OBJECTIONS & COMPLAINTS

Objective:

The objective of this procedure is to determine the method to be applied by FQC in case of objections and complaints related to the system certification activities, conducted by FQC, as well as objections and complaints submitted about certified organizations.

Complaints related to Certification Activities:

With regard to the system certification activities; complaints as to audit reports, audit teams, content of the audit etc. can be made by the relevant organizations in writing or verbally.
The relevant complaints are registered to Complaint Assessment Form by the personnel, receiving the complaints, and submitted to the Management Representative.
Complaints, received by FQC, are assessed by the relevant department manager and the Management Representative within (7) seven work days and preliminary information is given to the complainant by the Management Representative, and can be submitted to the General Director depending on the nature of the complaint.
Assessment of complaints such as audit reports, audit teams, content of the audit etc. is assumed by the General Director.
In parallel with the decisions taken or after assessment made by the Management Representative, necessary corrective/preventive activities are initiated.
Within utmost (1) one month as of the date of the complaint, the result of the activities conducted is notified to the complainant in writing.

Complaints, submitted about Certified Organizations:

Written or verbal complaints, made to FQC web address or FQC corporate office with regard to the certified organizations, are registered to Complaint Assessment Form and submitted to the Management Representative.
Complaints, stemming from non-conformities in the quality system of the certified organizations are notified to the relevant organization by the Management Representative, and it is demanded from the organization that it gives written information within 1 month as to the arrangements made or to be made with regard to the complaint made.
Received information is assessed by the Management Representative. By taking the significance of the complaint as a basis, audit can be performed in the organization or in the audit, performed in the organization on the ordinary audit date, whether the records are kept regularly or not is controlled.
All the initiated corrective or preventive activities are monitored by the Management Representative. Information, received from the organization, is submitted to the complainant organization and it is informed.

Objections:

In case of objections to the decisions of FQC, the Objection Assessment Committee operates as the settlement venue.
Within utmost 1 day as of the demand of the complainant, objection committee is called to a meeting. The issue is handled at the Objection Assessment Committee meeting. The result of the decision is submitted to the customer in writing.
In the event that the customer does not accept the decision of the Objection Assessment Committee, the relevant courts will be in charge as the competent authorities for a legal remedy.

Notification of the Relevant Parties:

All the objections and complaints, received by FQC, are strictly confidential, and no information will be given to third parties under any circumstance.
In the event that it is deemed necessary, it is permitted that it is only available to the body, accrediting FQC. In case of information to be given to legal authorities, the relevant customer is definitely notified.

 

 

 

ALİ AĞAOĞLU
FC BELGELENDİRME
FQC/ FIRST QUALITY CERTIFICATION
GENERAL DIRECTOR
ISTANBUL, 01.01.2011