Procedure for Complaint Handling
The complaint handling procedure at Dymer India Services Pvt. Ltd. ensures that all customer complaints are received, evaluated, and resolved efficiently and fairly. This process is based on the requirements set out by ISO 10002 and ensures confidentiality for both the complainant and the subject of the complaint.
Our procedure involves several key steps to ensure that every complaint is handled effectively, including root cause analysis, corrective and preventive actions, and ensuring the effectiveness of the solutions implemented. We are committed to transparency and provide regular updates to the complainant throughout the process.
4 Requirements of the Procedure
4.1 Objective
The objective of the complaint handling procedure is to enable and facilitate the receipt, evaluation, and decision-making regarding complaints. The process must adhere to confidentiality requirements, both for the complaint and the subject involved, in line with ISO 10002.
4.2 Responsibility
The decision regarding the complaint will be made by the Operations Manager and reviewed and approved by the Certification Director, or other individuals who were not previously involved in the subject of the complaint. The primary responsibility lies with the Operations Manager.
4.3 Execution
Upon receipt of the complaint, Dymer India Services Pvt. Ltd. will confirm whether the complaint is related to the certification activities it is responsible for. If so, the complaint will be handled accordingly. If the complaint concerns a certified client, it will be reviewed with respect to the effectiveness of the certified management system. Additionally, any complaints related to certified clients will be forwarded to the certified client within two weeks of receipt.
Complaint Handling Process
- Complaints are received by the Operations Manager through various channels (email, phone, in person, etc.).
- Each complaint is recorded in the customer complaint register.
- When possible, Dymer India Services Pvt. Ltd. acknowledges receipt of the complaint and provides progress updates to the complainant.
- The complaint will be evaluated to determine if it relates to certification activities that Dymer India Services Pvt. Ltd. is responsible for.
- Root cause analysis is performed to identify the underlying cause of the complaint.
- Appropriate corrective actions are decided, followed by a verification to ensure that these actions will address the issue effectively.
- Preventive actions are taken to ensure the same issue does not recur.
- The effectiveness of corrective actions is assessed to confirm that the complaint has been adequately addressed.
Final Decision and Transparency
- The complaint-handling process is publicly accessible through Dymer India Services Pvt. Ltd.'s website, where all relevant complaint data is published.
- The review of customer complaints is conducted by individuals independent of the subject area of the complaint.
- Whenever possible, Dymer India Services Pvt. Ltd. will formally notify the complainant when the complaint-handling process is complete.
- There will be no discriminatory actions against the complainant during the complaint handling process.
- Dymer India Services Pvt. Ltd. will collaborate with the client and complainant to determine whether the complaint and its resolution should be made public.