manage the complaint. They will notify you of receipt of your complaint.
The Responsible Person will manage the complaint through to completion.
Your complaint will be investigated. Once a decision on the complaint is received the Responsible Person will advise you of the decision.
If you are dissatisfied with the outcome of the complaint investigation and decision you can appeal the complaint decision.
Submission, investigation, and the decision on complaints shall not result in any discrimination against the Complainant by QCI Global.
Appeals Process
If you are dissatisfied with the outcome of the complaint, appeals can be made to QCI Global by contacting the Responsible Person and provide in writing the following:
- The nature of the appeal
- Evidence to support the appeal
The Responsible Person will forward the appeal request to QCI Global Technical Services team.
A Technical Services team member will respond in writing acknowledging receipt of your appeal and arrange an independent review of your appeal.
The review will include:
- Interviewing relevant stakeholders
- Reviewing all relevant documentation
- Considering information provided by the person making the appeal
- Considering any other relevant requirements, e.g. standard(s) or scheme requirements
Once the review is completed, the Technical Services team member will notify you in writing of the outcome of the appeal. Appeal decisions are considered final by QCI Global.
If you are not satisfied with the outcome of the appeal you have the right to contact the relevant accreditation body.
Submission, investigation and the decision on appeals shall not result in any discrimination against the Appellant by QCI Global.
Management Document
This document defines how complaints, appeals and positive feedback shall be received and managed by QCI Global.