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Appeals and complaint

　

Purpose

This section describes the procedures for filing appeals and handling complaints.

　

Definition

Appeals

To request a review of the following decisions made by LAP with respect to audit and certification decisions, if it determines that they are unjustified

  • Unjustified decisions during the application process from application to certification
  • Unjustified decisions on nonconformities/observations during the audit process
  • Unjustified decisions in the process of changing the scope of certification
  • Unjustified decisions on withdrawal or change of certification

Complaints

Expressing dissatisfaction regarding the certification activities of LAP.

　

Related Document

  • ISO 10002 Quality management-Customer satisfaction- Guidelines for complaints handling in organizations
　

Flowchart

　

Handling process

  1. LAP secretariat shall record all complaints and appeals.

  2. LAP secretariat shall contact (phone, e-mail) of receipt fact to complainant or appellant within 10 days after registering complaint or appeal.

  3. The research team shall compose the team member with independent individual for impartial response.
    If necessary, external experts could be included in the research team.

  4. The research team shall discuss internally the details received.

  5. In the event that measure of complaints and appeals researched by the research team is recommended to be conducted to certification client, it shall be notified to certification client and deal with it.

  6. LAP secretariat records the final outcome of the complaint or appeal.

  7. LAP secretariat shall notify the final outcome of the response to the claimant or appellant.
    If necessary, the secretariat shall correct the complaint to the person in charge of the relevant department.

  8. In the event the appellant raises re-complaint regarding the outcome of the corrective ation of the appeal, the same process will be reconducted from the reception process.

  9. LAP secretariat shall not disclose to any third party the content of any complaints or appeals received as confidential information.

  10. LAP secretariat shall evaluate the effectiveness of the corrective action after the outcome has been responsed.

  11. The procedures for handling appeals/complaints against LAP shall be disclosed on the website.

　

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