Complaints and Appeals Procedure |
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- All complaints and appeals received shall be forwarded to the QA Department for the attention of the QA Manager at manager-qa@sanha.org.za
- The QA Manager shall log all such complaints and appeals and send an acknowledgement to the complainant or appellant.
- The QA Manager shall then determine if this complaint or appeal relates to SANHA’s certification activity.
- If so, the QA Manager shall investigate and validate the complaint.
- The QA Manager, together with other management team members and relevant parties, shall collect and verify all information relating to the complaint or appeal.
- Once the information and evidence is gathered and verified, a report of the complaint shall be compiled and submitted to the Complaints and Appeals committee for a decision to resolve the complaint or appeal.
- Once the matter is resolved and a decision is made by the committee, the QA Manager shall notify the complainant or appellant of the end of the complaint or appeal process and its outcome.
- The QA Manager shall then ensure that subsequent correction and corrective action is taken by the respective party/ies to resolve the complaint or appeal.
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