بازخورد و شکایات Feedback and Complaint

Feedback, Appeals and Complaints

Feedback

We welcome feedback about ICS Great Middle East Ltd (hereinafter called ICS) and our activities or about ICS customers and their activities, whether it is an expression of satisfaction or a complaint. Any information on instances of misuse of the Mark or misleading references to certification or accreditation is also welcomed

Appeals and Complaints

It is important that any issues of Appeals, Complaints and Disputes are handled in a professional manner; ensuring that they have been appropriately addressed and a reasonable effort has been made to resolve any issues arising If the Company feels that the findings of the Audit Team are not correct or are not appropriate and would like to challenge these findings, or if the Company are not satisfied with the conduct or professionalism of the Audit Team, then the Company has the right to submit either a formal Appeal or a formal Complaint

Appeals

If the Company feels that the findings of the Audit Team are not correct or are not appropriate, then an informal Appeal should be made to the Audit Team Leader during the Closing Meeting, and the findings should be questioned. At this time the Audit Team Leader may consider the Company’s Appeal to be justified and in this case shall make an adjustment to the findings. If the Audit Team Leader does not agree with the informal Appeal and the Company would like to submit a formal Appeal, the following procedure should be followed: (submission, investigation and decision on Appeals shall not result in any discriminatory actions against the Company)

The Company shall contact the ICS within seven days of the Audit, and advise of the intent to Appeal against the findings of the Audit Team Upon the request to Appeal, ICS shall provide the Company with an Appeals Form to complete. The Company should complete and return this form to ICS Great Middle East within 30 days of the Audit Findings being raised. Appeals that have not been submitted in writing can go no further .The ICS will contact the Company to discuss the Appeal and shall pass the formal Appeal to the ICS

If the ICS agrees that the findings of the Audit Team are not correct or are not appropriate, they will overturn the findings of the Audit Team and advise the Company in writing

If the ICS agrees with the Audit Team then the Appeal Form will be passed to the Independent Appeals Panel of the ICS Committee, for their further review and decision

The Company will be advised in writing that the Appeal is to go forward to the Independent Appeals Panel and will be advised of the details of the panel members

If the Company is of the opinion that a member of the panel constitutes a conflict of interest, or objects to any of the Panel members, then all objections must be made in writing, within 15 days of notification by ICS that the Appeal is to be reviewed by the Independent Appeals Panel. Any objections must clearly detail the reasons for objection, which will be considered by the Chairperson of the Panel. If they feel the objection is justified, the offending member shall be removed from the Independent Appeals Panel and an alternative shall be appointed

The Company will then be advised in writing of the results of the Independent Appeals Panel review

All Appeals submitted to ICS will be subject to periodic review by the Accreditation Body, to ensure fairness and impartiality of the Appeal process

Complaints

A Complaint about the conduct or professionalism of an employee or subcontractor of ICS Great Middle East may be made at any time

The Complainant shall contact the ICS and advice of the intent to complain. Upon the request to complain, ICS shall provide the Complainant with a Complaints Form to complete

The Complainant should complete and return this form to ICS. Complaints that have not been submitted in writing can go no further

The ICS will contact the Company to discuss the Complaint and shall pass the Complaint to the ICS , who will be responsible for dealing with the Complaint and coming to a conclusion, to be provided to the Complainant in writing

All Complaints submitted to ICS will be subject to periodic review by the AB, to ensure fairness and impartiality of the Complaints process

در راستای افزایش کیفیت خدمات و رضایت بیشتر مشتریان شرکت ICS، خواهشمندیم نظرات و پیشنهادات و هر گونه انتقاد و شکایتی که به خدمات ارائه شده این شرکت وارد می دانید را با ما در میان بگذارید.

پیغام ارسالی مستقیما توسط مدیریت ICS دریافت، مطالعه، بررسی و جواب داده خواهد شد.