Complaint | Accredify Global

Complaints & Appeals

At Accredify Global, we are committed to maintaining the highest standards of professionalism, transparency, and integrity. We value your feedback and take complaints seriously to ensure continuous improvement in our services.Complaints are handled by Operations department, with DGM(Operations) having the overall responsibility for receiving, verifying and investigating complaints and also for deciding what actions are to be taken in response to them.
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Complaints | Accredify Global an ISO certification Body

Complaints & Appeals Procedure – Accredify Global

  1. Purpose

    This procedure defines the system for handling complaints and appeals related to Accredify Global’s certification activities, ensuring fairness, transparency, and impartiality.

  2. Scope

    Applies to all complaints and appeals received by Accredify Global from clients, stakeholders, or other interested parties.

  3. References
    • Accredify Global– IMSM Management System Manual
    • Accredify Global– AGOP-05 Corrective & Preventive Action
  4. Responsibility
    • Certification Manager (CM): Executes this procedure.
    • Director: Monitors implementation.
  5. Description
    • Complaints
      • Complaints must be submitted in writing with complete details (name, address, organization, description).
      • Complaints may relate to:
        • Accredify Global’s operations or procedures.
        • Auditors, experts, Certification Committee, or staff.
        • Audit processes.
        • Misuse of certification status or logos.

      Process

      1. Complaints must be submitted in writing with complete details (name, address, organization, description).
      2. CM acknowledges receipt within 10 days and records it in the Complaints Register (AG/F/37).
      3. An independent review team investigates, including data review, staff/client interviews, and root cause analysis.
      4. Findings and recommendations are reported to the CM.
      5. Accredify Global communicates the outcome to the complainant and seeks confirmation of closure.
      6. If unresolved, complaints may be escalated to the Accreditation Body (AB).
      7. Unresolved issues within 3 months are escalated to top management.
      8. Corrective and preventive actions are implemented per SOP-05.
    • Appeals
      • An appeal is a request by a client to reconsider an adverse decision made by Accredify Global.
      • Grounds for appeal include:
        • Refusal to accept an application.
        • Delays in audit or certification.
        • Non-acceptance of corrective actions.
        • Changes to scope.
        • Suspension, withdrawal, or denial of certification.

      Process

      1. Appeals must be filed in writing within 30 days of the decision, supported by documents.
      2. CM verifies completeness, acknowledges receipt, and registers in the Appeals Register (AG/F/36).
      3. The appeal is forwarded to the Chairman of the Impartiality Committee.
      4. An Appeals Panel may be formed, comprising impartial committee members and independent representatives not previously involved.
      5. The appellant may present facts to the panel.
      6. The Appeals Panel reviews evidence and recommends action.
      7. The Chairman makes the final decision.
      8. The appellant is formally notified of the outcome.

      Assurance

      • Appeals are handled impartially and without discrimination.
      • Corrective and preventive actions are taken in accordance with SOP-05.
      • Effectiveness of actions is reviewed in management review meetings.
  6. Records
    • Complaints Register (AG/F/37)
    • Appeals Register (AG/F/36)
    • Investigation Reports
    • Corrective & Preventive Action Records

ISO CERTIFICATION. 3 STEPS. 30 DAYS. DONE !! | ACCREDIFY GLOBAL

Accredify Global, we follow a structured and transparent ISO certification process to help businesses achieve international compliance efficiently. Our streamlined approach ensures a hassle-free experience from initial consultation to final certification..

1. Plan & Gap Analysis

  • Objective: Identify gaps between your current practices and the ISO standard requirements.Assess your management system's compliance with the requirements of the applicable standard.
  • Actions:
    • Conduct a thorough review of your current processes and systems with the help of Accredify Global's experienced auditors.
    • Compare your existing practices with the ISO standard requirements.
    • Identify areas of non-compliance and create a detailed action plan to address them.
  • Outcome: A comprehensive gap analysis report and a tailored action plan to achieve compliance.

2. Implementation

  • Objective: Implement the necessary changes to meet the ISO standard requirements.
  • Actions:
    • Develop and document policies and procedures to address the identified gaps with guidance from Accredify Global's experts.
    • Train employees on the new processes and ensure they understand their roles in the ISO implementation.
    • Implement the new practices and monitor their effectiveness to ensure they align with ISO standards.
  • Outcome: A fully implemented management system that meets the ISO standard requirements, supported by ongoing training and expert advice from Accredify Global.

3. Audit Review & Certification

  • Objective: Validate your management system through an external audit and achieve certification.
  • Actions:
    • Conduct an internal audit to ensure readiness for the certification audit, utilizing Accredify Global's auditing tools and resources.
    • Schedule and undergo an external audit with Accredify Global's accredited certification body.
    • Address any non-conformities identified during the audit with support from Accredify Global's consultants.
  • Outcome: Successful certification and ongoing compliance with the ISO standard, with continuous support and guidance from Accredify Global.