The procedure for registration and consideration of appeals, claims and complaints

The procedure for registration and consideration of appeals, claims and complaints

6. DESCRIPTION OF THE METHODOLOGY FOR REGISTRATION AND CONSIDERATION OF APPEALS, CLAIMS, COMPLAINTS AND ADVERTISEMENTS

6.1 General

6.1.1 Employees of the OPS P/F OPS P, OPS SM, IC/IL "PTsS" LLP, and the involved personnel perform services in accordance with the requirements of regulatory documents and relevant documents, as well as perform actions aimed at preventing possible claims, appeals, complaints and complaints regarding the activities of PCS LLP (ie, the discovery and elimination of the causes of possible claims, appeals, complaints, complaints).

6.1.2 Claims, appeals, complaints and complaints are managed in accordance with the requirements of this documented procedure. Claim, appeal, complaint and complaint management refers to actions taken to ensure that the claim, appeal, complaint or complaint submitted to the OPS P/F OPS O, OPS SM, IC/IL PCC LLP is effectively processed, will not affect negatively on the quality of services and will not damage the reputation of PCC LLP. Claim, appeal, complaint and complaint management includes registration, analysis of claims, appeals, complaints and complaints with the subsequent adoption of decisions and measures based on the results of their analysis. An effective response to complaints, appeals, complaints, and complaints is an important means of protecting PCS LLP, its customers, and other users to confirm compliance against errors, omissions, or rash behavior.

6.1.3 In case of disputes in the course of activities on confirmation of conformity, product testing, the customer has the right to send a complaint, claim, complaint to the LLP "PCS". On this fact, by order of the director, a commission is established to consider complaints, claims and complaints. The commission includes persons who did not participate in the work for which the complaint, claim, complaint was received. The composition of the commission of the branch for consideration of claims, complaints and complaints is appointed upon receipt by order of the director of the branch of PTsS LLP.

6.1.4. The customer, in case of disagreement with the decision taken by the commission for the consideration of complaints, claims, complaints, has the right to appeal it by sending an application to the Appeal Commission. The composition of the Appeal Commission for consideration of appeals filed with complaints, claims, complaints is appointed by order of the director of the PCC LLP from among those who did not participate in the consideration of claims, complaints and complaints and in whose work a complaint was received.

6.1.5 Decisions made by the commissions in strict accordance with the regulatory legal acts of the Republic of Kazakhstan and regulatory documents in the field of technical regulation are mandatory for all personnel of PCS LLP.

6.2 Reception, registration of claims, appeals, complaints, complaints

6.2.1 The channels for receiving complaints, appeals, complaints and complaints may be: incoming correspondence on paper and electronic media, the media, statements by interested parties, including internal complaints.

6.2.2 Upon receipt of claims, appeals, complaints and complaints are recorded in the Journal of registration of claims, appeals and complaints of consumers on the day they are received (Appendix A).

6.2.3 "PTsS" LLP confirms receipt of claims, appeals, complaints and complaints and, in the future, informs their submitter about the progress and the result achieved.

6.3 Consideration of claims, complaints and complaints

6.3.1 Upon receipt of a claim, complaint or complaint, PCS LLP determines whether this claim, complaint or complaint concerns the certification actions for which it is responsible, and if so, starts working with it.

6.3.2 A complaint, complaint or complaint must be analyzed by the head of the unit to which it has arrived.

In this case, it is determined:

- whether the complaint or complaint relates to the activities of a particular unit of PTsS LLP;

- Does the unit have the necessary resources and authority to develop and implement effective actions for a complaint, complaint or complaint.

6.3.3 The registered claim, complaint or complaint is analyzed by the head of the unit in order to:

- determining whether a claim, complaint or complaint is a defect in the work of PCS LLP;

- establishing the reasons for the appearance of a claim, complaint or complaint:

- development of necessary corrective and preventive actions.

The analysis is carried out on the basis of regulatory documents that determine the requirements for the relevant work or service. When analyzing a claim, complaint or complaint, you must consider:

- the reason for the claim, complaint or complaint;

- interrelated functions/processes/divisions of PCC LLP related to a claim, complaint or complaint;

- financial costs that are necessary to manage a claim, complaint or complaint;

- staff training.

According to the complaint, claim, complaint received by the PCS LLP regarding certified products, the activities of the customer, a request is sent to him to provide all the necessary information regarding the subject of the complaint, claim, complaint.

If the claim, complaint or complaint concerns a certified customer of the OPS SM, then when checking a claim, complaint or complaint, the effectiveness of its certified management system should be considered.

6.3.4 The criterion for making a decision is the eligibility of a claim, complaint or complaint in relation to the requirements for the relevant work, service or document of PTsS LLP.

The decision communicated to the complainant, complaint or complaint is made by the complaints, claims, complaints commission, according to the PCP 02/03 "Regulation on the Commission for the review of appeals, claims, complaints".

6.3.5 If a claim, complaint or complaint is justified, corrective and preventive actions are developed and carried out, deadlines and executors are appointed in accordance with DP PCS 02/03. In this case, the developed corrective and preventive actions must be such as to eliminate the cause of the claim, complaint or complaint and to exclude the possibility of the recurrence of such claims, complaints or complaints.

In order to detect and eliminate potential causes of claims, complaints and complaints, the PCS LLP systematically conducts:

• periodic reviews of regulatory documents;

• internal audit of management systems;

• verification of documents issued based on the results of work and services;

• analysis of earlier appeals; complaints

• analysis of the management system and measures to improve the management system of PTsS LLP according to the results of the analysis;

• technical studies with the personnel of the departments of the "PTsS" LLP;

• normative work (proposals of departments to improve regulatory documents).

6.3.6. The results of the investigation and elimination of the reasons for complaints, complaints or complaints submitted for filing must be brought to the attention of the Governing Council, the quality department and the implementing unit to which the claim, complaint or complaint relates.

The results of the analysis and processing of a claim, complaint or complaint in writing are communicated to the submitter of the claim or complaint from which it was received.

6.3.7 If the claim, complaint or complaint is unreasonable, a response is prepared with evidence of the correctness of the actions of the PCS LLP in relation to the case indicated in the claim, complaint or complaint. The response should include links to regulatory documents in accordance with the requirements of which work was performed or the service was provided.

The results of actions taken on complaints, complaints or complaints are communicated to the quality department.

Information about claims, complaints or complaints is considered during the analysis of management systems by the management of PCS LLP and is included in the reports on the analysis of management systems.

PCS LLP, together with the complainant, complaint or complaint submitter, determines whether the subject of the complaint, complaint or complaint and the decision made on it will be made public, and if so, to what extent.

6.4 Review of appeals

6.4.1 Actions to manage the received appeal are entrusted to the head of the unit, to the person (s) not involved in carrying out these works to confirm compliance and make a certification decision, to test, as well as not participating in the consideration of the complaint, claim or a complaint that has been appealed.

The responsible person collects and prepares documents on the subject of the appeal and their preliminary analysis.

6.4.2 A preliminary analysis of the appeal is carried out jointly with the head of the unit within whose competence this appeal belongs, in order to determine the validity of the appeal, establish the reason for the appeal and determine the necessary actions in relation to the appeal received. In this case, it is determined whether the appeal can be granted, taking into account the measures proposed by the appellant.

Analysis of the appeal is made on the basis of regulatory documents that determine the requirements for the relevant work, products, service or document.

The appeal may be unreasonable, because may be filed for deliberately correct actions and results of the activity of PCC LLP.

6.4.3 If the appeal is justified, the responsible person develops a plan of necessary actions, determines the specific time frame and subdivision of the FSA P/F TSA P, TSA SM, IC/IL LLP PCS, responsible for carrying out the relevant actions. At the same time, the developed actions should be such as to eliminate the reason for the appearance of the appeal and exclude the possibility of a repeated statement of such appeals.

The developed actions and the terms of their implementation are recorded in the protocol of non-compliance and are brought to the attention of the head of the unit, who is responsible for the implementation of all developed actions on time and the preparation of a report on the actions taken.

6.4.4 The results of the analysis and the developed actions for appeals are submitted for approval and final decision to the Appeals Board of the OPS of the PCC LLP (PL PCC 02/14).

The decision made by the Appeal Commission, as well as the results of the analysis and processing of the appeal by the PCC LLP, are communicated in writing to the submitter of the appeal.

If the applicant is not satisfied with the results of the consideration of the appeal of the PCC LLP, then he has the right to appeal the actions of the PCC LLP to the appeal commission of the authorized accreditation body.

If the appeal is unsubstantiated, the responsible person prepares an official response to the applicant with evidence of the correctness of the actions of the PCS LLP in relation to the case on which the appeal was filed. The response should include links to regulatory documents, in accordance with the requirements of which a decision was made to confirm compliance.

6.4.5 Information on received appeals against the actions of LLP "PTsS" and the results of managing these appeals is considered during the analysis of management systems by the management of LLP "PTsS" and is included in the report on the analysis of management systems.

6.4.6 If the appeal is justified, then corrective actions are developed in accordance with the requirements of DP OPS/PTsS 02/02, DP ITS/PTsS 02/10.

In order to detect and eliminate potential causes of appeals to the PCC LLP, the following are systematically carried out:

• periodic reviews of regulatory documents;

• internal audit of management systems;

• verification of documents issued based on the results of work and services;

• analysis of earlier appeals; complaints

• analysis of the management system and measures to improve the management system of PTsS LLP according to the results of the analysis;

• technical studies with the personnel of the departments of the "PTsS" LLP;

• normative work (proposals of departments to improve regulatory documents).

6.4.7 Based on the results of the analysis and processing of the appeal, the management of PTsS LLP decides on the need to bring information about the occurrence of the appeal and the actions taken to the attention of all departments in order to improve the activities of PTsS LLP and prevent the recurrence of the appeal.

The implementation of the developed corrective and preventive actions on appeal and their effectiveness is monitored during internal audit.

6.4.8 Compliance with the appeals management process established by PCS LLP is analyzed during the analysis of the management system by the management of PCS LLP.

6.5 Formation of the answer

6.5.1 All responses to complaints, appeals, complaints and complaints are sent on letterheads of PTsS LLP.

6.5.2 The second copy of the response to the claim, appeal, complaint or complaint with the visas of the relevant executives, as well as the heads of departments, specialists involved in the execution and all correspondence on this document is filed into the case, in accordance with the approved nomenclature of cases of PTsS LLP.

7. DATE OF CONSIDERATION OF CLAIMS, APPEALS, ADVERTISEMENTS

Claims, appeals, complaints and complaints of applicants of "PTsS" LLP, received by "PTsS" LLP and/or F of "PTsS" LLP, are considered within the terms according to ST RK 3.10-2007:

- those that do not require additional study and verification are considered and decisions are made on them within a period not exceeding 15 calendar days from the date of registration of their receipt;

- requiring additional study, they are considered and decisions are made on them within a period not exceeding 30 calendar days from the date of registration of their receipt.

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