1. Definitions

Complaint
Written or verbal negative feedback received from certified companies relating to auditors, subcontractors regarding Kalitest policies, procedures, rules, activities, performance thru out the certification process.

Appeals
Appeals to the certifiction decision of Kalitest by the related parties.

2. Şikayetlerin değerlendirilmesi

2.1. Complaint handling relating to the Kalitest processes
Complaints may be received through various channels such as customer satisfaction surveys. Personnel receiving the complaint transfers it to the Management representative. All the complaints are recorded as received by the Management representative and evaluated. A written report is issued to the customer within one week.

2.2. Complaint handling relating to the suppliers
Complaints about suppliers such as, non-complience to the certification rules and use of logos. All the complaints are recorded as received by the Management representative and evaluated.

Below complaints/appeals are handled relating the the suppliers.

All the above complaints are recorded as received by the Management representative and evaluated. A written report is issued to the customer within one week. Previous certification records of the supplier is reviewed and if any deviation from the procedures is identified, defects are removed, corrective actions are taken and the process is improved. Confidentiality is maintained and necessary notification is done in accordance with Kalitest procedures, accreditation rules and relevant legislation during the appeals/complaints handling procedure.  

ISMS and IT Service management Complaints
Upon receiving a complaint relating to a supplier, the supplier shall report the cause of the complaint to Kalitest. Corrective action taken by the supplier should include:
a) notification to appropriate authorities if required by regulation;
b) restoring conformity;
c) preventing recurrence;
d) evaluating and mitigating any adverse security incidents and their associated impacts;
e) ensuring satisfactory interaction with other components of the ISMS;
f) assessing the effectiveness of the remedial / corrective measures adopted. Kalitest requires each supplier (client organization) whose ISMS is certified to make available to Kalitest, when requested, the records of all complaints and corrective action taken in accordance with the requirements of ISO/IEC 27001 and/or ISO/IEC 20000-1.

Ürün Belgelendirme ile ilgili şikâyetler
Upon receiving a complaint relating to a manufacturer/producer, the manufacturer/producer shall report the cause of the complaint to Kalitest. Corrective action taken by the supplier should include:
a) notification to appropriate authorities if required by regulation;
b) restoring conformity;
c) preventing recurrence;

3. Appeals

3.1 Appeals to the audit decision
Appeals upon receiving are transferred to the Management representative. All the complaints are recorded as received by the Management representative and transferred immediately to the appeals and complaints handling committee. Appeals and complaints handling committee functions independently from the certification and auditing process. Committee issues the decision within one week. Below are taken in consideration during the committee review:
Acreditation standards (ISO 17021, ISO/TS 22003, ISO/IEC 27006 etc.) and guides, new approach directives, mandatory documents, impartiality and independency issues.
Certification manager may be asked to report on the certification procedures. Decisions taken are reported to the related parties with justifications.

3.2 Appeals to the audit report, non-conformities and decision of the audit team
Lead-auditor explains the supplier’s rights and procedures for appeals. A written protocol is signed by the auditor and suppliers which clearly explains the subject for the appeals during the audit.
Protocol is reviewed and a decision is reported to the supplier and the auditors with justifications by the Certification Manager within 5 days.
Following decisions are taken:
-Approval of the decision of the audit team,
-Repeating the audit partially or entirely with another audit team.
-Disapproval of the audit team decision
Supplier has the right to appeal to the decision of the Certification Manager. In this case clause 3.1. applies.

3.3 Appeals to the audit team
Auditors cv’s are communicated with the supplier during the planning stage. Supplier has the right to appeal to the audit team. Reason for the appeal should be communicated by the supplier to the Certification Manager. Certification Manager reviews and takes the decision for continuing
impartiality and success of the audit. Certification manager communicates with the Operations manager the need for the change of audit team of the appeals is justified.

3.4 Appeals to the decisions taken regarding the supplier complaints
Clause 3.1. applies.

4. Selection of the appeals and complaint handling committee
For the handling of appeals and complaints arising from the auditing, certification and operational processes and those relating to the suppliers (use of certification documents and logos etc.) in accordance with the Kalitest certification procedure and other relevant standards an appeals and complaints handling committee is selected. committee for the handling of appeals and complaints is selected by the Company Manager and Management Representative for a period of 3 years.
Selection criteria for the committee members are as follows:

• 3 years work experience in the representing area,
• University or college graduate,
• To be knowledgeable on Kalitest procedures (1 day training)
• To have experience and knowledge on the relating standards
• To be independent financially
• To have a standing regariding expertise and professionalism,
• Should have up-to-date knowledge about the field of interest.

Chairman is appointed by the members with the majority of the votes. After 3 years of service committee may be re-selected with the decision of Kalitest Top Management.

5. Functioning of the appeals and complaint handling committee
Committee functions to resolve the appeals to the Kalitest certification and auditing processes and related activities. All the complaints received in written form or verbally are recorded by the Management Representative and transferred to the committee with the recommendation of the Mng. Rep.

Chairman, selects the relevant sub-committee.

Head of the sub-committee may consult views of the related parties, reviews and reports the decision to the chairman. Decision is issued to the related parties upon approval of the Chairman.
If Kalitest is found to be incompetent corrective action is requested from the Certification Manager.
Follow up on the decisions taken are done by the chairman. Unsatisfactory results are handled via additional corrective action requests.

RELATED DOCUMENTS: ISO/PAS 17003 Conformity assessment - Complaints and appeals - Principles and requirements During review committee seeks proficiency of Kalitest in the following aspects:
• Compliance to the accreditation standards,
• Dedication to the principal of impartiality and confidentiality,
• Proficiency of the auditors,
• Proficiency of the audits for demonstrating a suppliers management system which achieves customer requirements, satisfaction, continual compliance and continual improvement.
• Value-added auditing
• Auditing service delivery regardless of the type, size, and influence of the supplier,
• Compliance with the policy and procedures,
• Use of certification documents and logos.