The purpose of this procedure is to obtain complaints and appeals and determining the methods andresponsibilities for the evaluation and decision making.
2. DEFINITIONS
Complaint: A person or organization expresses dissatisfaction with IFC GLOBAL concerning its activities, with theexpectation of an answer.
Appeal: Request for reconsideration of the decision of the client organizations from IFC GLOBAL.
3. RELEVANT DOCUMENTS AND REFERENCES
FR.07 Complaint and Appeal Form
4. RESPONSIBILITIES AND IMPLEMENTATION
General
Complaints and appeals may be made in writing or verbally.
IFC GLOBAL is responsible for resolving complaints and appeals, and for making decisions at all levels of the evaluation and decision-making process.
Complaints and appeals are recorded by the person receiving them in the Complaint and Appeal Form andsubmitted to the Management Representative.
It is confirmed by the Management Representative that the complaint and appeal are related to the conformityassessment services provided.
If it is determined that the complaint and appeal are related to the provided conformity assessment services,the Management Representative shall review the complaint within a maximum of seven (7) business days.
If the complaint and appeal are about the people conducting the procedure, the complaint shall be followed upand concluded by other personnel assigned, which is guaranteed to be not working in the procedure in which the complaint was received.
4.2. Complaints
The complaints received and verified may be about the applications of IFC GLOBAL or the clients which the conformity assessment has been provided for.
If the complaint is about the client provided with the conformity assessment services, the complaint shall besubmitted to the client by the Management Representative.
The client is required to provide written information about actions taken or will be taken about thecomplaints made within a maximum of seven (7) business days.
Document Code
Release Date
Revision No
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PR.06
20.12.2016
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IFC Global Sertifikasyon Muayene ve Eğitim Hizmetleri Anonim Şirketi
COMPLAINT AND APPEAL PROCEDURE
Information received is reviewed by the Management Representative. Based on the complaint, the client organization may be visited and it can be checked whether the records about the complaint are kept regularly.
The complaints received and verified are submitted to the Complaints and Appeal Committee forevaluation.
4.3. Appeals
It is a principle of IFC-GLOBAL to receive, evaluate and make decisions on appeals and not to practice anything discriminatory against the appealers.
Appeals may be made in writing or verbally about the conformity assessment services; conformity assessmentreports, conformity assessment staff, the content of conformity assessment, etc. by the relevant clients.
Appeals received and verified are submitted to the Complaints and Appeals Committee for evaluation.
4.4. Assessment of Complaints and Appeals
The Complaints and Appeals Committee meets for every verified complaint and appeal received by IFCGLOBAL.
Complaints and appeals shall be assessed by the Complaints and Appeal Committee within fifteen (15) businessdays maximum and shall be binding.
The Complaints and Appeals Committee shall validate and investigate the relevant complaints and appeals. For this purpose, the complaints and appeals are assessed by the Complaints and Appeals Committee and the decision is taken on the action to be taken.
Decisions of The Complaints and Appeals Committee shall be taken by a vote of unity.
The decision of The Complaints and Appeals Committee is final.
4.5. Corrective Actions
In accordance with the evaluation results of the complaints and appeals, the corrective/preventive actionsrecommended/determined as necessary are taken.
The follow-up to all corrective or preventive actions is conducted by the Management Representative.
4.6. Informing Relevant Parties
If possible, IFC-GLOBAL notifies the complainant or appealer in writing that the appeal/complaint has been received, informs the party about the progress and the result one (1) month after the complaint/appeal date at the latest.
All appeals and complaints received by IFC GLOBAL are strictly confidential and shall not be disclosed tothird parties in any case.
Document Code
Release Date
Revision No
Revision Date
Page
PR.06
20.12.2016
0
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2/3
IFC Global Sertifikasyon Muayene ve Eğitim Hizmetleri Anonim Şirketi
COMPLAINT AND APPEAL PROCEDURE
If necessary, IFC GLOBAL defines with the client and the complainant whether the complaint and its resolutionshall be made available to the public and, if so, in which context this shall be made available.
