Complaints Handling Policy
Quality International is committed to a consistent, fair, impartial, accessible, effective and efficient process for handling, responding and resolving complaints.
Quality International considers complaints to be an expression of dissatisfaction related to our services, decisions, actions or the actions of our people, which QUALITY INTERNATIONAL has been unable to resolve in the first instance, and where a response is expected.
Forms of Complaints
Quality International has the following forms of complaints which may be due to:
- Complaints as a result of QUALITY INTERNATIONAL certification activities.
- General complaints beyond the certification activities such as complaints against QUALITY INTERNATIONAL staff, its system, other services, procedures, and policies.
Commitment to Handling Complaints
Quality International shall:
- Openly and objectively welcome complaints, constructive criticisms, and feedbacks from people who have dealt with QUALITY INTERNATIONAL and who are dissatisfied with our services, officers, actions, or decisions.
- Treat each complainant with respect and provide them with a clear description of how the process works.
- Provide a clear explanation of QUALITY INTERNATIONAL’s actions and decisions.
- Address each complaint in a consistent, equitable, fair, impartial, accessible, transparent, and accountable complaint-handling process.
- Deal with all complaints objectively in accordance with QUALITY INTERNATIONAL’s confidentiality policy.
- Highly regard and acknowledge feedbacks and complaints as opportunities to develop our knowledge and improve our services.
- Proactively seek feedbacks and suggestions for improvement.
- Ensure satisfaction by the complainant on the complaint handling process.
Process Documentation
Complaints handling process, appeals, and disputes are detailed further in the documented procedures as established by Quality International. These shall be subjected to review during audit and the management review.
