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COMPLAINT-HANDLING PROCEDURE OF INDOCERT FSMS CERTIFICATION SCHEME |
General
INDOCERT has a complaint–handling process which enables the complainant to express its dissatisfaction towards the services rendered by it or related to its certification activities.
If the complaint relates to a certified client, then the investigation of the complaint will consider the effectiveness of the certified client’s Food Safety Management System. It is also duly intimated to the client in question immediately.
INDOCERT provide an option for the complainant or general public to access its complainthandling process through website or printed media.
The decision regarding the complaint is reviewed, approved and communicated to the complainant by the Quality Manager who is not previously involved in the subject of the complaint.
INDOCERT constituted administrative personal to receive the complaints by either of the following means:
- Through phone: It is entered in the “Complaints Receipt Register” denoting the time, date and the name of the complainant and provided with reference no. for any future correspondence and investigation. This information is entered in complaint form & filed in the “Complaint Box file”.
- Through mails: Complaints received through mails at INDOCERT website is recorded in the “Complaint Receipt Register”, is attached with the complaint form and filed in the “Complaint Box file” denoting the reference no. of the complaint received.
- Through Letter: Complaints received in written format is entered in the “Complaint Receipt Register” and attached with complaint form and filed in the “Complaint Box file” denoting the reference no.
The compliant form is forwarded to the Quality Manager for further action and resolution.
The Quality Manager acknowledges the receipt of all complaints within 7 working days and provides a date of contact, the name of the investigating officer and complaint reference number.
B) Complaint Evaluation and Investigation
INDOCERT entrusted Quality Manager as responsible person for conducting or inspecting the investigation on the complaints received. He/She investigates the complaint by gathering all the necessary information’s from the complainant and verify the authenticity of the complaint from related sources and validate the complaint. The progress report regarding investigation will be intimated to the complainant by the Quality Manager.
The Quality Manager will submit the investigation report to Executive Director for the actions to be taken in response to the complaint.
The Quality Manager keeps track of all complaints, including the action taken against them and to record and file in the Complaint box file.
The Executive Director will decide what action or actions are to be taken in response to the report submitted by the Quality Manager regarding the complaint and will take final decision on the matter.
It is the responsibility of the Executive Director to make sure that all appropriate records and documents are made available before complaint decision and all correction and corrective actions are taken in response to the complaint.
The outcome of the result will be duly informed to the complainant. The Quality Manager informs the decision on complaint to the complainant.
The administrative personnel will attach complaint decision letter with complaint form in the “Complaints Box file” and also file a copy in the client’s file if it is related to client.
The Quality Manager will provide the complainant with a formal notice regarding the end of the complaint-handling process.
INDOCERT will determine together with the client and the complainant, whether to what extend, the subject of the complaint and its resolution will be made public.
The Quality Manager will convey the outcome of the investigation and final decision of ED in the staff meeting/or through e-mail (optional).
For serious unresolved complaints, the complainant or INDOCERT can request an independent review of the complaint. This request must be made in writing to, and will be considered by, the Executive Director, INDOCERT.
- FO Complaints
- Compliant Receipt Register
- Compliant Box File
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