Complaints Policy
This policy defines how complaints are received, investigated, resolved, and closed with confidentiality, objectivity, documented outcomes, and continual improvement.
Complaints Policy (Receiving, Investigating, Resolving, and Closing Complaints)
Entity: Quality Report Management Consulting Co
1) Purpose: To define how complaints are received and processed to ensure fair and professional handling, timely response, documented records and root cause analysis, and corrective actions to prevent recurrence.
2) Scope: Covers complaints related to audit/assessment services, granting and certification decisions, training delivery, personnel/contractor conduct, confidentiality/information protection, and certificate/logo use or claims.
3) Definition: A complaint is any expression of dissatisfaction regarding a service, decision, or conduct that requires a response or resolution.
4) Submission channels: website form (if available), official email, formal letter, or phone call followed by written documentation when needed.
5) Required information: complainant name/organization and contact details, description and date, service/project/reference (if any), and supporting evidence.
6) Receipt and logging: complaints are recorded in a formal log with a reference number and acknowledgment is sent within a defined internal timeframe.
7) Initial assessment and classification: by severity, type (technical/behavioral/procedural/confidentiality), and whether temporary suspension of an activity is needed.
8) Investigation and treatment: assign an investigator as independent as practicable, gather facts and review records, ensure confidentiality and non-retaliation, and define an action plan with immediate, corrective, and preventive actions.
9) Response and closure: communicate outcomes and actions within a reasonable timeframe; close the complaint after actions are implemented or a resolution is agreed; retain records.
10) Appeals: if a complaint constitutes an appeal against granting/non-granting/suspension/withdrawal, it is handled via an independent appeal path with additional impartial review.
11) Continual improvement: complaints are periodically analyzed for trends and root causes; procedures and internal training are updated accordingly.