// controlled.document
QSI gives clients and interested parties a structured route to raise complaints or appeal certification decisions.
Policy statement
QSI gives clients and interested parties a structured route to raise complaints or appeal certification decisions.
Evidence-based. Impartial. On the record.
// clauses.and.controls
The controls that apply to this policy, as they appear in the controlled document.
This policy applies to complaints about QSI activities, personnel, certified clients, audit conduct, certification decisions and the use of certification status.
It also applies to appeals submitted by clients against certification decisions, including refusal, suspension, withdrawal, scope reduction or certification conditions.
Complaints are acknowledged, logged, assigned for review and investigated by personnel who are competent and independent of the subject where practicable.
The complainant is informed of the outcome where confidentiality rules allow disclosure.
Appeals are reviewed by personnel not involved in the audit or decision being appealed.
The appellant may submit evidence for consideration. The appeal outcome is recorded and communicated in writing.
Submission, investigation and decision on complaints or appeals does not result in discriminatory action against the submitter.
Information is handled according to confidentiality commitments unless disclosure is required by law, accreditation rules or public-safety obligation.
// revision.history
Every controlled revision is logged with its date, change and approver.
// ask.about.the.rules
Talk to a lead auditor about impartiality, appeals, certificate status or correct use of the QSI mark.
