Applicant, Certified Clients of the RIR Certification Pvt Ltd. may appeal to any decision of the RIR not to award, withdraw, revoke or suspend certification.
The appeals handling documented process covering receiving, evaluating and making decisions on appeals is carried out as described in the following clauses.
a) : Any client or interested party is entitled to appeal in writing, but the appeal must be justified.
b) : RIR provides the client with guidance on how to appeal and direct to the standard business terms described in Certification Agreement. Appeal form has to be filled by the appellant and forwarded to RIR.
c) : The Managing Director of RIR, shall take care of the appeal received from any client/appellant.
d) : A written or electronic acknowledgement is given to the appellant.
e) : The Top Management, in the interest of both the parties, shall contact the client to clarify the matter and settle the appeal amicably. If he succeeds in his attempt to settle the matter he will inform the client of the result.
f) : For any decision in between the final outcome of the result the client will be intimated from time to time.
g) : All the progress and results of various stages will be communicated to the client in writing or through electronic media.
h) : RIR gives formal notice to the appellant of the end of the appeals-handling process.
RIR ensures submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant. All information related to the appeal is kept confidential by involving only personnel concerned with appeals handling process. No details of the client or the outcome of the interactions during the process is made known to any outsider
Note: RIR has established a time frame for taking decision on appeals as 60 to 90 days from the actual receipt of the appeal.
RIR is responsible for all decisions at all levels of the complaints handling process.
Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.
Any client or interested party is entitled to lodge a complaint in writing, but the complaint must be justified. Complaint form has to be filled by the complainant and forwarded to RIR. Upon receipt of a complaint, RIR confirms whether the complaint relates to certification activities that it is responsible for and, if so, shall deal with it. If the complaint relates to a certified client, then Examination of such a complaint shall also consider the effectiveness of the certified management system of the client.
Any valid complaint about a certified client will also be referred by the certification body to the certified client in question at an appropriate time.
RIR is responsible for gathering and verifying all necessary information to validate the complaint.
Whenever possible, RIR will acknowledge receipt of the complaint, and will provide the complainant with progress reports and the outcome.
RIR ensures that the decision to be communicated to the complainant is made by, or reviewed and approved by only individual(s) not previously involved in the subject of the complaint
RIR will give formal notice of the end of the complaints-handling process to the complainant, whenever possible.
RIR will determine, together with client and complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.
RIR will resolve the complaints within 90 days from the date of receipt of the complaint.
RIR will provide the client with liberty to approach the Accreditation Board in case client is not satisfied or the complaint has not been resolved within 90 days from the date of its receipt.