2.0 - Management of complaints

An applicant, a certified company or any interested party can file a complaint.

Any complaint received by ARS in writing or by email or telephone in connection with its functions as a certification body or a company certified by it, must be fully reviewed by the CEO and must be recorded in the complaints register. The monitoring and recording of complaints, including the actions taken in response to them, is maintained by the CEO.

  • 2.1 If the complaint concerns the certified customer:

  • CEO must ensure that the effectiveness of the certified management system is verified by competent auditors, who have not previously been involved with the client;

  • The above communication is sent to the certified customer within 14 days of receipt of the complaint and recorded in the complaints register. The monitoring and recording of complaints, including the actions taken in response to them, are managed by the CEO.

  • 2.2 If the complaint is about a certified customer management system:

  • CEO ensures that the effectiveness of the certified management system is verified by competent auditor(s)/person(s) who have not previously been involved with the client;

  • Interested auditors may be called upon to confirm the facts in the case of certification activities;

  • After analyzing the root cause, a method would be found to eliminate the cause of the complaint and appropriate corrective and preventive measures would be instituted;

  • If the complaint is against a representative of ARS, including the CEO, it will be investigated by the chair of the Impartiality Guarantee Committee. The complaint must be filed within 45 days of receipt of the complaint.

3.0 - Actions on complaints

In the event of a complaint, the CEO must:

  • Verify the timeliness and effectiveness of the actions taken against the complaint received and ensure its timely disposal;

  • Ensure that the complainant is informed of the outcome of the investigation within six weeks of receiving the complaint;

  • Ensuring that all complaints, after being resolved and disposed of, must be closed with a closing note from the CEO. Where applicable, the certification will be restored as quickly as possible;

  • Ensure the adoption of all appropriate corrections and corrective actions, as well as the adoption of adequate preventive actions to avoid the recurrence of such cases;

  • Ensure that the effectiveness of the measures adopted is addressed during the Management review meeting;

  • Ensure that the entire process to be followed meets the requirement of confidentiality regarding the complaint and the subject of the complaint. Complaints are recorded in the complaints register;

  • Collect and verify all information necessary to validate the complaint;

  • Ensure that the acknowledgment of receipt of the complaint is sent to the complainant and is informed in writing of the progress and outcome of the result every month until its closure;

  • Ensure that the decision communicated to the complainant is reviewed and approved by the person or persons not previously involved in the subject of the complaint;

  • Formally notify the complainant of the end of the complaints handling process;

  • Check with the client and/or the complainant to what extent the complaint can be made available to the public;

  • Make sure the complaint has been closed within 45 days of receiving the complaints.

4.0 - Reiteration of complaints

  • If a complainant is dissatisfied with the outcome of ARS’s complaints handling process, the complainant can direct the complaint directly to the ACCREDITATION BOARD;

  • If complaints are not closed within a time frame as prescribed, then agreed with the complainant it must be forwarded to top management at ARS to ensure that the complaint receives appropriate priority.

  • Complaints that are not closed within the agreed deadline as prescribed must be brought to the attention of the ACCREDITATION ORGANIZATION.