Appeal & Complaint

The complaint is the formal expression of Dissatisfaction against the services. The complainant can be an individual or an organization.

1. 1 The complainant can use any of the modes of communication.
2. 2 The complaint logged on ITMAD complaint log.
3. 3 The complaint shall be recorded, acknowledged by Customer communication and shall be forwarded to Head System Certification.
4. 4 In case of an anonymous complaint, or inadequate description, Head System Certification reserves the right of dealing with the complaint as deemed appropriate.
5. 5 Head system Certification shall investigate, keep complainant updated on status, and communicate the decision & actions to the complainant.

The appeal is the expression of dissatisfaction on the result or outcome of the audit, certification decision or any other related matter.

1. 1 The appellant can use any of the modes of communication.
2. 2 All the appeals shall be recorded and acknowledged by customer communication & shall be forwarded to Head System Certification.
3. 3 Head System Certification shall ensure proper tracking of appeals.
4. 4 Head system Certification shall investigate, keep appellant updated and communicate the decision & actions to the appellant.
5. 5 The Head Systems Certification shall take suitable Corrective Action and Monitor its effectiveness