Complaints and appeals process

• The handling process for complaints and appeals includes at least the following elements and methods:

1. a description of the process for receiving, validating, investigating the complaint or appeal, and deciding what actions are to be taken in response to it;
2. tracking and recording complaints and appeals, including actions undertaken to resolve them;
3. ensuring that any appropriate action is taken.

• TTIC, on receiving the complaint or appeal, is responsible for gathering and verifying all necessary information to validate the complaint or appeal.
• Whenever possible, TTIC acknowledges receipt of the complaint or appeal, and provides the complainant or appellant with progress reports and the outcome.
• The decision to be communicated to the complainant or appellant is made by, or reviewed and approved by, individual(s) not involved in the original inspection activities in question. Mainly this is done either by General Manager, who is not directly involved in such inspection activity.
• TTIC gives formal notice of the end of the complaint and appeals handling process to the complainant or appellant by e-mail.
• Definition: Complaints are expressions of dissatisfaction made by any party (e.g., customers, stakeholders, or the general public) about the activities of the inspection body, its personnel, or its decisions, excluding appeals.
• Definition: Appeals are requests from a client or other interested party to reconsider a decision made by the inspection body regarding the outcome of an inspection.
• TTIC apply the following:

1. Receiving Complaints and Appeals:

• Complaints and appeals can be submitted by clients, stakeholders, or other interested parties via:
• Email (Info@tiv.com)
• Written letter
• Complaint/Appeal submission form (F-031)
• The details must include:
• Nature of the complaint or appeal
• Relevant documentation or evidence
• Contact information of the submitter

1. Registration

• All complaints and appeals are logged in the Complaint and Appeal Register (F-032) by the Quality Manager or designated personnel.
• Each submission is assigned a unique reference number (CO-XXX / AP-XXX) for tracking purposes. CO refer to complain, AP refer to appeal and XXX refer to serial number of complain or appeal.

1. Acknowledgment

• Acknowledgment of receipt is sent to the submitter within 7 working days, confirming the matter is under review.

1. Evaluation

• Complaints:

1. The issue is evaluated to determine its validity and root cause.
2. Relevant personnel and processes are reviewed without compromising confidentiality.

• Appeals:

1. A review committee is formed, including personnel not involved in the original decision.
2. The inspection decision under appeal is re-evaluated based on applicable criteria.
3. Decision Making

• Decisions on complaints and appeals must:

1. Be impartial and based on objective evidence.
2. Ensure no individual involved in the matter reviews their own work.
3. The decision is documented in the Complaint and Appeal Resolution Form (F-033).
4. Communication of Outcome

• The outcome is communicated to the submitter within 7 days of the decision, including:

1. Resolution or corrective actions for complaints.
2. The final decision for appeals, along with justifications.
3. Corrective and Preventive Actions

• Any issues identified are addressed through corrective and preventive actions as per the Non-Conformity and Corrective Action process (F-043).

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Complain/Appeal submission form F-031