Appeals & Complaint

Clients of the BCI Management Systems Pvt. Ltd. may appeal against any decision made by BCIMSPL, regarding not to award, withdraw/revoke or suspend certification. Complaints will only be accepted from those entities who are in a contractual relationship in good standing with the BCI Management Systems Pvt. Ltd., or those with an interest in the certifications issued by the BCI Management Systems Pvt. Ltd., and are limited to the certification programme requirements, except under extenuating circumstances.

(e.g., report of a client using the certification in an unauthorized manner.) 

Where such disputes may arise, the dispute will be resolved in accordance with the laws of India.

Actions

On receipt of the notification of intention to file an appeal, the Manager shall instruct the appellant to:

Send a written appeal and comprehensive report to the Appeals Panel for assessment, and submit a copy to the BCIMSPL CEO/QM.

Quality Manager of the BCIMSPL shall attach the appellant’s report to the organization’s file.

Upon receipt of an invitation from the Appeal Panel, the BCIMSPL Quality Manager shall present an oral and written presentation, on behalf of the BCIMSPL. This shall be done in the presence of the appellant, and any other parties relevant to the case as agreed by the Panel.

The BCIMSPL, Quality Manager shall secure a copy of the Appeals panel\'s ruling on the case, any additional presentations made by the appellant and any other relevant party. The appellant’s signed statement of the acceptance are the ruling. These shall be attached to the report and submitted to the BCI Management Systems Pvt. Ltd. Management review committee.

A copy of these documents shall also be placed on the file manually and/or electronically. 

Quality Manager shall perform checks to verify compliance with the ruling, document the findings and place on the relevant file. If the appellant does not agree with the ruling given by the appeals panel, the complainant can opt to take the concern to the granting Accreditation Body.

Outputs from the above processes will be documented and a report submitted in the management review and the next sitting of the Impartiality committee.

Note: - Any team or individual involved in the resolution of complaints or appeals shall not: (a) be persons named in the subject of the said complaint or appeal (b) Those persons who have executed the audit or had made the decision for granting or rejecting certification.

The Appeals panel shall be comprising of members from the Impartiality Committee or personnel who the Impartiality Committee considers competent to review the appeal

Complaints:-

Complaints are received by QM who can be contacted by sending the Fax/ E mail at the head Office and then you will get the acknowledgement from QM.
Complaints are recorded in the register by QM.

The same will be studied by QM/TC for the details of the problem and root causes will be identified.

This is then brought to the notice of CEO who will then initiate necessary actions to close the problem and feedback given to the complainant about the results. 

The results are further put through the Corrective and preventive action routes for continual improvements after Clients Comments and detailed investigations. 

Detailed Analysis of the complaints is presented to the management review meeting once in 6 months.

The summary of complaints if any is also reported to Impartiality Committee.