4. REQUIREMENTS OF THE PROCEDURE

•        OBJECTIVE 

              To enable and facilitate to receive, evaluate and make decision on complaint. This process is be subject to requirements for confidentiality; as it relates to the complaint and to the subject of the customer complaint handling

4.2         RESPONSIBILITY

                The key responsibility lies with Director Certifications

•        EXECUTION

• Complaints can be sent to Americo on info@americocert.com

• Upon receipt of the complaint, The Americo confirms whether the complaint relates to certification activities that it is responsible for and, if so, deals with it.

•  if the complainant relates to a certified client, then examination of the complaint considers the effectiveness of the certified management system.

• if the complainant has raised any complaint based on assumptions and without evidence, evidence is demanded from the complainant in order to do the further investigation . Below is process followed once complaint is received.

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• Director Certifications is responsible for receiving the complaints. He receives the complaint from customer through emails, letters, telephonic or in person. 
• Record the complaint into customer complaint register
• Whenever possible The Americo acknowledges the receipt of the complaint within 30 working days of receipt and provides complaint with progress report and the outcome.
• Upon receipt of the complaint, The Americo confirms whether the complaint relates to certification activities that it is responsible for and, if so, deals with it, if the complainant relates to a certified client, then examination of the complaint considers the effectiveness of the certified management system.
• Root cause analysis is done to identify the causes of the Customer complaints.
•  Decide the possible corrective action.
•  Analyse whether the action decided is correct action or any further correction is possible.

• • Take the necessary corrective action
  • Ensure the effectiveness of corrective actions taken.
  • Description of the complaint-handling process is publicly accessible through website www.americocert.com.

• The Review of customer complaint has to be done by the person independent of the activity or area being complaint by the customer to Americo .

• Whenever possible Americo gives formal notice of the end of the Complaint- handling process to the complainant.
• Americo is responsible for gathering and verifying all necessary information to validate the complaints.

The decision to be communicated to the complainant is made by or reviewed and approved by individual(s) not previously involved in the subject of the complaint. The maximum turnaround time for closure of complaint is 90 working days.

The Americo determines together with the client and the complainant whether and if so to what extent, the subject of the complainant and its resolution is made public.

• RECORDS