COMPLAINTS HANDLING

Complaints Handling

  1. Client and/or other stakeholders may issue complaints to UGGSB in written form (email, letter).
  2. The OM shall email the Complaint Form (UGG-FM-16) to the client to fill up the complaint details in a structured manner to facilitate investigation by UGGSB and to undertake suitable corrective/preventive/improvement actions.
  3. The GM shall convene meeting to review these complaints and respond accordingly in consultation with the Operation Manager.
  4. Complaints shall be resolved in a timely manner and replied to complainant in written form.
  5. Records of complaints and their resolutions shall be maintained according to specified retention time in the UGGSB Master List of Files.
  6. UGGSB shall ensure that submission, investigation and decision on complaints will not result in any discriminatory action against the complainant.
  7. Upon receipt of a complaint, the OM shall confirm whether the complaint relates to certification activities that UGGSB is responsible for.
  8. If so, the OM shall deal with the complaint by utilizing the Complaint Form (UGG-FM-16). The Operation Manager shall provide the Complaint Form (UGG-FM-16) to be filled by the client when the client has indicated that they would like to make a complaint to UGGSB relating to certification activities of the CB office personnel and/or audit personnel.
  9. UGGSB shall ensure that, if the complaint relates to a certified client, the examination of the complaint shall consider the effectiveness of the certified management system.
  10. UGGSB shall ensure that any valid complaint about a certified client is referred by UGGSB to the certified client in question shall be done at an appropriate and timely manner.
  11. UGGSB shall have a documented process to receive, evaluate and make decisions on complaints by utilizing the Complaint Form (UGG-FM-16).
  12. UGGSB shall ensure that the complaint-handling process is subject to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.
  13. UGGSB shall ensure that the complaints-handling process include at least the following elements and methods:
    • an outline of the process for receiving, validating, investigating the complaint, and for deciding what actions are to be taken in response to it.
    • tracking and recording complaints, including actions undertaken in response to them.
    • ensuring that any appropriate correction and corrective action are taken.
  14. The Operation Manager shall receive the complaint and be responsible for gathering and verifying all necessary information to validate the complaint.
  15. Whenever possible, the OM shall acknowledge receipt of the complaint.
  16. The Operation Manager shall provide the complainant with progress reports and the result of the complaint.
  17. The General Manager/Operation Manager shall ensure that the decision shall be communicated to the complainant made by, or reviewed and approved by, individual(s) not previously involved in the subject of the complaint.
  18. The GM/OM shall give formal notice at the end of the complaints-handling process to the complainant.
  19. UGGSB shall determine, together with the client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution is to be made public.
  20. These complaint issues shall be resolved in a timely manner and replied to Client in written form and records of decisions shall be maintained/filed according to specified retention time.

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