Complaint & Appeal
Procedure
- Client must notify NSC of its intention to appeal in writing, email or through website (Enquiry, Complaint & Appeal) section. Appeals received officially from client shall be recorded in the Customer Appeals Form (NSC/MSPO/CAF) by Certification Manager or assisted by Administrator. The Certification Manager / Administrator to make a written submissions of appeals to the Appeals Committee. A confirmation and progress report shall be made to the client, until final outcome is known
- Immediately after received the appeals, the Appeals Committee will inform the Chairman (ICB Chairman). The chairman will be chaired the meeting. The details of the client’s appeal shall be in writing and forwarded to an Appeals Committee which shall convene and handle the matter in a fair and impartial manner. Exact details of the appeals handling are defined in relevant procedure. W h e r e the appeal involves extremely confidential issues, the appellant is allowed to present his / her case directly to the Appeals Committee
- Submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant. Any appeals made shall be treat as confidential. The details of the appellant shall not be exposed
- Appeals Committee shall be responsible for all decisions at all levels of the appeals handling process. Appeals committee shall ensure that the persons engaged in the appeals handling process is different from those who carried out the audits and made the certification decisions.
- The decision of the Appeals Committee shall be be final and binding both the client and NSC. Once the decision regarding an appeal has been made, no counter-claim by either party in dispute can be made to amend or change this decision. The appeals shall then analyze and results presented during Management Review Meeting and if any significant trends are detected, Corrective Action Plan & Evidence (NSC/MSPO/CAPE) form shall be issued for improvement.
- In instances where the appeal has been successful, no claim can be made against NSC for reimbursement of costs or any other losses incurred by the client as a result of the NSC decision that originated the appeal
- Results of investigation including action taken, findings, recommendations and decisions shall be reported to both the client and forwarded t o Certification Manager / Administrator within eight weeks of the original receipt of the appeal by NSC in the Customer Appeals Form (NSC/MSPO/CAF).
- Once Appeals Committee has made its final decision, client shall be informed of the findings results and outcome of the appeal and decision is final.
- The appeals shall be recorded in the Appeals Log (NSC/MSPO/AL) by Administration Manager.
- Appeals shall be included as an agenda item for all Management Review meetings.
NESUS CERTIFICATION SDN BHD COMPLAINTS & APPEAL FLOWCHART
