1 Appeal
1.1 Lodge of appeal
The organization of applying for/accepting certification shall lodge the appeal to our company within 10 days after receiving our company’s decision or actions. The appeal party shall submit a written application and explain the reasons for disagreeing with the disposal suggestions of our company, and submit relevant evidence as far as possible. The appeal shall be submitted in written and with the signature and seal of manager of appeal party to the Management department of our company.
1.2 Investigation and disposition of appeal
1.2.1
Company’s Management department shall immediately report it to general manager and management representative after receiving the appeal, and constitute the appeal handling group.
1.2.2
The appeal handling group shall responsible for investigation, evidence and verification to the appeal. Methods of investigation include holding a hearing, listening to the presentation of sides, on-site investigation and consulting written documentation.
1.2.3
If the hearing need to be held, the appeal handling group shall notify appeal party and relevant parties of the meeting’s time and address before 10 days of the hearing. Both parties have the right to provide the names and addresses of the relevant witnesses no later than 5 days before the hearing。
1.2.4
The appeal handling group shall make the valid judgments and provide the written handling suggestions after investigation, and submit it to the Management department for audit and is approved by management representative.
1.2.5
Management department shall timely notify the final handling suggestions in written to appeal party and its management department.
1.2.6
When the appeal party satisfies the final handling suggestions, the Management department of our company shall responsible for surveillance and implementation.
1.2.7
When complaining parties don’t satisfy the response from HIC,they shall lodge appeal or complain to national l certification supervision department. complaining parties can not appeal decisions to national l certification supervision department.
2 Complaint
2.1 Lodge of complaint
Complaints shall be proposed in written to Management department for involved incidents of this complaint (within a month after the incident), the complainant shall provide the incident details and evidence with signature. Generally, our company shall not accept the anonymous complaints.
2.2 The investigation and disposition of complaints
2.2.1
After receiving the complaint, the Management department shall organize relevant departments and personnel according to the complaint to carry out the investigation andevidence acquisition for this complaint. The major complaint shall be immediately reported to general manager and management representative.
2.2.2
If the complaint aims to the organization which has been certified by our company, it shall contact with the organization and require it to make written explanation for the problems of this complaint, and submit the relevant evidence. If necessary, our company shall conduct on-site investigation. It shall also consider the effectiveness of customer’s management systems on the process of investigation, such as requiring customer to take appropriate corrections and corrective actions. If the management system of client does not be implemented effectively, it shall be involved in the certification reducing, suspension or withdrawal for management system.
2.2.3
If the problem of complaint is the responsibility of our company, the investigation and verification on the complaint shall be carried out by our company, and the on-site investigation shall be conducted if necessary.
2.2.4
The investigators shall make handling suggestions according to investigation results, and it is assessed by Management department to audit and is approved by management representative.
2.2.5
The Management department shall communicate the final handling suggestions to the complainant.
2.2.6
When the complainant satisfies the final handling suggestions, the Management department of our company shall responsible for surveillance and implementation. If the complaint aims to the organization which has been certified by our company, it shall require this organization to take corrective and preventive actions for relevant contents and report it to Management department. The Management department (if necessary, with Technical Committee together) shall confirm the feasibility of submitted corrective and preventive actions. If necessary, our company will make the on-site verification the effectiveness of corrective and preventive actions.
2.2.7
When complaining parties don’t satisfy the response from HIC, they shall lodge appeal to our company or lodge appeal or complaint to national l certification supervision department. They are entitled to complain about HIC’s actions / decisions to complaint to national.
3 Records and confidentiality
3.1
The Management department shall remain all records about the appeals and complaints as well as the remedy action of certification.
3.2
The workers who handle the appeals and complaints shall be responsible for confidentiality to the non--public information.
4.Payment
4.1
It was confirmed by investigation that the fees caused by appeal, compliant and dispute shall be paid by litigant or its agent when the reasons of the appeals and complaints are insufficient.
4.2
When it was confirmed through investigation that the reason of the appeals and complaints come into existence and the responsibility shall be assumed by respondent, the fees caused by appeals and complaints shall be paid by respondent.
4.3
When it was confirmed through investigation that the litigant and respondent shall be
responsible for the appeals and complaints at the same time, the relevant fees shall be paid by negotiation between both sides.
