Complaints
As a customer-oriented company, it is our goal to continually provide the best possible service. It is therefore important for us to know how we are perceived by our customers and prospects. We therefore look forward to your feedback, even if your expectations were not met. We will contact you immediately and try to find a solution.
Receiving of appeal, including gathering and verifying of all necessary information and audit records to validate the former certificate decision.
Notification to the respective quality representative and program managers of the accredited office and to the DQS Holding (see quarterly KPI reporting).
The receipt shall be acknowledged to the appellant immediately and the appellant will be provided with progress reports in a suitable manner.
Assignment of competent technical reviewer(s).
Validating under support of the program manager.
Independent certificate decision according to DQS certification process (see CD04) and formal notice to the appellant. Ensuring that any appropriate correction and corrective action are taken
Tracking and recording appeals, including actions undertaken and corrective action are taken, if applicable.