Approved by: Managing Director
Document Title : Procedure to Address Complaints and Appeals
Document Code: QSP–PSA-7.13
This procedure outlines the processes to be followed when any person or organization expresses dissatisfaction to PSA relating to its activities, or addressing an appeal raised by Applicant against A PSA decision
The purpose of this procedure is to describe the steps needed to address customer Complaints and Appeals and collect customer feedback and monitor customer satisfaction
This procedure covers all of the Corporation’s customers.
CEO : Responsible for solving customer complaints and the actions taken in the form of handling customer complaints.
CEO : responsible for receiving customer complaints, referring to the relevant unit, conducting follow-up until resolved.
CEO : Responsible for obtaining customer opinions, monitoring customer satisfaction, analyzing the received ideas and passing the results to management review sessions.
The CEO is responsible for following up on the appeal of the certification process.
Customer Complaint: Any kind of written report of customer dissatisfaction regarding the non-compliance of the service provided by the Corporation with the requirements specified is deemed to constitute a complaint to the customer.
Customer Complaint Handling:
In order to investigate, handle and process the response to a complaint received from the customer, and report to the Managing Director in accordance with the following:
The relevant director is required to examine the customer’s complaint and to act as soon as possible to perform the required actions and process the response to the client and return the results to the client in the relevant form, along with copies of the documents and correspondence made to the CEO. If necessary, decisions on the required actions can be taken by holding a meeting with the relevant managers.
Any customer appeal based on documents that did not meet the requirements of the certification process should be reviewed by the CEO
6.1 A requirement that all formal and informal complaints, appeals, concerns or objections related to the activities of the PSA
certificate holder or a certification applicant be kept on file and logged (ISO 17065 section 7.13.1).
In unsolvable cases, the issue of dispute can be referred to the arbitration of the Chamber of Commerce or veterinary systems described in Article 2 of the Productivity Enhancement Law.
6.5 Determining whether the complaint or appeal relates to certification activities for which the PSA is responsible.
6.6 The appointment of an independent member of the CAB management who shall:
a) Report to top management
b) Be responsible for ensuring that procedures (ISO 17065 7.13) are followed.
6.7 A procedure for reviewing all complaints and forwarding them to the responsible body as appropriate.
The IT monitors and evaluates customer satisfaction surveys through the use of statistical charts and statistics to control the performance of the quality management system. The average customer satisfaction rating is considered as the customer satisfaction index. The results of these measurements are used in management review meetings and, if necessary, corrective actions are required.
Customer complaints records, customer surveys, and analysis of opinions are kept in the data base