1.PURPOSE   

 IQM Certification is the disclosure of the evaluation methods of appeals and complaints received from organizations or related parties for management systems certification services.

2.DEFINITIONS 

DISCLAIMER:
In case of IQM Certification management systems certification services, a decision about any person / institution or organization is not accepted. 

COMPLAINTS:
Within the scope of the management systems certification services of the organizations / persons, IQM Certification; Applications made to the IQM Certification regarding the performance, procedures and policies of the elevator inspection and audit activities, internal and external auditors, inappropriate situations (behavior, attitudes, tensions etc.) that may arise during the audit.

FIRST: Appeals and Complaints Committee   
TKK: Impartiality Protection Committee 
Corrective Action: Actions / activities performed to eliminate the cause of a detected non-compliance or other undesirable situations and to prevent their recurrence.

3. RELATED DOCUMENTS
PR.05 Committee Procedure 
PR.04 Correction and Corrective Actions Procedure 
PR.01 Document and Registration Control Procedure
FR.27 Confidentiality and Neutrality Agreement
FR.40 Correction and Corrective Action Form
FR.41 Activity Tracking Form 
FR.32 Appeals and Complaints Committee Agreement
FR.51 Appeals and Complaints Committee Meeting Report 
FR.52 Appeal and Complaint Form 
ISO/IEC 17021-1 - ISO/IEC 27006

4. APPLICATION 

4.1. Any appeals and complaints submitted to IQM Certification will be submitted to IQM Certification via FR.52 Appeal and Complaint Form by fax or e-mail. It is recorded by the Certification Manager. IQM Certification; It is responsible for the collection and verification of all information required to validate the objection and complaint.

4.2. Organization applying for management system certification service; In this context, in case of objection to the audit plan, audit date, appointed audit team, etc., the request of the organization is received by the Certification Manager. The information that the objection has been received is notified to the relevant parties in writing, and a Corrective Activity is initiated, if necessary, by evaluating it on the same form within 1 week at the latest. 

4.3. In case the organization objections to the appointed audit team and requests changes, it is requested by the Planning Officer to write this request in writing and with its justifications. The evaluation of the rationale is made by the Certification Manager and the relevant audit team is changed. If the results of the activity are not satisfactory by the related parties, the object of objection is put on the agenda of the Appeals and Complaints Committee (İŞK) by the Certification Manager.

4.4. The Appeals Complaints and Committee (İŞK) Certification Manager is formed by at least 2 people. Committee members sign the FR.27 Confidentiality and Impartiality Agreement and FR.32 Appeals and Complaints Committee Agreement according to the PR.05 Committee Procedure.

4.5. Regarding the services within the scope of the services provided to IQM Certification, complaints from organizations or other related parties (consumers, customers of the organization, institutions, etc.) are recorded by the Certification Manager with the FR.52 Objection and Complaint Form. The relevant parties that the complaint has been received are notified, and corrective action is initiated, if necessary, within 1 week. These activity results are notified to the complainant in writing within 2 weeks at the latest according to the solution method of the complaint. If the activity could not be completed within 2 weeks, this is done in writing to the organization

4.6. If the results of the activities related to the complaint are not found satisfactory by the related parties, the subject of the complaint is placed on the ISK agenda by the Certification Manager. The Appeal Complaints and Committee (İŞK) Certification Manager is formed by the subject of the appeal to be composed of at least 2 people according to the subject. Committee members sign the FR.27 Confidentiality and Impartiality Agreement and FR.32 Appeals and Complaints Committee Agreement according to the PR.05 Committee Procedure.

4.7. The persons to be elected to the committee are formed by considering the objection or complaint subject and the principles of impartiality. Impartiality Protection Committee (TKK) evaluates the impartiality of the committee members. İŞK has full independence in its decisions and is not affected by any official.

4.8. The decision taken by İŞK is sent to the related party within 15 days at the latest after the meeting date. Records of complaints resulting from the operation of PR.04 Correction and Corrective Actions Procedure are kept in the Certification Manager and a copy of FR.41 Activity Tracking Form is submitted to the Management Representative prior to the management review meeting. If an application that would affect the IQM Certification management system is required as a result of an objection or complaint, the required action is initiated by the Management Representative. 

4.9. Customer complaints that reach the IQM Certification and arise from the nonconformities in the management system of certified organizations are notified to the organization in writing, and information about the arrangements made / to be made about the complaint about the organization is requested by the Certification Manager within 2 weeks at the latest. The incoming information is evaluated by İŞK, an audit can be carried out in the organization according to the decision taken, or it is checked whether the records regarding customer complaints are kept regularly during the audit of the planned audit date. 

4.10. If the complaints and objections made to the Certification Committee decisions taken as a result of the audit activities and the results of the examinations, the IQM Certification Manager informs the subject of the appeal / complaint to be included in the ISK agenda. 

4.11. The date on which the objection / complaint issue will be discussed and the CV of the İŞK members are notified to the relevant party for confirmation and that they can attend the meeting upon request. In case of complaint by one of the İŞK members, provided that the justification is given, a new member is included in the İŞK. The CV of the new member is sent to the relevant party and its confirmation is obtained. 

4.12. İŞK evaluates the subject and can refer to the relevant expert opinion when necessary. The experts who will give opinion in the management systems must have at least 2 years of experience of the Chief Auditor and have performed at least 2 audits in the relevant sector. İŞK makes its final decision within 15 days of the appeal reaching IQM Certification. The decision is made on the basis of the majority of votes. Decisions taken are recorded in FR.51 Appeals and Complaints Committee Meeting Report.

4.13. The FIRST decision is notified and archived by the Certification Manager to the organization / person making the objection and to the Management Representative. 

4.14. Statistical evaluations are made about the objections and complaints informed to the Management Representative by the Certification Manager and these evaluations are presented to the Management Review meetings by the Management representative.

4.15. The decisions taken by İŞK are solution-oriented and indisputable. If the decision of this committee is not found sufficient by the owner of the objection or complaint, the subject of the Turkish The issue of transferring the Istanbul Anatolian Courts and Enforcement Offices is notified to the relevant party. 

4.16. The object of objection / complaint is kept confidential with the objector / complainant and care is taken not to compare both sides. The evaluation period is declared to both parties according to the type of objection / complaint. It is considered that this period should not exceed 15 days.

4.17. The results related to the subject and the owner of the objection / complaint are reported in writing under the coordination of the Certification Manager, and the relevant records are kept.

4.18. IQM Certification; Upon receipt of the appeal / complaint, it confirms whether the appeal / complaint is related to the management systems certification services in which it operates. 

4.19. If the complaint concerns a documented client, the effectiveness of the documented management system is taken into consideration when questioning the complaint.

4.20 The complaint is forwarded to the certified organization mentioned by IQM Certification within an appropriate period of time. Tracking of the subject is done by the Certification Manager.

4.21. Professional liability insurance of IQM Certification comes into play if the customer is damaged and justified in her complaint. 

4.22. IQM Certification; It determines together with the organization and the owner of the complaint about the subject of the complaint and whether it will be given to the public, and to what extent it will be given. 

4.23. The application form for objections and complaints is kept publicly available on the IQM Certification website. (İtiraz ve şikayetlere ait başvuru formu, 
 
 
 
FR_52 tiraz ve Şikayet Formu(1).doc
  

 
 

  

PR.12. Release Date. 07.04.2016 Rev 01 Rev Date. 03.09.2019