Appeals & Complaints

5. Procedure

5.1 Receipt and Registration

Appellants and complainants are required to submit their appeal or complaint in writing Complaint Form (RC-FR-12-1) Appeal Form (RC-FR-12-3), through websites www.reliablecert.com, email (info@reliablecert.com), phone (+92 321 5995885) and postal mail (G-61, Zainab Tower, Model Town Link Road, Lahore, Pakistan) provided by Reliable Certifications. A complaint can be generated within 30 Days of Reliable Certification decision. The appeal/complaint should be submitted properly and the concerned staff registers the case.

5.2 Receipt Acknowledgement

• Upon receipt of an Appeal and complaint, Marketing Manager will acknowledge it in writing either by email or letter within minimum three business days.
• A unique reference number will be assigned to the complaint to facilitate tracking and follow-up throughout the resolution process.

5.3 Evaluation and Investigation

5.3.1 Review

Quality Manager will review appeal or complaint and will decide whether it will be directed to impartiality committee or certification committee. All other general complaints will be handled by Quality Manager.

5.3.2 Investigation

• The Appeal and complaint are initially screened by the Quality Manager to verify that it relates to certification activities, auditors, or decisions. If they do not fall within the scope of certification, they are redirected to the appropriate department.
• The designated team will investigate Appeals and Complaints using:
  • Document review, interviews, and evidence collection
  • Root cause analysis using 5 Whys
  • Site visit, record comparison, and checklist use
  • Remote techniques (e.g., video interviews, screen-sharing audits) where physical access is not feasible
• Internal complaints will be investigated by the Quality Manager using the above methods, in consultation with HR if disciplinary action is required.

5.3.3 Analysis of Findings

Quality Manager will assess the complaint to determine its validity, potential impacts, responsible person, and any corrective actions needed.

Timeline for investigation:
- Certification-related complaints: completed within 20 business days after receipt.
- Internal complaints of RC: handled within 3 days.

5.4 Initial Reporting

The Investigation Team will draft a report outlining:

• The nature of the complaint
• Findings from the investigation
• Root cause analysis
• Corrective or preventive actions to be taken (if applicable)

5.5 Review and Final Approval

• The investigation report for certification-related and general complaints is reviewed and approved by the Quality Manager before final communication to the complainant/appellant.
• The decision made by Reliable Certification considers input from both the complainant/appellant and Reliable Certification audit team. For general complaints, input is also taken from internal parties.
• RC proceeds with the review even if the complainant/appellant is absent, based on documented evidence.
• A designated person presents the rationale and supporting evidence for the disputed decision.
• If the decision favors the complainant/appellant:
  • The Managing Director/CEO, in consultation with QM, implements corrective actions.
  • Financial adjustments are as follows:
    • RC will return advance payment to the client in case of dispute at site or cancellation of audit activity.
    • RC will not return payment once the audit is performed.
    • RC will pay Manday and travelling charges to auditors and technical experts.
• The decision issued by Reliable Certification is final and binding on both parties.

5.6 Communication to Complainant

RC will inform the complainant about the decision through email and courier.

5.7 Maintenance & Retention of Record

RC will retain any decision of complaint and appeal for a period of 3 years. All complaints and appeals are handled with strict confidentiality. Only authorized personnel have access to related information.

5.8 Escalation to Higher Authorities

If the appellant or complainant is not satisfied with the decision, they can escalate the matter to higher authorities within RC or relevant regulatory bodies.