Appeals
Is defined as a request by a DQS client for reconsideration of a certification decision.
Decisions on appeals are made by a separate impartial technical reviewer (preferably by the respective program manager), not involved in the conduction of the audit and the initial decision. Before decision making, responsible management of the accredited DQS entity shall be consulted. The appeals process shall not impact the timings related to nonconformity management or the certificate decertification process. The submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellant.
Other objections against auditors’ evaluations (e.g. against nonconformities raised) will not be handled and reported as an appeal but as complaints
The appeals-handling process includes the following steps:
- Receiving of appeal, including gathering and verifying of all necessary information and audit records to validate the former certificate decision.
- Notification to the respective quality representative and program managers of the accredited office and to the DQS Holding (see quarterly KPI reporting).
- The receipt shall be acknowledged to the appellant immediately and the appellant will be provided with progress reports in a suitable manner.
- Assignment of competent technical reviewer(s).
- Validating under support of the program manager.
- Independent certificate decision according to DQS certification process (see CD04) and formal notice to the appellant. Ensuring that any appropriate correction and corrective action are taken
- Tracking and recording appeals, including actions undertaken and corrective action are taken, if applicable.