CSZIP 3-1701~1704, No.209 ZhuyuanRd., Suzhou City,Jiangsu Province
1. Scope of application
This procedure is applicable to the appeals, complaints and disputes as well as customer complaints from organizations submitting applications, certified organizations and other parties.
The followings do not belong to the acceptance scope:
1） Appeals, complaints and disputes which have already entered into legal procedure.
2） Appeals, complaints and disputes between applicants and certified clients arising from civil disputes and economic disputes.
3） Appeals, complaints and disputes that beyond MSC’s business scope.
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.
5） Appeals, complaints and disputes that are not conformed to the national laws and regulations.
6） Appeals, complaints and disputes that do not have sufficient evidences.
7） Appeals, complaints and disputes that have already been treated by the department concerned.
8） Appeals, complaints and disputes belonging to the jurisdictional limits of discipline inspection department and supervisory organ.
1） General manager is the approver of significant appeals, complaints and disputes treatment results.
2） Marketing department takes charge of accepting appeals, complaints and disputes from all social circles.
3） ZH dept takes charge of doing the survey, and presenting disposing suggestions, reporting to general manager for examine and approve.
4） Each department will cooperate with the appeals, complaints and disputes surveys.
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.
Personnel dealing with appeals, complaints and disputes are responsible for the confidentiality of the non public information related.
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.
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.
C． The appeal panel should confirm whether to accept the appeal and notice the appellant about the appeal acceptance opinions.
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.
E． The appeal panel should offer the process report to appellant (verbal or written).
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.
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.
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。
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.
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.
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:
a. process of accepting, confirming and investigating complaints, and deciding to take measures to respond to complaints;
b. tracking and recording complaints, including measures taken to respond to complaints;
c. make sure to take any suitable correction and corrective measure.
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.
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.
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。
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.
5） Other description
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.
B． The complainant should not be treated with discrimination，MSC should keep confidential to the declarant and complainant and the relevant complaint affair.
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.
D． The dispose result against appeals, complaints and disputes will be published by unclassified documents or websites after being approved by general manager.
E． Suitable corrective and precautionary measures should be taken against all the appeals, complaints and disputes.
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.
G． After finishing handling appeals, complaints and disputes, ZH dept should file and keep relevant materials according to the ‘Record control procedure’ timely.