Manah Al Arabia ACC Company pursues a clear policy in achieving customer satisfaction and responding to complaints it receives from its customers regarding its certification activities for administrative quality systems.
The company is committed to responding to these complaints with high professionalism and impartiality in accordance with the requirements of the international standard ISO17021 as follows
Receipt of customer complaints
The head of the customer service department is responsible for receiving and receiving complaints from the company’s customers
The Sample Receiving Officer shall write a complaint form No. (CRT-F-09-07-0103) containing all the information related to the complaint
The company is responsible for all decisions at all levels of complaints handling
Submission, investigation and determination of complaints shall not lead to any discriminatory action being taken against the complainant.
Ways to receive customer complaints are through:
The complaint was received directly from the customer – through the customer’s presence in the company.
Receive the complaint by phone.
Receive the complaint by email.
Send a verbal or written complaint to the company’s senior management.
The complaint receipt form includes the complainant’s data, the date and number of the complaint and the nature of the complaint.
The method of receiving, handling and verifying customer complaints included in this procedure is available to interested parties (management customers and their representatives – representatives of regulatory authorities -……..) upon request.
The head of the Customer Service Department shall forward the complaint request to the Quality Department Director to take the necessary action and notify the complainant of receipt of the complaint request by e-mail.
On receipt of the complaint, the Quality Manager checks whether the complaint relates to grant activities for which it is responsible and, if so, the company deals with it.
If the complaint relates to a client with a grant certificate, then the complaint will be considered for the effectiveness of the management system.
The company has a documented process for receiving complaints, evaluating and making decisions about them. This process is subject to confidentiality requirements as it relates to the complainant and the subject of the complaint. The company determines with the customer and the complainant if the complaint and the results of its treatment will be presented to the public (when needed)
In case of verification that the subject of the complaint is not related to the company’s certification activities, the quality manager saves the complaint.
The complaints handling process includes at least the following elements and methods:
Outlines the process for receiving, verifying, investigating, and deciding on a complaint.
Complaints are documented and recorded in the Complaint Verification Follow-up Form No. (CRT-F-09-07-0104), including the actions taken
The quality manager transfers the customer’s complaint request to the Integrity and Impartiality Committee, which investigates the submitted complaint, and the final decision is included in the complaint request form, whether accepting or rejecting the complaint
Once a decision is reached regarding the complaint, the Head of Customer Service shall notify the complainant of the company’s decision using the memorandum of response to the appeal, complaint No. (CRT-F-09-07-0102).
Appeals
The Company has prepared a procedure that includes documented processes for receiving and evaluating appeals and appeals from the client on the results of the management systems certification activities.
The Integrity and Impartiality Committee has been formed, whose responsibilities are to receive complaints, appeals and appeals
Submission, investigation, and adjudication of appeal shall not lead to any discriminatory action being taken against the appellant.
The appeal processing process includes at least the following elements and methods:
Outlines the process for receiving, verifying, and investigating an appeal, and for determining what action needs to be taken in response, taking into account the outcome of previous similar appeals.
Track and record grievances, including actions taken to resolve them.
Ensure that any appropriate correction and corrective action have been implemented.
In receiving the appeal, the Company is responsible for collecting and verifying all information necessary to substantiate the appeal.
As soon as the head of customer service receives the appeal from the customer, he writes an appeal request No. (CRT-F-09-07-0101) containing all the information about the requested appeal.
The head of the Customer Service Department shall forward the appeal request to the Quality Department Director to take the necessary action and notify the appellant of the receipt of the appeal request by e-mail.
The president of the company will form a temporary committee different from the committee that made the grant decisions related to the appealing client, and this committee will investigate the outcome of the appeal submitted, and the final decision will be included in the appeal application form, whether the appeal is accepted or rejected.
Once a decision is reached regarding the appeal, the Head of Customer Service shall inform the appellant of the company’s decision using the memorandum of response to the appeal, and Complaint No. (CRT-F-09-07-0102).
