1. Receipt of Complaint:

  • Channels for Submission:
    • Establish clear and accessible channels for submitting complaints, including online forms, email, phone, or postal services.
  • Documentation:
    • Document all relevant details of the complaint, including the complainant’s information, nature of the complaint, and any supporting documents.

2. Initial Review:

  • Assigned Responsible Party:
    • Assign a responsible individual or a team to conduct an initial review of the complaint.
  • Acknowledgment:
    • Acknowledge receipt of the complaint promptly, providing a reference number and an estimated timeframe for resolution.

3. Investigation:

  • Gathering Information:
    • Collect additional information from relevant parties, if necessary, to fully understand the nature of the complaint.
  • Collaboration:
    • Collaborate with relevant departments or assessors involved to gather insights and details.

4. Analysis and Evaluation:

  • Root Cause Analysis:
    • Conduct a root cause analysis to identify the underlying issues leading to the complaint.
  • Assessment against Standards:
    • Evaluate the complaint against relevant ISO accreditation standards and internal policies.

5. Corrective and Preventive Actions:

  • Immediate Actions:
    • Implement immediate corrective actions if necessary to address urgent issues.
  • Long-Term Solutions:
    • Develop and implement long-term corrective and preventive actions to address the root cause and prevent recurrence.

6. Communication:

  • Feedback to Complainant:
    • Provide the complainant with feedback on the investigation, actions taken, and the resolution.
  • Communication Internally:
    • Communicate the findings, actions, and lessons learned internally to relevant staff members.

7. Documentation:

  • Record Keeping:
    • Maintain detailed records of the complaint, investigation, and actions taken for future reference and continuous improvement.

8. Review and Continuous Improvement:

  • Periodic Review:
    • Periodically review the complaint handling process to identify opportunities for improvement.
  • Feedback Loop:
    • Establish a feedback loop with complainants to gather insights on the effectiveness of the resolution and any suggestions for improvement.

9. Reporting:

  • Internal Reporting:
    • Provide periodic reports to management on the number and types of complaints, resolutions, and trends identified.
  • External Reporting (if required):
    • Comply with any reporting requirements to external entities, if applicable.

10. Confidentiality:

  • Maintain Confidentiality:
    • Ensure that all information related to the complaint is treated with the utmost confidentiality, disclosing it only to individuals involved in the resolution process.

11. Timeliness:

  • Timely Resolution:
    • Strive for a timely resolution of complaints, keeping the complainant informed of progress throughout the process.