The complaints or appeals processes provided by PSV are carried out in accordance to the policies and procedures established by PSV based on the requirements of the various accreditation standards. The complaints or appeals process is as follows:
Received Claim of Dissatisfaction/Amendment of Scope Certification
A claim of dissatisfaction can be sent to PSV by telephone, email, letter, or facsimile, or via the Client Feedback Form on fill-up 'Make an enquiry' under the PSV's Website.
Review Claim of Dissatisdaction
Appliaction Reviewer (AR) will review the claim is substantiated and is satisfied that all attempts have been made to resolve the issue at the appropriate level. Once identified as complaint or appeals,AR will register the complaint and appeals before submitting to Appeal Panel for futher action.
Investigation of Compaints or Appeals
Appeal Panel shall investigate and make recommendations to Certification Panel and approved by Managing Director of PSV on all issues relevant to PSV. In resolving all the issues, the Appeal Panel shall consider both immediate and long-term actions required by all parties concerned. It's must consistent with PSV's policy on confidentiality.
Action Taken for Complaint or Appeals
The Certification Panel / Appeal Panel will ensure the complainee to respond to PSV and giving comments of the complaint or appeals and detailing on actions the organisation proposes or has been taken to investigate and resolve the matters. Once the Appeal Panel is satisfied that the matter has resolved, the Appeal Panel will ensure the complainant is advised on the outcome.
Special Audit (if any)
It may be necessary for PSV to conduct audits of certified clients at short notice to investigate complaints, or in response to changes, or as follow up on suspended clients.
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