Appeal

An applicant, a certified company or any interested party may appeal against a decision of PQC. The
matter is referred to the Appeals Panel (Which is constituted from any two member of the Impartial
Committee) whose decision is final and for the decision of the Appeal Panel the PQC is responsible. This
Procedure is also publicly available on PQC website.
PQC is responsible for gathering and verifying all necessary information to validate the appeal. PQC also
ensure that submission, Investigation and decision on appeal shall not result in any discriminatory actions
against the appellant.

Appeal Process to receive, evaluate and make decision on appeal
1. Any aggrieved party can file the appeal within 30 days against the decision of PQC by giving a notice
or by mail to PQC.
2. The appeal shall be forwarded to the appeal panel for investigation. Appeal Panel also consider that
what decision has been taken already in the similar previous appeals.
3. The appeal panel can ask the information from the aggrieved party and from PQC and both of the
parties are bound to furnish the information within time limit as provided by the Appeal panel.
4. PQC will provide the information to the appellant about the progress, Action undertaken to resolve
appeal, ensurity of appropriate correction and corrective action has taken and same to be entered in the
appeal register.
5. PQC also provides the formal notice to the appellant that appeal panel decision and appeal handling
process is completed.
6 .The whole process of appeal shall be finished with 60 days of the filing the appeal. In case delay then
PQC shall justify the delay.

Complaints

PQC is responsible for all decisions at all levels of the complaints handling process. Any complaint
received by PQC in writing or by e-mail or telephone in respect of its functions as a certification body or a
company certified by it, shall be fully reviewed and shall be recorded in the complaint register with its
nature. Submission, investigation and decision on complaints shall not result in any discriminatory actions
against the complainant.
If the valid complaint relates to the certified client:
a) It must ensure that the effectiveness of the certified management system is checked by competent
auditor(s), who were not involved with the client previously.
b) The letter in question is sent to certified client within 30 days of receiving of complaint and recorded in
the complaint register.
If the complaint is about certified client management system:
a) It ensures that the effectiveness of the certified management system is checked by competent
auditor(s)/person(s) who were not involved with the client previously.
b) The concerned auditors may be summoned to confirm the facts if it relates to certification activity.
c) After root cause analysis, method to eliminate cause of complaint would be arrived at and suitable
corrective and preventive measures instituted.

d) If the complaint is against an officer of PQC including CM then it will be investigated by the chairman of
the Impartial Committee.
e) The complaint shall be closed within 60 days of the receiving of the complaint.
PQC will:
a) Verify the promptness and effectiveness of the actions. Taken in respect of the complaint received
ensure its prompt disposal.
b) Ensure that the complainant is advised of the result of the investigation within 60 days of the receipt of
the complaint.
c) All complaints, after redressed & disposal, shall be closed through a closing note / closing call. Where
applicable, certification will be restored as quickly as possible.
d) Ensures that any appropriate correction and corrective action are taken and also suitable preventive
action is taken to avoid recurrence of such cases.
e) Ensure that Effectiveness of the measures adopted are covered during the Management Review
Meeting
f) The entire process to be followed meets the requirement of confidentiality as it relates to the complaint
and to the subject of the complaint. The complaints are recorded in the complaint register.
g) Gather and verify all necessary information to validate the complaint.
h) Ensures that the acknowledgement of receipt of the complaint is sent to the complainant and is
informed about the progress and outcome of the result in writing every month till its closure.
i) Ensures that the decision communicated to the complainant is made reviewed and approved by the
individual(s) not previously involved in the subject of the complaint.
j) Give formal notice of the end of the complaints-handling process to the complainant.
k) Ensures with the client and the complainant to the extent to which complaint may be made publicly
available.
Ensure that the complaint has been closed within the 60 days of the receiving of the complaints. In case
Complainant is not satisfied the decision of the PQC then complainant can make an appeal or can
escalate of the complaint to SASL.