This process covers Complaints received by SISTEMA CERTS clients
or SISTEMA CERTS or against SISTEMA CERTS’s staff related to its working and
An applicant, a certified company or
any interested party may appeal against a decision of SISTEMA CERTS. Written
Complaints raised by our Organization regarding dissatisfaction of our Audit
Team/ assessment output is categorized as Appeal. This Procedure is also publicly available on SISTEMA CERTS website.
also be made in writing to our office. When any appeal is received by SISTEMA
CERTS, The issue is recorded in SISTEMA_F-015 Appeal Record Register Appeal
Record Register within 8 hours by the MD. Acknowledgement of the receipt
of Appeal is forwarded to the appellant within 2 working days, promising
appropriate action will be taken within one month. The information about the
receipt of the appeal is forwarded to the chairman of the impartiality committee.
Record of all appeal is maintained for 3 years SISTEMA CERTS. Appeal related
papers are also retained in the concerned client file.
Audit and certification related activities and decisions are performed
by competent personnel/auditors. The MD is not involved in technical process
(Audit and certification related process) therefore whenever any appeal against
audit and certification decision is made by the client it is directly looked
after by the MD without any discrimination.
All the appeal that
previously come to us is maintained and also MD compare if there is any
similarity in current appeal with previous one & looks all the Correction
and Corrective action of the last one. On receipt of such an appeal, the
Managing Director, shall investigate the issue personally and shall take
appropriate action which may include re-audit by another audit team. If the
appellant is not satisfied or the appeal is not resolved within one month, the
issue is forwarded to the chairman of the impartial committee for further
The Chairman takes appropriate action to investigate and resolve the
issue. The decision by the chairman is taken in consultation with other members
of the impartiality committee. The committee may pass appropriate action to the
If the impartiality committee is not satisfied with the action taken by
the MD the committee may highlight the issue before the appropriate regulatory
The MD/ the Impartiality Committee also
ensure that the persons engaged in the appeals-handling process are different
from those who were involved in the activities which cause the genesis of the
The impartiality committee shall try to
resolve the issue within 2 months.
Update to Appellant: The appellant is kept updated with progress in
appeal handling process. All appeals are resolved or closed within 3 months of
registration. The decision of the impartiality committee is final and further
appeal is not entertained. A formal appeal closure report is sent to the
appellant stating all the actions taken, and final decision of the appeal
Appeal summary and decision of the Managing Director/Impartiality
Committee is properly recorded in the concerned Client’s file.