ComplaintHandlingProcess投诉处理过程.PDFVIP

Complaint Handling Process 投诉处理过程 GT001, rev. 2 Document # GOP216 Release Date: 02-JUN-2017 Page 1 of 7 Document Owner: Director – Internal Auditing Approvals: Global Vice President – Technical Management Quality This process only applies to complaints related to Business Assurance activities 此过程仅适用于针对BA 活动的投诉 Purpose 目的 To describe the complaint handling process, including receiving, validating, investigating, and deciding what actions are to be taken in response to the complaint. 描述投诉处理过程，包括接收、验证、调查以及决定应对投诉所采取的行动。 Scope 范围 This process applies to complaints relating to Intertek’s certification services, and complaints against certified clients made to Intertek. 此过程适用于Intertek 认证服务有关的投诉，以及针对Intertek 获证客户的投诉。 Responsibilities: 职责 - Technical Manager: In the case where the contracting office is an accredited Business Unit (or Hub), the Technical Manager is responsible for the application of the process 技术经理：当缔约办公室是一个认可的业务部门（或技术中心），技术经理负责该过程的运用。 - BA General Manager: In the case where the contracting office is an unaccredited business unit, the tasks assigned below to the Technical Manager are assigned to the BA General Manager or a designated staff appointed by the BA General Manager BA 总经理：当缔约办公室不是一个认可的业务部门，分配给技术经理以下的任务将分配给 BA 总经理或 BA 总经理任命的员工。 - Global Account Manager: In the case of complaints related to global accounts, the Global Account Manager shall work with the Technical Manager or BA General Manager to the resolution of the complaint 全球客