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Complaints

• Complaint is an expression of dissatisfaction, other than appeal, by any person or organisation, to MCPL relating to its activities where a response is expected.
• Complaint can be made by any person or organisation against the following
• MCPL‘s operation and / or procedure.
• the auditor, expert, staff of MCPL
• process of auditing by the auditor
• misuse of certification status either in the scope or in the logo.
• The complaint must be made in writing to MCPL with complete details of the complainant (Name, Address, Organisation, etc.) and description of the problem alongwith evidence, as required. GM (Tech.) will acknowledge the complaint within ten days (excluding postal time) with a brief detail on the approach and approximate time required for addressing the complaint. Complaint shall be received by GM (Tech.).
• If the complaint has no details of the complainant or the description is not adequate, MCPL shall reserve the right of detailing the complaint as deemed unfit.
• On receipt of the complaint MCPL will examine whether the complaint relates to its certification activity. If MCPL is responsible for the complaint, then it shall register in the complaint register (MAX –06-01 (F)-R00) and shall deal with it. Depending on the nature of the complaint a Time frame will be decided between MCPL and the complainant. This will be recorded in the complaint register.
• GM (Tech.) shall arrange a detailed investigation. An independent review team not previously involved in the subject of the complaint is assigned to conduct the investigation. The investigation shall include the following:
  • Identify the cause of the problem and record corrective actions.
  • Review of pertinent data.
  • Interviews with audit team members, as appropriate.
  • Interviews with client’s personnel, as appropriate.
• The investigation team will report its findings to GM (Tech.) along with its recommendation for the disposal of the complaint.
• MCPL shall provide the outcome of the investigation done on the complaint, ensures the complainant’s satisfaction on the closing of the complaint.
• If a complainant is dissatisfied with the outcome of MCPL's complaints handling process, the complainant may refer the complaint to GAB.
• Complaints that are not closed out within a timeframe documented and agreed with the complainant shall be escalated to MCPL’s top management to ensure that the complaint receives the appropriate priority. Complaints that are not closed out within 3 months of that agreed timeframe shall be brought to the attention of GAB.
• In general the correction and corrective action shall be taken according to MCPL - MSP – 12.
• The GM (Tech.) will follow each complaint to conclusion and initiate possible preventive actions if any. Effectiveness of such actions would be assessed and reported in the Management review meetings.

Appeal

• Appeal is a request by a client for reconsidering of any adverse decision made by MCPL related to its desired certification status
• Appeal can be filled by any person or organisation on the following reasons:
• Refusal to accept an application.
• Delay in audit plan implementation
• Response on corrective action requests.
• Non-response to change of certification scope
• Decisions to deny, suspend or withdraw certification.
• Any other action that impede the issue of certification.
• Non acceptance of auditor’s findings
• Any person or organisation can file an appeal against the decision of the MCPL to the Chairman Advisory Committee through GM (Tech.). The appeal must be filed in writing within thirty days of the decision of the MCPL along with all the necessary documents in support of the appeal.
• The GM (Tech.) verifies the documents for completeness and may ask for additional documentary support if necessary. Once documents are complete, the GM (Tech.) acknowledges the receipt of the appeal, and then it shall be registered in the appeal record (MAX –06-02 (F)-R00). It shall be forwarded to the Chairman of Advisory Committee. The Chairman has the right to either disallow the appeal or to form an appeals committee based on the merit of the contents of appeal.
• The appeal committee is headed by one of the advisory board members nominated by the Chairman. The nominated head of the appeals committee is allowed to take two members out of the auditors, staff of MCPL and is also allowed to invite other outside members as necessary to discharge the appeal. It would be ensured that the members had not been involved in the subject matter of the appeal.
• The head may ask the appellant to present the facts in person to the appeals committee if necessary or if so desired by the appellant.
• The appeals committee may ask any of the staff, auditors, and group for the facts to help in discharging the appeal based on facts.
• The appeal committee gives its recommendation to the Chairman Advisory Committee for necessary action to discharge the appeal to the satisfaction of the appellant. The Chairman will give the decision on the appeal based on the recommendation by the appeals committee. The decision of the Chairman Advisory Committee in this regard will be final.
• In general the correction and corrective action shall be taken according to MCPL - MSP - 12.
• The progress of investigation and the outcome shall be informed to the appellant to the extent required. A formal notice of the completion of the appeal handling process shall be sent to the appellant.
• During the appeal process it is ensured that the submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant.
• The GM (Tech.) will follow each appeal to conclusion and initiate possible preventive actions if any. Effectiveness of such actions would be assessed and reported in the Management review meetings.

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