Complaint Process
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Complaint Process
5.8 Appeals, Complaints, and Dispute Management. This section outlines the formalized procedures for receiving, investigating, and resolving all client appeals, complaints, and disputes.
5.8.1 Grievance and Dispute Management. All complaints, appeals, and disputes are formally registered in writing upon receipt. Staff members must immediately notify the Head of Certification at BSecurity Certifications, who directly manages commercial grievances. Technical complaints are escalated to the Operations Committee for specialized review. Following a decision, the complainant is notified of the outcome and subsequent actions in writing. If an agreement cannot be reached, BSecurity Certifications will determine if the Certification Committee should be consulted, ensuring all documentation is systematically archived in the official Complaints File.
5.8.2 Notification and Formal Procedures. The procedures for managing appeals, complaints, and disputes—along with the specific rights for using the BSecurity Certifications symbol—are formally integrated into all certification contracts. Upon receipt of any grievance, the client is promptly notified in writing. The Office Coordinator then informs the Certification or Operations Committee and ensures the final resolution is communicated to all concerned parties in a timely and transparent manner.
5.8.3 Audit Feedback and Performance Review. As part of the final audit report, auditors facilitate the completion of an Assessment Activity Survey. This feedback is meticulously reviewed by the Certification Committee during the final evaluation phase. Should the Committee identify any significant appeals, complaints, or disputes within these reports, they are promptly escalated to the relevant department for immediate corrective action and resolution.
5.8.4 Specification of Corrective Actions. To prevent the recurrence of errors or deviations, the Head of Certification defines mandatory corrective actions, identifying the specific personnel responsible for implementation and establishing firm completion deadlines. This process ensures that all systemic gaps are addressed through accountable follow-up and documented resolution.
5.8.5 Management of Internal and External Non-Conformities. Any non-conformity identified within BSecurity Certifications or its certified clients—whether reported by internal staff or external interested parties—must be immediately communicated to the Office Coordinator, Management Representative (MR), or Head of Certification. All reports are formally logged in the Non-Conformity File, where appropriate remedial actions are assigned to responsible personnel. The Operations and Certification Committees then review these cases to verify completion and implement necessary preventive measures to ensure system integrity.
Working Process
