Defining the actions to be taken in the event of complaints and appeals.
It covers the identification and workflow plan for the resolution of complaints and appeals from customers or other interested parties.
-TS EN ISO/IEC 17020: June 2012
-FR-07-051 Customer Satisfaction Survey Form
-FR-07-052 Customer Complaint Form
-FR-07-053 Customer Information Form
4. PROCEDURE DETAILS:
4.1- COMPLAINTS AND APPEALS:
4.1.1. Global evaluates all technical and/or commercial complaints and appeals coming from the customer in oral and/or written form during and after its activities in accordance with the following stages. Global publishes the stages of “complaints and appeals” on the website for easy access of the customers.
- Receiving a complaint or an appeal: Notices on this subject may come from customers or 3rd parties.
- Relevance to Inspection Activity: It is determined whether the complaint or appeal is related to the inspections performed by Global.
- Evaluation: Factors such as the commercial or technical characteristics of the complaint or appeal, the degree to which they affect the inspections are examined.
- Responsibilities: Regardless of whether the incident is caused by personnel, method or equipment, independent individuals are assigned and the necessary activities are planned. Global is responsible for carrying out the activities deemed necessary.
- Reporting: Planned activities are explained to the customer. Continuous information is given about the operational phases and the results are transmitted to the customer in a report.
5. PROCESS OF COMPLAINTS AND APPEALS:
5.1- PROCESS OF COMPLAINTS:
In case of receiving any complaint regarding the inspection activities, the Quality Manager does record all details such as the location, time and related personnel in the FR-07-052 Customer Complaint Form and inform the Company Manager. The Company Manager makes the necessary appointments for the evaluation of the matter in a manner appropriate to the following steps by non-discriminatory, neutral personnel and / or commission:
5.1.1. Recieving the Complaint: Written and/or verbally received information is processed in the FR-07-052 Customer Complaint Form. If it is an event that may affect the result of the inspection, the information is collected through different channels and the inspection process is stopped if necessary.
5.1.2. Relevance to Inspection Activity: Once the necessary information about the problems underlying the complaint is collected and verified, it is decided whether it is related to the inspection activities. If it is determined that it is not related to the inspection activity, written and/or oral information is given to the customer or the person concerned.
5.1.3. Evaluation: Depending on the type of complaint received, technical complaints are examined by the Technical Responsible and commercial complaints are reviewed by the Company Manager and necessary activities are planned.
5.1.4. Responsibilities: If the complaint is related to the inspection activity, it is decided to initiate corrective action by considering it in all dimensions. Activities to be carried out are planned, personnel to carry out these activities are determined and at each stage of the planned activities, communication is made with the customer.
5.1.5. Reporting: Activities related to technical complaints are reported by the Technical Officer and the activities related to the commercial complaints are reported by the Quality Manager and shared with the customer. Reports prepared as a result of the complaints are discussed and evaluated separately at the meetings or at the Management Review meetings.
5.2- PROCESS OF APPEALS:
In case of any appeals regarding the inspection activities, the problem is recorded by the Quality Manager and notified to the company manager. In order to evaluate the appeal of the inspection, it is necessary to file an appeal within 30 days after the report is sent to the customer. Otherwise, the appeal shall not be taken into consideration. The appeals received during this period shall be evaluated in accordance with the following stages.
5.2.1. Recieving the Complaint: Written and/or verbally received information is processed in the FR-07-052 Customer Complaint Form.
5.2.2. Evaluation: Depending on the type of complaint received, the technical complaint is examined by the Technical Officer and the Commercial Complaint is examined by the Company Manager.
5.2.3. Relevance to Inspection Activity: After collecting and verifying the necessary information about the problems underlying the complaint, it is decided whether it is related to the inspection activities. The customer is given preliminary information within 7 days at the latest about the evaluation of the appeal, the starting date of corrective actions, and the methods to be followed. Inspection conditions, inspection equipment and responsible personnel are identified when the appeal is related to the results of the inspection activities. Necessary investigations are carried out on the scope of inspection, equipment accuracy, personnel competence and so on. The source of the appeal;
i) From the Inspection Equipment: If the error related to the appeal is found to be due to the inspection equipment, the device-equipment is immediately stopped and the correctness of the device-equipment is checked. According to the decision to be taken, the results of the inspections performed with the same equipment are examined retrospectively. The calibration and accuracy of the device or equipment is ensured.
ii) From the Inspection Staff: If the appeal is caused by the Inspection Staff, the work done by the relevant personnel and the other inspection procedures are examined. All necessary information is taken from the inspection staff and the responsible manager. The Company Manager shall meet with management personnel if necessary and evaluate the appeal. The transactions are investigated and decided.
iii) From Inspection Methods: If the methods are harmful enough to damage Global's service commitments, the manager of the company shall meet with the executive personnel, and the decision shall be taken for the methods to be followed and the sanctions to be applied. Corrective action is initiated for all appeals discussed and non-compliance is prevented. The appeal is finalised and the corrective action is closed.
5.2.4. Responsibilities: In the responsibility of the Company Manager, the appeal shall be dealt with and decided by independent individuals or commission from the personnel performing the inspection. At every stage of the process, the rules of confidentiality are respected. Within 7 days from the date of the initiation of corrective actions, the appellant is informed of the work carried out. If possible, the proceedings are repeated under the supervision of the appellant.
Corrective actions shall be completed within a maximum of 15 days. If information or documents from third-party organizations or experts are required or required to be consulted, an additional 15-day period may be requested within 15 days of the date of appeal, provided that the appellant is notified in written form. According to the size of the appeal, the director of the company decides whether to conduct the investigation confidentially or publicly.
If necessary, cooperation with other inspection bodies or official institutions is ensured to appoint an independent expert. Global is responsible for decisions in the process of handling the appeal. The investigation and decision on the appeal shall be concluded in a way not to cause discriminatory attitudes. The results are reported by the Quality Manager, forwarded to the relevant parties and discussed separately at the Management Review meetings.
If the appellant has made any legal application, the necessary activities are initiated and the legal process is followed.
5.2.5. Reporting: Once the planned corrective actions are completed, the client or the related party is informed again about the transactions. The results are reported in written form by the Technical Responsible and discussed separately at the Management Review meetings.
5.3- CUSTOMER SURVEYS (FEEDBACK):
The Quality Manager collects information about the inspections annually to obtain positive or negative feedback from the customers. For this purpose, the FR-07-051 Customer Satisfaction Survey Form is used. The subjects mentioned in the form are asked to be evaluated by the customer. In this evaluation over 5 points, if any issue is given 1 or 2 points, the Quality Manager reports the situation to the Company Manager. If the Company Manager decides that the matter is to be reviewed and evaluated, a joint evaluation is made on the issue by taking the opinions of the relevant personnel. According to the results of this evaluation, a meeting is held or the subject is decided to be discussed in the next Management Review Meeting. Based on the results of the evaluations to be held at the meetings, it is decided to open a corrective action or to remove the issue from the agenda.