Impartiality Process: Ad Form 53
IMPARTIALITY PROCESS

It is the policy of Alpha Certification Services to ensure that all activities relating to the certification of an organisation is conducted in an impartial and confidential manner. 

To ensure this:

  1. All personnel sign an agreement of impartiality and confidentiality to ensure that impartiality is identified and maintained.
  2. If a situation should occur that results in a breach of confidentiality, this is to be highlighted for the attention of management for relevant action to be taken.
  3. No audits are outsourced to another organisation.
  4. All personnel sign an agreement of impartiality and confidentiality to ensure that impartiality is identified and maintained.
  5. Impartiality reviews are conducted to analyse, evaluate, treat and monitor risks on an ongoing basis. This is to determine if it is within an acceptable risk limit.
  6. A risk analysis matrix has been established and in the event of a risk being identified it will be recorded in our non-conformity system and relevant corrective action taken.
Appeal Process: Ad Form 46
APPEAL PROCESS

ACCESS APPEAL FORM

  1. If a client disagrees with any non-conformanities raised and/or the conclusion of the audit they can notify Alpha Certification Services that they would like to appeal either via e-mail (appeal form will be sent to the client for completion and return) or the client can complete the electronic form supplied on the website.
  2. On receiving an appeal, the client is contacted via e-mail to confirm receipt of the appeal and obtain any further information (if required). A reference number is allocated from the Electronic Complaint, Non-Conformance & Appeal Register.
  3. When the completed appeal form is received, an independent committee is set-up (This independent committee will comprise of at least 2 Lead Auditors who have had no dealing with the company).  The relevant Lead Auditor is notified and requested to submit input.  The relevant Lead Auditor is notified and requested to submit input.
  4. A review of the appeal and relevant documentation is conducted, and a decision is made.
  5. Notification is given to both client and Lead Auditor. This notification will include details of corrective action to be taken by Alpha Certification Services, where applicable. Notification will include details of corrective action to be taken, where applicable.
  6. Where applicable, Corrective Action is implemented and verified as effective and the Complaint, Non-Conformance & Appeal Register completed.
  7. Details of any appeals/disputes are reviewed at Management Review meetings for identification of Trends and Possible Improvements.
Complaint Process: Ad Form 48
COMPLAINT PROCESS

 ACCESS COMPLAINT FORM

  1. If a complaint is received, it is passed to the Managing Member.
  2. The corrective action register is updated, completed with as much information as possible.
  3. On receiving a complaint, the client is contacted via e-mail to confirm receipt of the complaint and obtain any further information (if required).  A reference number is allocated from the Electronic Complaint, Non-Conformance & Appeal Register.
  4. The complaint is investigated, and feedback given to client via e-mail.
  5. The client is informed via e-mail to give feedback on the progress of the complaint if not yet resolved.
  6. The complainant will be contacted to verify whether the complaint has been resolved and whether it’s resolution should be made public and if so the extent thereof.
  7. When it is verified the Complaints, non-conformance & appeal register is updated to reflect closure.

     

If you have any further queries or require clarification on any of the above, please do not hesitate to contact us at office@alphacs.co.za