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  • 客服热线:0512-62932195

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    公司地址

    江苏省苏州市高新区竹园路209号创业园3栋1701-1704

    CSZIP 3-1701~1704, No.209 ZhuyuanRd., Suzhou City,Jiangsu Province

    Tel:0512-62932195,0512-62932185

    E-Mail:msc@microstandard.cn

    乐虎国际平台_乐虎国际e68_乐虎国际lehu805

    乐虎国际平台_乐虎国际e68_乐虎国际lehu805

    MSC received,handling complaints, regulation of appeals and disputes

    1. Scope of application

     适用范围

    This procedure is applicable to the appeals, complaints and disputes as well as customer complaints from organizations submitting applications, certified organizations and other parties.

    适用于向公司申请乐虎国际平台、已获得公司乐虎国际平台的组织及其他各方对公司的申诉、投诉和争议以及客户抱怨。

    The followings do not belong to the acceptance scope:

    下列情况不属于受理范围:

    1) Appeals, complaints and disputes which have already entered into legal procedure.

    已进入法律程序的申诉、投诉、争议。

    2) Appeals, complaints and disputes between applicants and certified clients arising from civil disputes and economic disputes.

    申请人和获证方因民事、经济纠纷引发的申诉、投诉、争议。

    3) Appeals, complaints and disputes that beyond MSC’s business scope.

    超出公司业务范围的申诉、投诉、争议。

    4) The contending parties have reached reconciliation agreements and have already been executed, and have no appeals, complaints and disputes arising from new situations and new reasons.

    争议双方达成调解协议并已执行,并且没有新情况、新理由的申诉、投诉、争议。

    5) Appeals, complaints and disputes that are not conformed to the national laws and regulations.

    不符合国家法律、法规的申诉、投诉、争议。

    6) Appeals, complaints and disputes that do not have sufficient evidences.

    证据不全的申诉、投诉、争议。

    7) Appeals, complaints and disputes that have already been treated by the department concerned.

    经过有关部门处理过的申诉、投诉、争议。

    8) Appeals, complaints and disputes belonging to the jurisdictional limits of discipline inspection department and supervisory organ.

    属于纪检部门、监察机关管辖范围的申诉、投诉、争议。

     

    2. Responsibilities

    职责

    1) General manager is the approver of significant appeals, complaints and disputes treatment results.

    总经理是重大申诉、投诉、争议处理结果的批准人。

    2) Marketing department takes charge of accepting appeals, complaints and disputes from all social circles.

    营销中心负责受理来自各界的争议、投诉和申诉.

    3) ZH dept takes charge of doing the survey, and presenting disposing suggestions, reporting to general manager for examine and approve.

    综合部负责组织调查,提出处理建议,报总经理审批。

    4) Each department will cooperate with the appeals, complaints and disputes surveys. 

    各部门负责配合调查申诉、投诉、争议。

    3. Requirement

    要求

    1)Principles

    原则

    In order to reflect the impartiality, relevant personnel who have engaged in original certification audit and certification decisions should not engage in the treatment process on appeals, complaints and disputes.

    为体现公正性,参与原乐虎国际平台审核及乐虎国际平台决定的相关人员不应参与申诉、投诉和争议的处理过程。

    Personnel dealing with appeals, complaints and disputes are responsible for the confidentiality of the non public information related.

    处理申诉、投诉、争议的工作人员对所涉及到的有关非公开信息负有保密责任。

    When handling appeals, complaints and disputes, the personnel should based on facts, keep objective and fair, and should never behave discriminately against appealers and complainants.   

    工作人员处理申诉、投诉和争议须以事实为依据,保持客观公正,不应有针对申、投诉人提出任何歧视行为。

     

    2) Appeal

     申诉

    A. The appellants shall submit appeals to MSC within 10days after receiving the notice of not accepting applicants or certification decision, appeals should be submitted to marketing department in written ‘Records of appeals, complaints and disputes’ with signatures and stamps of appellants.

    申诉人在接到公司的不受理申请通知或乐虎国际平台决定通知书后 10 个工作日内向公司提出申诉,申诉应有申诉人的签字、盖章,并以《申诉、投诉与争议记录》书面形式提交营销中心。

    B. ZH dept should report to general manager immediately after receiving appealing documents, and the general manager will authorize to constitute appeal panel.

     综合部收到申诉文件后,立即向总经理报告,总经理授权组成申诉处理小组。

    C. The appeal panel should confirm whether to accept the appeal and notice the appellant about the appeal acceptance opinions.

    申诉处理小组应及时确认是否接受申诉,并告知申诉人申诉受理意见。

    D. The appeal panel should do the study and research according to the appeal content, and processing group has right to take all kinds of measures to obtain evidences, and work out survey result suggestion on the basis of research.

    申诉处理小组根据申诉内容进行研究或调查,处理小组有权采取各种措施取证,在基于调查取证基础上拟订调查结果意见。

    E. The appeal panel should offer the process report to appellant (verbal or written).

    申诉处理小组应向申诉人提供申诉处理进展报告(口头或书面的方式)。

    F.  ZH dept should track and record appeal process, including the measures taken to solve appeals; examine the appeal treatment decision makers to ensure that they are independent from the appeal, and report to general manager for approval. ZH dept is responsible for noticing the appellant about the situation of appeal treatment decision makers.

    综合部应跟踪和记录申诉过程,包括为解决申诉而采取的措施;对申诉处理决定人员进行审查,确保与申诉事项无关,并报经总经理批准。综合部负责将申诉处理决定人员的情况告知申诉人。

    G. Appeal treatment decision makers shall come up with the treatment decision according to the survey result suggestions presented by appeal disposing team, and refer to the treatment results in the past, reporting to general manager for approval. When applicable, validity assessment shall be conducted against the corrective measures and actions. ZH dept should provide written decisions on appeals to appellant timely.

    申诉处理决定人员应根据申诉处理小组的调查结果意见,并参考以往类似申诉处理结果,形成申诉处理决定并报总经理批准。适用时应对申诉过程采取的纠正和纠正措施进行有效性评价。综合部及时向申诉人提供书面的申诉处理决定。

    H. Appeal dispose should be finished in 6 months after being accepted.

    申诉应在受理后 6 个月内处理完毕。

    I. If the appellant is not satisfied with the result, he can present appeals again to MSC or higher authority departments within 10 days after receiving the results.

    如申诉人对处理结果不满,可在接到申诉处理结果的 10 个工作日内向公司或公司的上级主管部门再次提出申诉。

     

    3) Complaint

     投诉

    A. Complaints should be submitted to marketing department in written ‘Records of appeals, complaints and disputes’. Complainant should provide details of the complaint, and necessary evidentiary materials with signature or stamp. To those anonymous complaints or complaints having nothing to do with MSC’s certification activities shall not be accpeted, but MSC will treat it as the reference to working improvement, and carry out necessary survey, record, and take corrective and precautionary measures in due course.                              

    投诉应以/《申诉、投诉与争议记录》提交营销中心。投诉人应提供所投诉事件的细节情况、必要的证明材料并签名或盖章。对于匿名投诉、与公司负责的乐虎国际平台活动无关的投诉等可不予受理,但公司可将其作为工作改进的参考,进行必要的调查、记录并在适当时采取纠正、预防措施。

    B. To signed complaints, ZH dept shall learn all the information associated with the complaint matter(including the tendentiousness elements existed in MSC management system)sufficiently, and confirm whether the complaint is within the complaint acceptance scope (such as whether it is associated with certification activities charged by MSC), only when it is associated can it be accepted. If the complaint is related to certified client, ZH dept should consider the validity of the management system of certified client when inspecting complaints. Marketing department should also notice the certified client about the complaint against it in proper time.

    对于署名投诉,综合部将充分了解投诉事件所涉及的全部信息(包括公司管理体系中存在的倾向性因素),确认投诉是否属于投诉受理范围(如是否与公司负责的乐虎国际平台活动有关),若有关才予以受理。如果投诉与获证客户有关,综合部在调查投诉时应考虑获证客户管理体系的有效性。对于针对获证客户的投诉,营销中心还应在适当的时间将投诉告知该客户。

    C. Marketing department should collect and verify all the information (all kinds of evidences), required by situation  and carry out field investigation to get evidence. The matters related to complainant and complaint should be meet confidential requirements. The complaint treatment process should include the following methods:

    综合部要及时收集与核实情况所需的一切信息(各类证据),必要时进行现场调查取证。对于处理投诉时涉及投诉人和投诉事项的方面应满足保密要求。投诉处理过程应包括以下方法:

    a. process of accepting, confirming and investigating complaints, and deciding to take measures to respond to complaints;

    受理、确认和调查投诉的过程,以及决定采取何种措施以回应投诉的过程;

    b. tracking and recording complaints, including measures taken to respond to complaints;

    跟踪和记录投诉,包括为回应投诉而采取的措施;

    c. make sure to take any suitable correction and corrective measure.

    确保采取任何适当的纠正和纠正措施。

    D. If the complainant is not satisfied with the dispose result, he has the right to present further appeals again to MSC or higher authority departments within 10 days after receiving the result.

    投诉人对投诉处理结果不满时,有权在接到处理决定的 10 个工作日内向公司或公司的上级主管部门进一步提出申诉。

    E. To the complaints against certified client, ZH dept should notice the certified client about the verified essential information according to the acceptance responsibility, and ask the certified client to illustrate the relevant situation, to analyze reasons, and take essential corrective and precautionary measures, and the situation of improvement.

    针对获证组织的投诉,综合部按照受理责任,将调查核实投诉的必要信息(除负有保密责任的信息之外)告知该获证组织,要求其书面说明相关的情况、以及分析原因、采取必要纠正/预防措施、实施改进的情况。 

    F. The treatment and investigation of complaints should be carried out by personnel independent from the affairs, marketing department summarizes and composes complaint handling suggestions, after being approved by general manager, written complaint handling progress report and handling conclusion should be offered to complainant formally. When necessary, ZH dept will solicit opinions from complainant and client to confirm whether to disclose the complaint matters, the disclose manners and degree.

    投诉的受理、调查处理应由与投诉事项无关的人员实施,综合部汇总并形成投诉处理建议,经总经理批准后,应正式向投诉人提供书面投诉处理进展报告及处理结论。必要时,征求投诉人及客户的意见,确定是否应将投诉事项予以公开,及公开的方式和程度。

    G. Appeal disposal should be finished within 2 months after being accepted. 

    投诉应在受理后 2 个月内处理完毕。

     

    4) Dispute

    争议

    A. Dispute presented in certification process, will be handled after negotiating by auditing group leader and client to be certified according to regulations like standards, manuals, procedures and certification schemes. If they cannot reach an agreement after negotiating, auditing team leader may make relevant conclusion, but he needs to submit the disputes situation to auditing department as well as audit materials. The client to be certified can also present written disputes to ZH dept directly in 10 days after the dispute appeared. Other disputes should be submitted to ZH dept for treatment in 10 days in written form after the matters that relate to disputes happened.

    在乐虎国际平台过程中提出的争议,一般由审核组长与受审核方按照标准、手册、程序及乐虎国际平台方案等规定协商处理。经协商仍不能取得一致意见的,审核组长可做出相关结论,但需要将争议情况连同审核材料一并提交公司审核部。受审核方也可在争议发生后的 10 个工作日内直接向综合部提出书面争议。其它争议应在争议所涉及事件发生后的 10 个工作日内以书面形式提交综合部处理。

    B. After receiving disputes, ZH dept should investigate and study without delay, and notice the dispute presenter about the study result in 30 days after receiving the dispute.

    综合部收到争议后要及时调查、研究,并将研究结果在收到争议后的 30 个工作日内通知争议提出人。

    C. If the disputing party is not satisfied with the disposing result, he can also present complaint to MSC in written form formally.

    如争议方不满意处理结果,也可向公司正式提出书面投诉。

     

    5) Other description

    其他说明

    A. After receiving appeals, complaints and disputes, ZH dept will analyze to confirm whether this is existed, and notice the presenter whether to accept or to explain the reasons why not accept within 3 workdays.

    接到申诉、投诉与争议后,综合部将分析确认是否成立,3 个工作日内通知提出人是否受理或说明不受理的原因。

    B. The complainant should not be treated with discrimination,MSC should keep confidential to the declarant and complainant and the relevant complaint affair.

    不能歧视申诉投诉人,MSC对申诉投诉人和有关投诉事项予以保密。

    C. Participant of The entire process of the acceptance, investigation、settling and decision of appeal and compliant should be personnel who have no relationship with appeal and compliant affairs.

    申诉投诉的受理调查和处理、决定全过程的参与人员由有与申诉投诉事项无关的人员做出。

    D. The dispose result against appeals, complaints and disputes will be published by unclassified documents or websites after being approved by general manager.

    MSC对申诉、投诉和争议的处理结果经批准后,通过公开文件、公开网站等方式予以公布。

    E. Suitable corrective and precautionary measures should be taken against all the appeals, complaints and disputes.

    对所有申诉、投诉/抱怨及争议,应采取适当的纠正和预防措施。

    F. ZH dept should submit the situation of appeals, complaints and disputes to management review after summarizing and analyzing every year, and notice the Impartiality maintaining committee regularly.

    每年综合部应将申诉、投诉与争议情况汇总分析后提交管理评审,并定期向维护公正性委员会通报。

    G. After finishing handling appeals, complaints and disputes, ZH dept should file and keep relevant materials according to the ‘Record control procedure’ timely. 

    申诉、投诉、争议处理完毕后,综合部应及时将相关资料,按《记录控制程序》规定归档保存。

     


        

    【乐虎国际平台_乐虎国际e68_乐虎国际lehu805】

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