1. OBJECTIVE
To ensure that appropriate correction and as required corrective actions are taken in response to appeals, complaints and client feedback received by Infotrex Services Private Limited.
2. SCOPE
Applicable to appeals, complaints and client feedback received by Infotrex Services Private Limited from clients, customers of clients, or any other interested parties.
3. RESPONSIBILITY
Technical Manager / SME or nominee is responsible for handling of appeals and complaints till resolution and for any communication to the appellant / complainant.
Technical Manager / SME or nominee is responsible for Understand that client feedback is an ongoing process, not a one-time task. Keep the loop open to ensure continuous improvement.
CEO is responsible for ensuring that all appeals, complaints and client feedback are investigated and resolved properly and to take a decision for taken a corrective action appropriately.
4. DEFINITIONS
Appeal: Request received for reconsideration of any adverse decision of Infotrex Services Private Limited attributable on-site- Inspection/ Audit activities.
Complaint: Dissatisfaction communicated to Infotrex Services Private Limited which may be attributable on-site Inspection/ Audit activities.
Client Feedback: Client Feedback is information provided by customers about their experience with a service. Its purpose is to reveal their level of satisfaction.
5. PROCEDURE
This procedure is accessible to public through web site (www.infotrex.com)
5.1 Appeals
5.1.1 Infotrex Services Private Limited takes responsibility for all its decisions at all levels in the handling of appeals. It is ensured that personnel engaged in the appeals – handling process are different from those who carried out Inspections/ Audits and made the Inspection/ Audit decisions.
5.1.2 Appeals handling process
On receipt of an appeal, Technical Manager / SME evaluates, gathers and
verifies all necessary information to validate the appeal. The appeal is recorded, acknowledged and communicated to the appellant by TM / SME.
5.1.3 Technical Manager / SME carries out investigation of the appeal taking into account results of previous similar appeal.
5.1.4 Technical Manager / SME submits a report indicating the results of Investigation& the actions to be taken as well as the reply to be sent to the client.
5.1.5 The final decision is made by CEO on the basis of the review of report received from Technical manage / Nominee. In case CEO was previously involved in the Inspection / Audit decision related to appeal, the decision is taken by another nominated person who was not previously involved in the specific Inspection / Audit / decision process.
5.1.5 Technical Manager / SME tracks and records the actions taken and the appellant is kept informed by Technical Manager / SME on the progress till the appeal is resolved. At the end of appeal handling process, formal notice is given to the appellant by Technical Manager / SME. (Format ISPL/F/17) If the Client is not satisfied by the replied provided by the ISPL or if unresolved to QCI and if not satisfied then the applicant may appeal to FSSAI.
The time line for the resolution of the appeals will be as under:
- ISPL-15 days after appeal is made
- QCI-15Days after appeal is made
- FSSAI-15 days after appeal is made
5.1.6 Technical Manager / SME would ensure that appropriate correction and corrective actions are identified and implemented where required.
5.1.7 Technical Manager / SME and CEO ensure that submission, investigation and decision on appeals shall not result in any discriminatory actions against the appellants.
5.2 Complaints
5.2.1 On receipt of complaint, Technical Manager / SME evaluates gathers and verifies all necessary information to validate the complaint. In case it is confirmed that the complaint relates to Inspection / Audit activities, Technical Manager / SME shall initiate investigation.
5.2.2 Technical Manager / SME ensures that the persons engaged in complaints handling process are different from those who carried out Inspections and made the Inspection / Audit decisions.
5.2.3 If the complaint is about Inspected clients, it will be communicated to the concerned client at an appropriate time. The complaint is recorded, acknowledged and communicated to the complainant by Technical Manager / SME( Format ISPL/F/17).
5.2.4 Complaints are investigated by Technical Manager / SME for deciding actions to be taken in response to the complaint.
In case the complaint is against the Inspected client, the investigation shall consider the effectiveness of Inspection/ Audit Scheme and any actions required are decided by CEO.
5.2.5 Technical Manager / SME implements the actions decided and track the actions taken till its completion. Technical Manager / SME also ensures that corrections and appropriate corrective actions are implemented and completed where required.
5.2.6 Whenever possible, Technical Manager / SME or nominee, communicates the progress on the actions to the complainant and at the end of complaint closure, formal notice is given to the complainant.
The above activities of complaint handling process are subjected to requirement for confidentiality as it relates to the complainant and to the subject of the complaint.
5.2.7 Technical Manager / SME shall determine, together with client and complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.
Corrective actions as required are dealt with as per procedure ISPL/PRO/CPA/15.
5.3 Client Feedback
Client Feedback rating given by client on Audit Day. (Format no – ISPL/F/13)
Feedback evaluation parameters are based on IB’s activity and communication
with client and Auditor’s Skill and Auditing Procedure.
Evaluation Rating are from 1 to 5 (5- Excellent, 4- Very Good, 3- Good, 2-
Average, 1- Poor) Auditor / Inspector can calculate the Percentage from Client Evaluation Rating.
(More than 80% – Excellent, 61-80% – Good, Less than 60% – Need Improvement)
Technical Manager / SME would ensure that appropriate correction and
corrective actions are identified and implemented required as per Client
Feedback.
6.0 RECORDS & REFERENCES
- Format for Complaint and Appeal – ISPL/F/17
- Format for Client feedback- ISPL/F/13
- Procedure for Inspection/ Audit Report – ISPL/PRO/IR/18
- Procedure for corrective & preventive actions – ISPL/PRO/CPA/15