Policy:

EU CERTIFICATION PTE LTD facilitates an appeals process for clients who challenge decisions made by the Audit team.

Procedure:

Appeal Process

Appeals, complaints and disputes made to EU CERTIFICATION PTE LTD in regard to recommendations for certification specifically, and on any other subject, are to be addressed to the Certification Manager who is to raise a nonconformance.

All questions and complaints about certification decision matters are to be investigated by the Certification Manager. EU CERTIFICATION PTE LTD is responsible for gathering and verifying all necessary information regarding these. EU CERTIFICATION PTE LTD aims to resolve with the client in a constructive and timely manner.

Actions and Records

The Certification Manager is to update the nonconformance throughout the process.

All records, documentation, correspondence and minutes of relevant meetings are to be retained on the respective Client File. At each stage of the appeal process, the client is to be informed of the reasons for the decisions made and this is also to be documented.

Appeal Decisions

All appeals made and their outcome is to be recorded which shall include measures for restoring certification as quickly as possible, preventing recurrence and assessing the effectiveness of the remedial/corrective measures adopted.