投诉`申诉途径说明(客户必知).pdfVIP

投诉、申诉途径说明（客户必知） Introductions for complaint and appeal process (The client shall know) 1．总则 General Principal 1.1 凡是与认证审核活动有关的不满意，客户都可投诉； The clients could make complaints which are relevant to the certification activities. 1.2 凡是对投诉、争论的处理结果不滿意或不接受公司决定的任何一方（组织、个人、投诉方、被投诉 方），都有权提出申诉。 Any party who is not satisfied with the outcome of the complaint or dispute or does not accept decision of the company (the organization, individual, the complainant, and complainant) has the right to appeal. 1.3 投诉方和被投诉方都必须遵循“重证据”和 “尊重客观事实”的原则。 The complainant and complainant must follow the principal of placing emphasis on evidences and respecting for the fact. 1.4 如果投诉内容与客户（包括获证客户和正在申请中的客户）有关，投诉中心在调查时要考虑客户管 理体系的有效性（不排除作出重新审核的决定）。 If the complaint relates to the client (including certified clients and the applying clients), then examination of the complaint shall consider the effectiveness of the certified management system. (not exclude the decision on re-auditing) 2.途径 Channels 2.1 客户可以通过电话、邮件、信函、面谈的方式进行投诉。但原则上不提倡以传真的方式进行投诉（投 诉中心要求的例外）。 The client can lodge a complaint through telephone, e-mail, letter and face-to-face talk. But in principal, complaint is not made by fax. (Excepting for those which are required by the Complaint Center) 2.2 客户投诉中心为客户投诉、申诉的受理部门 The Complaint Center is responsible for receiving complaints and appeals from the clients. （投诉、申诉电话：0512金先生，邮箱：Steven@ ） (Complaint and appeal hotline: 0512 E-mail: Steven@) 2.3 点击公司网站 ）＞客户服务＞客户投诉＞下载《投诉/ 申诉受理单》邮寄或发 E-mail至投诉中心。 AQA-P-170(1) Attachement Page 1 of 7 Click the company website ＞Customer Service ＞Customer complaint＞download Complaint/Appeal Acceptance Form , fill it out and send it to the Complaint Center. 3.程序(见流程图) Procedure (see the flow-process diagram) 3.1 投诉处理过程至少包括以下要素和方法 Th