Complaints and Appeals
Complaints
At BCI CERT, we value your feedback and are committed to resolving any complaints promptly and professionally. To make a complaint, you can reach out to us via email, letter, or phone, using the contact details provided for your BCI CERT representative. Here’s how we handle complaints:
At BCI CERT, we value your feedback and are committed to resolving any complaints promptly and professionally. To make a complaint, you can reach out to us via email, letter, or phone, using the contact details provided for your BCI CERT representative. Here’s how we handle complaints:
Complaint Filing:
A written complaint can be sent either by e-mail or by letter (see contact ) and should, as a minimum, contain the following:
- Name of the person filing the complaint
- Company name (if relevant)
- Address and/or e-mail address
- Reference to relevant service
- The reason for the complaint
Complaint Registration:
Upon receipt, we register your complaint in our system to ensure proper tracking and follow-up.
Assigned Handling:
BCI CERT appoints a dedicated person to manage your complaint throughout the resolution process.
Acknowledgment:
You will receive an initial response acknowledging the receipt of your complaint.
Corrective Action:
We issue an internal corrective action report, analyze the complaint, and decide on necessary corrections and corrective actions.
Validation and Implementation:
The complaint is validated based on collected information, and we implement the required corrections and corrective actions.
Records Retention:
Proper records of the complaints handling process are retained for future reference.
Response:
An authorized representative at BCI CERT will respond to you, informing you of the outcome of the process and the decision taken.
Appeals Process:
If you are dissatisfied with the complaint investigation and decision, you have the right to appeal.
APPEALS
Appeals can be made in response to a complaint decision or a certification decision, such as suspension/withdrawal or audit outcome. To appeal, clients can email their appeal to appeals@bcicb.com or send a letter to BCI CERT’s address. The following steps outline our appeals process:
Appeal Filing:
We register your appeal upon receipt and acknowledge its receipt.
Handled by Uninvolved Management:
Appropriate management personnel not previously involved in the disputed decision will handle the appeal case.
Review Process:
The appeal review includes
- Interviewing relevant stakeholders
- Reviewing all relevant documentation
- Considering the information provided by the person making the appeal
- Considering any other relevant requirements, e.g., standard(s) or scheme requirements
Decision Communication:
You will be informed in writing about the outcome and decision of the appeals-handling process.
Records Retention:
Proper records of the appeals process are retained for future reference.
Further Steps:
If you are unsatisfied with the appeal’s outcome, contact the relevant accreditation body for further resolution.
