上海英格尔认证有限公司.docVIP

上海英格尔认证有限公司 ICAS 申诉、投诉、争议处理程序 Settling Procedure of Appeal, Complaint and Dispute 编 制 Compiling 审 核 Audit 批 准 Approval 发布日期 Issuing Date 版 本 Edition 编制小组 Compiling Group 评审组 Review Group 杨宏奇 Orwin Yang 2007年月日 A Edition 修 订 说 明 Revise Explanation 修订页数 Pages Revised 修订日期 Revise Date 批 准 Approval 1.0 目的 Objective 为保证英格尔认证工作的公正性，维护申请人和已获得英格尔认证的客户利益，制订本程序。 In order to guarantee the impartiality of certification works of ICAS and safeguard the interests of applicant and the clients who have obtained the certification of ICAS, this Procedure is hereby compiled. 2.0 范围 Scope 本程序适用于与英格尔认证服务有关的被认证方、及相关的组织、个人或任何相关方。 This procedure is applied to the party subjecting to certification, related organization, individual or any related parties in connection with the certification service provided by ICAS. 3.0 职责 Responsibility 3.1 注册部负责接受来自客户或相关方提出的争议、投诉和申诉并上报总经理。 The Registration Department is responsible for receiving the disputes, complaint and appeal raised by client or related party and report to General Manager. 3.2 管理委员会指定管理者代表或与投诉、申诉没有利益关系的人员或申投诉委员会对投诉和申诉进行处理。 The management representative appointed by Management Committee or the person or working group who has no interest relationship with the complaint and appeal will conduct the settlement to the complaint and appeal. 3.3 管理者代表负责针对投诉采取必要的纠正措施,并确保其有效实施。 The management representative is responsible for adopting the necessary corrective measure to deal with the complaint and ensure the effective implementation of the measure. 3.4 审核经理负责有关审核的非现场的争议的处理。 The audit manager is responsible for settling the non-on-site dispute relating to audit. 3.5 注册经理负责有关认证决定的争议的处理。 The registration manager is responsible for settling the dispute relating to the decision of certification. 3.6 审核组长负责对审核现场产生的争议的处理。 The head of audit group is responsible for settling the dispute occurred on the on-site of audit. 4.0 定义 Defin