A complaint is a formal expression of dissatisfaction by any person or organization related to the activities of the conformity assessment body, e.g. behavior of a Control Union employee, Control Union methodology, or work performed under the contractual responsibility of a critical or subcontracted office, where a response is expected.
An
appeal is a formal request for reconsideration of a certification decision within a certification process, or a request from the conformity assessment object provider to Control Union to reconsider a decision made in relation to that object.
A formal request for a financial settlement is considered a claim. Complaints are not considered grievances or appeals.
By completing the Control Union form for Compaints / Appeals, you may file a complaint, appeal, or grievance with us.
ComplaintsThe client may contact the company to report a complaint or leave a comment using different means of communication: telephone, e-mail, personal visit, meeting request, or by completing the aforementioned form.
All complaints will be treated as Non-Conformities.
In the event that the complaint is received by a means other than the established form, request the informant to supply at least the following data:
- Contact person
- Reason for complaint (description: who, where, what, when)
- Documentation (if applicable)
Complaints must always be submitted in writing.The complaint must be received within 6 (six) months after the event giving rise to the complaint at the applicable CU office; if the complaint is incomplete, CU may consider the complaint inadmissible and refuse to handle it
Informal complaints are handled in work meetings. The degree of formality of the complaint is defined by the person in charge of the area. In the event that it cannot be resolved, it is only referred to the Quality Committee or Management.
All personnel in charge of handling the complaint shall be different from those who carried out inspections and made the initial certification decision. Any member of staff, including those acting in a managerial capacity, who have provided advice to the relevant client or have provided advice to the relevant client or been engaged by him, within a period of 2 years prior to the presentation of the complaint, you will not participate in the review or approval of the resolution of said customer's complaint;
The procedure for complaints, appeals, claims and concerns is available to any interested party.
Receipt of the complaint will be confirmed, in writing, within 10 days of receipt. This confirmation must indicate at least:
Its admissibility, if the complaint is related to activities for which CU is responsible;
Complaint management term (maximum 3 months after receipt);
First action proposal to follow up on the complaint.
And in case you do not consider it pertinent, you must document the reasons why you have made that decision.
AppealsOnce the certification decision has been finalized, appeals will be received within 6 (six) weeks after the certification decision was issued and must be submitted to the CU office in Cnada or by email. to canada@controlunion.com. If the client does not, or if the data required for the appeal is incomplete, CU may deny the appeal.
The person responsible for coordinating the management and treatment of said appeal is designated. The staff involved in handling the appeal may not be anyone who has been involved in the inspection or certification decision making. Any member of staff, including those acting in a managerial capacity, who have advised or been engaged by the client in question, within a period of 2 years prior to the filing of the appeal, will not participate in the review or approval of the resolution of the appeal of said client.
a) A written confirmation of receipt of the appeal is sent to the client within 10 business days after receipt of the appeal. This confirmation must indicate at least:
Your admissibility, if the appeal is related to activities for which CU is responsible;
Term for management of the appeal (maximum 3 months after receipt);
First action proposal to follow up on the appeal.
b) Assigned staff will collect and verify all necessary information (to the extent possible), including root cause analysis, and propose how to proceed with the appeal of a decision; including corrections and corrective actions where applicable. CU will try to find a timely solution and will make a decision after careful consideration of all information;
c) CU will keep the appellant informed of the progress in the evaluation.
