QE Services International (QESI)

Appeal & Complaint Policy

Purpose

QE Services International (QESI) ensures that all appeals and complaints are handled in a fair, transparent, impartial, and timely manner in accordance with ISO/IEC 17021-1 and the requirements of relevant accreditation bodies.

1. Policy Statement

QESI is committed to maintaining trust, integrity, and impartiality in all its certification activities. We believe that the right to appeal or complain is an essential part of maintaining confidence in our certification services. Therefore, we provide an open and accessible process for all clients and interested parties to raise their concerns without any fear of discrimination or retaliation.

2. Scope

This policy applies to:

• Appeals: When a client disagrees with a certification decision made by QESI (for example, suspension, withdrawal, or refusal of certification).
• Complaints: When a client, certified organization, or any interested party expresses dissatisfaction with QESI’s services, personnel, or behavior of a certified client.

3. Principles

• All appeals and complaints are handled objectively, fairly, and confidentially.
• No personnel directly involved in the subject of the appeal or complaint participate in its resolution.
• All parties are kept informed of the receipt, progress, and outcome of their appeal or complaint.
• The process is accessible, transparent, non-discriminatory, and impartial.
• Corrective and preventive actions are implemented when necessary to prevent recurrence.

4. Handling Process

A. Appeals

1. The appellant submits the appeal in writing to QESI within a defined period after receiving the certification decision.
2. The appeal is acknowledged and recorded by the management.
3. An independent appeal panel reviews the case to ensure impartiality.
4. The final decision on the appeal is made and communicated in writing to the appellant.

B. Complaints

1. Complaints may be submitted verbally or in writing to QESI.
2. QESI acknowledges the complaint and records it in the complaint register.
3. An investigation is conducted by personnel not involved in the issue.
4. Corrective or preventive actions are taken if required.
5. The complainant is informed about the outcome in a professional and timely manner.

5. Confidentiality and Records

All information related to appeals and complaints is treated as confidential and stored securely. Records are maintained as per QESI’s document control procedure.

6. Continual Improvement

QESI regularly reviews all appeals and complaints to identify trends and implement improvements in its management system to ensure the highest level of service quality, impartiality, and client satisfaction.