At Elite Quality & Standardization Certificates – L.L.C. – S.P.C. (Elite QSC), we are committed to upholding the highest standards of transparency, fairness, and accountability in our certification processes. We value client and stakeholder feedback and have established a formal Complaints and Appeals Procedure to ensure timely and impartial resolution of any concerns raised.
Purpose
Our complaints and appeals process provides a structured approach for handling:
- Grievances or dissatisfaction with our certification services.
- Disputes related to audit findings, certification decisions, or auditor conduct.
- Suggestions for improvement and observations from clients or internal staff.
Scope
This procedure applies to:
- All written, verbal, or emailed complaints and appeals received from clients, stakeholders, or internal staff.
- Issues identified during audits, inspections, or day-to-day certification activities.
Types of Incidents Addressed
We classify reported issues as follows:
- Complaints – Concerns about Elite QSC services, personnel, audit processes, or certified clients.
- Appeals – Formal objections to audit outcomes or certification decisions.
- Suggestions – Constructive feedback or recommendations for improvement.
- Observations – Witnessed deficiencies or non-conformities in services or operations.
- Opportunities for Improvement – Areas where processes can be optimized proactively.
How to Submit a Complaint or Appeal
Clients or stakeholders can report incidents through:
- Email or written communication
- Phone call or direct interaction
- Incident Reporting Forms (provided on request)
All reports are documented and tracked via our Complaints & Appeals Register for accountability and transparency.
Our Process
- Acknowledgement
- All submissions are acknowledged within 5 working days of receipt.
- Review and Validation
- The Certification/Technical Manager verifies facts through records and, if needed, interviews relevant parties.
- Investigation
- An independent Complaint & Appeal Committee analyzes root causes and determines corrective/preventive actions.
- If the issue involves a certified client, a response is sought from the client before further steps are taken.
- For appeals, the committee may assign a new auditor or arrange a joint meeting for resolution.
- Resolution
- Complainants are kept informed of progress and final outcomes.
- Every effort is made to close complaints/appeals within 7 working days.
- Confidentiality of all involved parties is maintained throughout the process.
Fairness and Impartiality
- Individuals involved in the original audit or certification decision do not participate in the appeals process.
- No discriminatory actions are taken against complainants or appellants.
- The Impartiality Committee may be consulted in complex or unresolved cases.
Committee Constitution
Our Complaint & Appeal Committee includes:
- Chief Executive Officer
- Certification & Technical Managers
- Representatives independent of the original certification decision
Substitutions are made when any member has a conflict of interest.
Ongoing Improvement
All complaints and appeals are analyzed annually to identify trends. Corrective and preventive actions are integrated into the organization’s continuous improvement process and reviewed during:
- Management Review Meetings
- Impartiality Committee Meetings
