Complaint Handling

Customer Complain/Dissatisfaction/appeal list

1. The complain/Appeal received through Email / letter/Telephonic shall be entertained.
2. The con cern of complain/Appeal shall be noted in customer complain sheet and conveyed to the Operation Manager/ CEO .
3. The receipt of complain/Appeal shall notify to the concern person or organization (those who have made the complain/appeal) by suitable method of communication.

The person responsible for handing the Appeal/ complain shall verify the nature of Appeal /Complain is directly related to certification activity (About Con duct of Audit/ certification decision/About OSS management system/ beyond the scope of OSS Activities) or Personal certification (Training). Then it shall be dealt as per the requirements for handing Appeal/ complain below in clause 4 to 6 below

Customer dissatisfaction / appeal dealing list

1. Complain/Appeal which isn ’ t related to OSS certification activity shall be dealt by the person in charge /CEO and reported verbally. And then it shall be closed after ensuring th at it is noted on customer complain / appeal File

Appointment of Investigation Team

1. OSS shall appoint the independent investigation team and shall ensure that the persons engaged in the appeals - handling process are different from those who carried out the audits and made the certification decisions or linked with Appeal/Complain
2. The result of investigation shall be recorded i n customer Complain / appeal File

customer dissatisfaction / ap peal dealing report

1. Take actions to settle Appeal/complain and record the result of measures in customer Complain/appeal File.
2. Notify customer /Interested Party who raised appeal/complain of the result of action taken.

1. OSS shall ensure that customer /Interested Party who raised Appeal/complain is satisfied with the result of measures taken against Appeal/complain.
2. If yes, close the activities of investigation and notify to Customer/Interested Party who raise Appeal/complain,in written and take the written consent, for acceptance/satisfaction.
3. If not, continue the investigation, till satisfaction of customer /Interested Party who raise Appeal/complain.

customer dissatisfaction/appeal dealing report

1. The appeal /Complain received to OSS, shall be attended within 72hrs.
2. Raised appeal /Complain shall be conveyed to the CEO and note in customer complain/Appeal file.