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Regulation, Complaints & Appeal

Regulation, Complaints & Appeal

PURPOSE: To describe the procedure for appeals and to ensure that the appellant’s complaint is dealt with in the most effective manner.
SCOPE:                     Appeals Received by TVQS.
RESPONSIBILITY:            CEO
1.         INTRODUCTION
            An applicant, a certified company or any interested party may appeal against a decision of TVQS. The matter is referred to the Appeals Panel whose decision is final. This Procedure is also publicly available on TVQS website
 
2.         ADMINISTRATION OF APPEALS
2.1       In the event of an applicant, Certified Company or any interested party, wishing to contest any decision of TVQS, he shall, within 14 days after having been officially informed of such a decision, give notice in writing to TVQS of his desire to appeal against the decision. The receipt of the appeal is acknowledged by CEO and the applicant is informed of the progress made and the outcome. TVQS is responsible for all decisions at all levels of the appeals-handling process.
 
2.2       Tracking and recording appeals, including actions undertaken to resolve them ensuring that any appropriate correction and corrective action are taken are done by CEO in format no TVQS-F-018 and presented in front of Appeal panel.
 
2.3       On receipt of such an appeal, the CEO, shall advise the Board of Directors and the Impartial Committee of the details of the appeal received. The Board of Directors will proceed to constitute an independent Appeals Panel in each case in consultation with the Impartial Committee. The Appeals Panel will comprise of a Chairman who will be assisted by two members of the Impartial Committee representing the area of technical expertise related to the nature of the appellant's activities under certification. The appellant will have the right to object against the inclusion of any person in the Appeals Panel. All members chosen to form the Appeals Panel shall not have been previously involved in the decision appealed against. TVQS also ensures that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions
2.4       The meeting of the Appeal Panel shall be held within 30 days of the receipt of notification from the appellant and the appellant will be provided with at least 7 clear days of written notice of the time and place of the Appeals Panel Meeting. Prior to the meeting of the Appeals Panel the existing decision of TVQS is to remain in force.
 
1.1              At the Appeals Panel meeting of both the appellant and the appropriate representative from TVQS shall be entitled to be heard in confidence and majority decision of the Appeals Panel shall be final. While taking decision the results of previous similar appeals are taken into account
1.2              The CEO shall ensure that the appellant is advised in writing of the decision of the Appeals Panel within 7 days of the decision. The CEO shall record details of the appeal in the Register of Appeals and implement the decision of the appeals panel, as required.
            On conclusion of the appeal, the CEO will also review the grounds of appeal and evaluate if any possible improvements to TVQS’s control systems are required. A description of the appeals handling process is available on TVQS website to made it Publically accessible.

 

 

2.6       The CEO shall ensure that the appellant is advised in writing of the decision of the Appeals Panel within 7 days of the decision. The CEO shall record details of the appeal in the Register of Appeals and implement the decision of the appeals panel, as required.
            On conclusion of the appeal, the CEO will also review the grounds of appeal and evaluate if any possible improvements to TVQS’s control systems are required. A description of the appeals handling process is available on TVQS website to made it Public ally accessible.
 
2.7    TVQS ensures through Appeal Panel that the decision to be communicated to the appellant made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal
 
2.8     The CEO shall ensure that the submission, investigation and decision on Appeals shall not result in any discriminatory actions against the appellant that any appropriate correction and corrective action are taken. The certification body shall give formal notice to the appellant at the end of the appeals handling process.
 
References: - 
TVQS Policy Manual- section 9.7
TVQS Website: www.isoindia.org
Form No. TVQS-F-018 “Complains Appeals and Disputes”

Regulation, Complaints & Appeal

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TVQS Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, TVQS, TVQS ISO, TVQS ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

TVQS Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, TVQS, TVQS ISO, TVQS ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

TVQS Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, TVQS, TVQS ISO, TVQS ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

TVQS Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, TVQS, TVQS ISO, TVQS ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

TVQS encourage to adopt and implement latest available standards ISO 9001:2015 & ISO 14001:2015, hence no application shall be accepted after 01st Jan. 2017 for ISO 9001:2008 & ISO 14001-2004 standard, earlier this date was 01st Sept. 2017. Existing client may continue using their certification status till the validity of the standards i.e. 15th Sept. 2018

TVQS encourage to adopt and implement latest available standards ISO 9001:2015 & ISO 14001:2015, hence no application shall be accepted after 01st Jan. 2017 for ISO 9001:2008 & ISO 14001-2004 standard, earlier this date was 01st Sept. 2017. Existing client may continue using their certification status till the validity of the standards i.e. 15th Sept. 2018

The International Organization for Standardization ISO is an international standard-setting body composed of representatives from various national standards organizations. Founded on 23 February 1947, the organization promotes worldwide proprietary, industrial and commercial standards. It is headquartered in Geneva, Switzerland and works in 164 countries. It was one of the first organizations granted general consultative status with the United Nations Economic and Social Council.

The International Organization for Standardization ISO is an international standard-setting body composed of representatives from various national standards organizations. Founded on 23 February 1947, the organization promotes worldwide proprietary, industrial and commercial standards. It is headquartered in Geneva, Switzerland and works in 164 countries. It was one of the first organizations granted general consultative status with the United Nations Economic and Social Council.

TVQS shall start accepting the transition request by January 2019, TVQS Plan Single visit approach in normal case, but in case of special request from the Client; staged process may be adopted. Transition may be carried out either by special audit for the transition or with the surveillance audit. Man-days for the transition may be following: a. In case of Special audit, 1/3rd of the initial audit man-days subject to minimum 1 man-days. b. In case of transition audit planned with Surveillance audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. c. In case of transition audit planned with Recertification audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. ii) Certificate issued under ISO 22000:2005 shall not be affected and shall remain valid till the validity of certificate issued under old version of the standard i.e. (19th Jun. 2021). iii) TVQS shall issue certificate for ISO 22000-2005 with the expiry date on or before 19th Jun. 2021 and this date can be extended to 29th June 2021. if client fails to complete the transition by three years after the publication of ISO 22000:2018, certificate shall expire its validity. This clause shall not affect the surveillance requirement of the TVQS. In case transition is not completed during the validity period of the standards, the whole process of certification shall be required (Stage-1 & Stage-2 Audit to be made necessary for certification to be reinstated).

TVQS shall start accepting the transition request by January 2019, TVQS Plan Single visit approach in normal case, but in case of special request from the Client; staged process may be adopted. Transition may be carried out either by special audit for the transition or with the surveillance audit. Man-days for the transition may be following: a. In case of Special audit, 1/3rd of the initial audit man-days subject to minimum 1 man-days. b. In case of transition audit planned with Surveillance audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. c. In case of transition audit planned with Recertification audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. ii) Certificate issued under ISO 22000:2005 shall not be affected and shall remain valid till the validity of certificate issued under old version of the standard i.e. (19th Jun. 2021). iii) TVQS shall issue certificate for ISO 22000-2005 with the expiry date on or before 19th Jun. 2021 and this date can be extended to 29th June 2021. if client fails to complete the transition by three years after the publication of ISO 22000:2018, certificate shall expire its validity. This clause shall not affect the surveillance requirement of the TVQS. In case transition is not completed during the validity period of the standards, the whole process of certification shall be required (Stage-1 & Stage-2 Audit to be made necessary for certification to be reinstated).
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