Handling Client Complaints

Complaints received from following sources through email which is displayed on the website:

  • Client under certification process
  • Customer of Certified Client
  • Consumer Forums
  • Legal authorities
  • Any other sources

MD/Director accesses the email for received Complaints.

MD/Director acknowledges the complainant about receipt of complaint through email.

MD/Director through appropriate sources validate the complaint.

If the complaint is found to be invalid, MD/Director communicates back to the complainant with justification.

If the complaint is found to be valid, MD/Director & EC forms an ACTION TEAM.

Members of this team will be different from those who carried out audits and made the certification decision.

If the complaint is not related to IBP, MD/Director to demand CAR from Certified Client.

If the complaint is related to IBP, Action Team to initiate interim Short-term Containment action.

Action Team to investigate the concern raised in the complaint.

EC to verify the investigation outcomes.

If the investigation is invalid a re-investigation is recommended.

If the investigation is valid, Action Team to propose suitable Corrective action.

EC in coordination with MD/Director validates the action proposed and recommends them for implementation.

If action implementation takes long time intermediately status is updated to the complaint by MD/Director.

Action Team establishes elements to track effectiveness of proposed action.

The action taken is evaluated for effectiveness.

If the action is not effective the proposed action is reviewed.

If the action taken is effective, horizontally deploy those actions in other areas / processes & Close the Complaint.

MD/Director communicates through a formal notice, about the resolution taken against the complainant to the entity who has initiated this Complaint.

The Maximum time for the Resolution of Complaint is 24 Hours i.e., means within 24 Hours of time IBP will Resolve the Issue.