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New Managing Director of Aspirata

Dear Staff, We wish to congratulate Venisha Bachulal on her appointment as Managing Director of Aspirata effective 1 April 2017. Venisha has been Operations Director for Aspirata for a number of years and has since November 2016 been fulfilling a dual role in Aspirata whilst Sybrand Strauss has been fulfilling…

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Complaints

When a complaint is lodged with Aspirata Certification, it shall confirm whether the complaint relates to certification activities that it is responsible for.

All complaints investigated shall be subject to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.

Aspirata Certification shall inform the client implicated about the lodged complaint at the earliest time.

If the complaint relates to a certified client, the investigation regarding the complaint shall consider the effectiveness of the certified management system.

Aspirata Certification shall take responsibility for the complaint resolution process, which shall include the following actions:

  1. logging all received complaints (complaints register)
  2. acknowledging receipt of the complaint
  3. inform the complainant of the process that will be followed
  4. informing the implicating client of the complaint and process that will be followed
  5. validating and investigating the complaint
  6. deciding what actions are to be taken in response to the complaint
  7. tracking and recording complaints
  8. ensuring that any appropriate correction and corrective action are taken by the implicating client
  9. informing the complainant of the complaint resolution and outcome.

Aspirata Certification shall review the validity, extent and importance of the complaint by considering the following elements:

  1. lack of service
  2. commercial dispute
  3. product safety
  4. miss-use of marks and logos
  5. certified management systems
  6. potential to undermine the reputation of Aspirata Certification or its associated accreditation providers

Aspirata Certification shall be responsible for gathering and verifying all necessary information to validate the complaint and institute appropriate correction and corrective action to resolve the complaint. It shall ensure that the persons engaged in the complaint resolution process are different from those who were part of the audit process or were involved in the certification decision.

The following action could apply where appropriate:

  • Where the nature of the complaint is identified as system related:
  • the implicating client shall be informed of the complaint in writing
  • a short notice audit will be conducted on the certified company at their expense,
  • to obtain objective evidence related to the processes, products or areas of the complaint
  • identified non-conformances shall be actioned by the implicated company, who will submit a complete action plan indicating by when, by whom and what action will be taken to address the non-conformances
  • Aspirata Certification will not be hold responsible for any financial claims because of poor services or products delivered by the certified company
  • Where a complaint is raised or make known by public media (newspaper, radio or television), implicating a certified company of Aspirata Certification:
  • the client shall be informed of the complaint in writing
  • a short notice audit will be conducted on the certified company at their expense, to obtain objective evidence related to the processes, products or areas of the complaint
  • identified non-conformances shall be actioned by the implicated company, who will submit a complete action plan indicating by when, by whom and what action will be taken to address the non-conformances
  • Aspirata Certification will not be hold responsible for any financial claims because of poor services or products delivered by the certified company

Specific scheme requirements shall be considered by Aspirata Certification in determining the required or appropriate action. This refers particularly to the applicable scheme specific requirements related to EMS, OHSAS and FSSC schemes.

Aspirata Certification shall determine, together with the client and the complainant, whether and to what extent, the subject of the complaint and its resolution shall be made public.

Where complaints are lodged against Aspirata Certification, such complaint shall be investigated by one level of authority higher than that of the implicating person(s) following the above process.

Aspirata Certification shall be responsible for gathering and verifying all necessary information to validate the complaint and institute appropriate correction and corrective action to resolve the complaint. It shall ensure that the persons engaged in the complaint resolution process are different from those who were part of the audit process or were involved in the certification decision.

The following action could apply where appropriate:

  • Where the nature of the complaint is identified as system related:
    • the implicating client shall be informed of the complaint in writing
    • a short notice audit will be conducted on the certified company at their expense, to obtain objective evidence related to the processes, products or areas of the complaint
    • identified non-conformances shall be actioned by the implicated company, who will submit a complete action plan indicating by when, by whom and what action will be taken to address the non-conformances
    • Aspirata Certification will not be held responsible for any financial claims because of poor services or products delivered by the certified company
  • Where a complaint is raised or make known by public media (newspaper, radio or television), implicating a certified Aspirata Certification:
    • the client shall be informed of the complaint in writing
    • a short notice audit will be conducted on the certified company at their expense, to obtain objective evidence related to the processes, products or areas of the complaint
    • identified non-conformance shall be actioned by the implicated company, who will submit a complete action plan indicating by when, by whom and what action will be taken to address the non-conformances
    • Aspirata Certification will not be hold responsible for any financial claims because of poor service or products delivered by the certified company

Specific scheme requirements shall be considered by Aspirata Certification in determining the required action or appropriate action. This refers particularly to the applicable scheme specific requirements related to EMS, OHSAS and FSSC schemes.

Aspirata Certification shall determine, together with the client and the complainant, whether and to what extent, the subject of the complaint and its resolution shall be made public.

Where complaints are lodged against Aspirata Certification, such complaint shall be investigated by one level of authority higher than that of the implicating person(s) following the above process.

Register your complaint by submitting an email to aspirata@aspirata.co.za.

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