Complaints and Appeals Process

Complaints and Appeals Process

A structured, rigorous, and digitally managed system for fair dispute resolution.

Welcome to the official Complaints and Appeals Process page of QMS Nepal. As an accredited Certification Body, we are dedicated to maintaining the highest levels of integrity and transparency. We understand that despite our best efforts, disputes or dissatisfaction may occasionally arise.

Therefore, we have established a robust Complaints and Appeals Process in strict accordance with ISO/IEC 17021-1:2015 (Clauses 9.7 & 9.8). This digital, identity-driven system ensures that every issue is recorded, tracked, and resolved by independent personnel to guarantee a fair outcome for all parties involved.

Table of Contents:

Understanding Our Complaints and Appeals Process

To ensure our Complaints and Appeals Process is effective, it is vital to distinguish between the two types of submissions. This distinction helps us route your concern to the correct independent authority within our organization.

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What is an Appeal?

An appeal is a specific request by a client for QMS Nepal to reconsider a certification decision. This includes decisions to refuse, suspend, withdraw, or reduce the scope of certification. The Complaints and Appeals Process treats appeals with high priority to minimize business disruption.

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What is a Complaint?

A complaint is any expression of dissatisfaction, other than an appeal, submitted to QMS Nepal. This can relate to our internal certification activities or the activities of one of our certified clients. Our Complaints and Appeals Process ensures these are investigated thoroughly.

The Digital Handling Workflow

We utilize a process-driven, digital approach to manage our Complaints and Appeals Process. This ensures auditability, data retention, and scalability.

1. Identity-Driven Submission

The Complaints and Appeals Process begins with a secure submission. We use web-based forms to ensure the identity of the complainant is uniquely tied to the case. This establishes a trust relationship that underpins the entire transaction and prevents anonymous or malicious spam.

Upon receipt, the case is validated and assigned to personnel not involved in the original certification activity. This separation of duties is a core requirement of our Impartiality Policy.

  • For Client Complaints: If the complaint concerns a certified client, we refer the matter to them for their internal investigation while we verify the effectiveness of their management system.
  • Confidentiality: Identity management protocols ensure that the complainant’s details are kept confidential unless legal disclosure is required.

Every step of our Complaints and Appeals Process is logged in our centralized database. From the initial evidence review to the final technical committee decision, all actions are auditable. This allows us to perform internal assurance activities and demonstrate compliance during accreditation audits.

The process concludes with a formal decision, reviewed by an independent panel. We retain all transactional and master data regarding the investigation to conform with our data retention policies. The appellant or complainant is formally notified of the outcome and the closure of the process.

Submit to the Complaints and Appeals Process

Please complete the structured form below. This ensures your submission is instantly logged in our centralized system for immediate scheduling and independent review.

Secure Grievance Submission

Identity-Driven Submission | ISO 17021-1 Compliant

Your data is processed in a scalable, secure environment.

Frequently Asked Questions

How long does the Complaints and Appeals Process take?
We acknowledge all submissions within 5 working days. The investigation timeline depends on the complexity of the issue, but we strive to resolve all cases within 30 days. You will receive regular progress reports throughout the Complaints and Appeals Process.

Is there a fee for filing an appeal?
No. Access to our Complaints and Appeals Process is free of charge. We believe that financial barriers should never prevent a client or stakeholder from seeking a fair resolution or highlighting an issue.

Who makes the final decision?
To ensure fairness, the final decision is made by an independent Appeals Panel or a designated individual who was not involved in the original audit or certification decision. This guarantees the integrity of our Complaints and Appeals Process.