PROCEDURE FOR COMPLAINTS AND APPEALS

Complaints

Anyone can send a complaint to ISCOP can concerning documentary validation, other client, certified product, scope of services, etc. A response will always be sent to the individual who made the complaint under a reasonable time. All complaints are recorded by the quality manager, as well as measures taken and an analysis is made on a regular basis to improve our service. Upon receipt of the complaint an investigation will be initiated to analyze the root cause in order to implement corrective action plan.

• For operator related complaints, ISCOP takes immediate step to carry out surprise inspection of the farm to verify the veracity of the complaints and take remedial actions relating to certification.
• When the complaint is resolved, a documented resolution is made and forwarded  to the complainant and the party concerned.
• ISCOP shall keep a record of all complaints and remedial actions taken confidential.

Appeals

• On receipt of appeals from the operator on disputed decision, ISCOP will consider the appeal in the “Appeals Committee” and make final decision. Then it will be communicated to the operator within 30 days from the date of receipt of the appeal.
• If the final decision of the Appeals Committee is considered unacceptable by the operator, he may appeal to the Accreditation Body within 30 days of the decision given by ISCOP.