SUBJECT AND PURPOSE
This document outlines the procedure for handling complaints and appeals, which may come from employees, organizations (customers), INTERCERT, or representatives of third parties. The aim of this procedure is to ensure that all complaints and appeals are recorded and analyzed, and that appropriate measures are taken to address any discrepancies identified.
ABREVIATIONS AND DEFINITIONS
Appeal – A complaint filed against the decision of INTERCERT by an organization client, related to activities in the certification process.
Complaint – A complaint filed against the work and activities of INTERCERT or its client by an organization or third party.
RESPONSIBILITIES AND AUTHORITIES
The manager of INTERCERT is responsible for:
- Surveillance, monitoring or oversight of the actions described in this procedure
- Investigation or examination of complaints and appeals
- Decision making in relation to complaints and appeals
- Keeping records of the actions taken in relation to the resolution of complaints and appeals
- Appointment of a responsible person for handling complaints and appeals
The person responsible for dealing with objections and appeals is responsible for:
- Monitoring or oversight of the actions described in this procedure
- Examination or investigation of complaints and appeals
- Making decisions in relation to complaints and appeals
- Keeping records of the actions taken in relation to the resolution of complaints and appeals
Technical expert is responsible for:
- Participation in the examination of complaints and appeals submitted by the organization (the client).
DESCRIPTION OF THE PROCEDURE
Objections
According to the Civil Code of the Republic of North Macedonia, the agreements with organizations, and this procedure, complaints submitted to INTERCERT are resolved. The parties involved in the dispute are informed about the procedure for handling complaints and appeals according to PR 9-1 Certification and Supervision of Management Systems Regulations. In addition, the regulations are sent to every organization interested in certification and is a part of the Certification Agreement.
The information obtained during the complaint resolution procedure is considered confidential (the method of procedure is regulated in the procedure P 8.4-1 Confidentiality).
Objections against INTERCERT
Every objection that is submitted to INTERCERT is recorded in the register F 9.6-1 Record of submitted appeals and objections. The receipt of the objection is confirmed in writing to the submitter.
The manager analyzes the content of the complaint and appoints a person responsible for collecting the necessary information for the investigation, who must not have previously been involved in the subject of the complaint. The appointed person analyzes the problem, evaluates whether the sentence refers to a decision for which INTERCERT is responsible, and confirms the information. If a visit to the organization is necessary, the person arranges the date, examines the problem on-site, and prepares Form 9.6-3 – Report on the conducted procedure for a complaint or objection with findings. The submitter of the objection is informed about the course of the procedure.
The collected and recorded information is delivered to the INTERCERT Manager, who decides whether the objection will be accepted or not. If the Manager has previously been involved in the subject of the objection, then the Manager appoints a person from the INTERCERT management or an external person who will make the decision and was not previously involved in the subject of the objection.
The person who makes the decision determines which activities should be taken in response to the submitted objection. Then, a letter is prepared with information on the conclusion of the procedure, the decision of INTERCERT, and further activities regarding the objection. The Manager approves the letter, and then it is sent to the submitter of the objection.
In the event of a dispute based on the decision between the organization and INTERCERT, after all attempts to reach an agreement, the parties may initiate an arbitration procedure using a joint mediator that will be approved by both parties.
If the arbitration procedure does not yield results in resolving the dispute, the parties may take actions to resolve the dispute in accordance with the Civil Code of the Republic of Macedonia.
The entire process of resolving the objection is recorded in the register Form 9.6-1 – Register of submitted complaints and objections. After each objection accepted by INTERCERT, the appropriate measures are taken according to the procedure P 10.2-5 – Corrective measures.
The organization may inform the Accreditation Body (Institute for Accreditation of the Republic of Macedonia) about the activities of INTERCERT.
Complaints can be filed by an organization or third party against the work and activities of INTERCERT or its client in relation to certification. The complainant must provide a detailed description of the subject and scope of the complaint for resolution. The manager appoints a responsible person to handle the complaint, who must not have been involved in the subject matter of the complaint (during the audit or decision-making process for certification). If necessary, a technical expert is also appointed to assist in resolving the complaint.
If necessary, the responsible person arranges a visit to the location and discusses the disputed issues with the organization’s representative, and prepares a report on the proceedings with findings. The organization is informed of the progress of the process. After the process for resolving the complaint is completed, the manager makes a decision on further activities. The results of previous similar complaints are also taken into account when making a decision. If the manager was involved in the subject matter of the complaint, a person who was not previously involved in the subject matter (during the audit or decision-making process for certification) is appointed to make the decision on the complaint.
The responsible person prepares a letter informing the complainant of the conclusions of the complaint. In case of a dispute based on the decision between the complainant and INTERCERT, after all attempts to reach an agreement, the parties may initiate an arbitration proceeding using a jointly approved mediator.
If the arbitration proceeding does not produce results in resolving the dispute, the parties may take action to resolve the dispute in accordance with the Civil Code of North Macedonia. Each complaint is recorded in the register F 9.6-1 Register of submitted Complaints and Objections. The complainant may inform the accreditation body (Institute for Accreditation of North Macedonia) about the activities of INTERCERT.
REFERENCE DOCUMENTS AND RECORDS
Records
- F6-1 Register of submitted Complaints and Objections
- F6-3 Report on the conducted procedure for a complaint or objection with findings
- F6-2 Appointment of a responsible person for handling complaints and objections
Proceedings
- P2-5 Corrective measures
- P4-1 Confidentiality
Instructions
- PR 9-1 Certification and Survelliance of Management Systems Regulations
Other
- Objections and appeals
