The purpose of this procedure is to define the mechanisms in place to ensure that South African Compliance and Certification (SAC&C) manages pressures and risks to handling of appeals while neutralizing tendencies that may prevent objectivity in the provision of certification activities in order to deliver certification outcomes that provide confidence.
The procedure covers the mechanisms of handling of Appeals in the SAC&C provision of certification services
This procedure is applicable within the function and service of SAC&C
Parting using this document shall apply the most recent edition of the documents listed as follows:
All the parties using this document shall refer to ISO 17021-1:2015 standard
If a client disagrees with any non-conformance raised and/or the conclusion of the audit they can notify South African Compliance and Certification that they would like to appeal either via email whereby the appeal form will be sent to the client for completion and return or the client can complete the electronic form supplied on the website.
On receiving an appeal, the client is contacted via e-mail to confirm receipt of the appeal and obtain any further information (if required). A reference number is allocated from the Electronic Appeals Register. When the completed appeal form is received, an independent committee is set-up (This independent committee will comprise of at least Lead Auditor who have had no dealing with the company). The relevant Lead Auditor is notified and requested to submit input.
A review of the appeal and relevant documentation is conducted, and a decision is made.
The quality manager is the responsible person to review the decision made on the appeal and approve the decision. After the decision is approved, the quality manager shall communicate to the client regarding the decision taken on the appeal
Notification is given to both client and Lead Auditor. This notification will include details of corrective action to be taken by South African Compliance and Certification, where applicable. Notification will include details of corrective action to be taken, where applicable. The period for corrective action shall not exceed 20 working days. Where applicable, Corrective Action is implemented and verified as effective, and the Appeal Register completed. The quality manager shall inform the client of the progress via telephone or emails weekly.