To describe the method and requirements of receiving, evaluation and make decisions on appeals to ensure all the requirements and specially impartiality and conflict of interest policies has been met, for the purpose of obtaining satisfaction of the appellant (for the appeals having a valid subject) and also making the appellant aware of non validity of the appeal subject for the appeals which are relevant to such status.
2 Main Responsible
NOBEL CERT director
3 Procedure
Appeal handling form (F-O-25) is downloaded by the appellant.
The description of the appeal, the name and contact information of the appellant is recorded by the appellant in the first part of the F-O-25.
The NOBEL CERT director, receives the appeal handling form, acknowledges its reception to the sender and determine the type of appeal including:
related to NOBEL CERT; or
related to a certified product and / or the relevant client.
The timeframe for acknowledge the reception of the appeal to the appellant is maximum two working days from the date of receiving appellant email.
In the second part of the F-O-25, the director analyzes the subject of the appeal and in case that the appeal is not valid or could not be implemented (e.g. the appeal is in conflict with requirements of accreditation standards, ATEX directive and so on), the director marks the “not-valid” option and writes the reason in the part of “analyzing and validating appeal” and updates the appellant.
But if the director detects that the appeal is valid, he indicates the reason and marks the “valid” option and then determines the responsible of handling the appeal with indicating analyzing date.
according to the performed analysis and review the subject of the appeal the appropriate action(s) is defined and a responsible for implementation of the action and relevant deadline is also determined.
furthermore, in accordance with article 12 of the statement of restrictions, considerations and the most important prohibited activities (M-M-03), NOBEL CERT ensures that:
The auditor or the certificate decision maker will not be used for the appeal handling activities relevant to the same project.
A person who has previously been involved in the subject of the appeal, will not be used for investigation of the same appeal.
checking if the person who is assigned for appeal handling, has not provided consultancy for the client, or has not been employed by the client, within two years following the end of the his/her consultancy or his/her employment.
At the determined deadline, the ont-ime implementation of the action with its effectiveness is checked.
The updating date and the name of the person who acknowledge the implementation progress and also the effectiveness of implemented action, are recorded in F-O-25.
Then NOBEL CERT gives official notification for completion of appeal handling process including implemented actions to the appellant.
Confidentiality
The person responsible for handling the appeals who receives the appeals, in order to prevent a discriminatory approach and reactive action against the appellants, does not disclose the name and information of the appellant to other people participating in the process of handling the appeals.
For the purpose of effective tracking of the received complaints, upon receiving a new complaint, the relevant information is recorded in the list for summary of appeals and complaints (F-O-123) and for every step of its investigation and handling, the needed information is recorded on F-O-123.
