POL-002
Last updated: 26 January 2026
This policy outlines the procedures and principles for handling complaints related to certification activities conducted by our organisation in accordance with ISO/IEC 17021: Conformity assessment, Requirements for bodies providing audit and certification of management systems.
This policy applies to all stakeholders, including clients, applicants, interested parties, and employees, who wish to lodge a complaint regarding our certification services.
Complaints or appeals can be submitted through various channels, including in writing (email, letter), or verbally (phone).
Upon receipt, complaints are acknowledged promptly. They are reviewed to determine validity and scope, ensuring they relate to our certification activities covered under ISO/IEC 17021. A review process is undertaken to ensure there are sufficient grounds for an investigation.
Complaints deemed valid undergo a thorough investigation by competent personnel. This may involve gathering additional information, interviewing relevant parties, and assessing documentation.
Based on the investigation findings, appropriate actions are determined to resolve the complaint effectively and prevent recurrence. This may include corrective actions, improvements to processes, or other remedies as deemed necessary.
We communicate the outcome of the complaint to the complainant in a timely manner, providing explanations and any actions taken.
An appeal is an application for the reversal of a decision. This may be lodged in connection with an audit finding, or on a certification decision such as to grant, suspend or withdraw a certificate.
Appeals on certification decisions are to be lodged with the Managing Director. All appeals should include reasons and supporting information. This will be reviewed by the managing director, and a response (including reasons for the decision) will be provided to the appealing party within 30 days.
Any requests for information are to be directed to info@mscglobal.com.au.
All requests will be assessed by the managing director to determine that there is no breach of confidentiality in providing the information, and that the information is able to be provided to the requesting party.
If the information cannot be provided, the requesting party will be provided a written response outlining the reasons. Responses will be provided to the requesting party within 7 days.
Responsible for overseeing the complaint handling process, ensuring compliance with this policy, and supporting resolution efforts.
Responsible for receiving, documenting, and escalating complaints as per established procedures.
Records of all complaints received, including details of investigations, actions taken, and outcomes are maintained in SharePoint. Documentation is kept confidential and in compliance with applicable data protection regulations.
Workers are made aware of our complaint-handling process during induction.
This complaints policy demonstrates our commitment to responsiveness, fairness, and continuous improvement in handling complaints related to our certification services. By adhering to this policy, we aim to resolve complaints efficiently, enhance stakeholder satisfaction, and maintain the credibility and integrity of our certification processes under ISO/IEC 17021.
Regularly review and update this policy and associated procedures to reflect changes in standards, regulatory requirements, and organisational needs.
For questions or to submit a complaint, appeal, or information request, please contact us.