APPLEALS AND COMPLAINTS

We have in place procedures for dealing with appeals and complaints resulting from the certification process.

ACS Certification (M) Sdn. Bhd. has in place procedures for dealing with appeals, complaints resulting from the certification process.

In all instances ACS will try and resolve certification problems with the client, while at the same time upholding the integrity of the Standard as it is applied to the client’s Quality System.

Where appeals or complaints cannot be resolved at Company/client level, a process of independent arbitration shall be used in accordance with the procedures laid down in the Company’s Quality and Procedures Manual.

Customer appeals or complaints are required to be lodged with the Company in writing within 14 days of the receipt of assessment results.

The CEO of ACS will constitute the Certification Committee to hear the complaint.

The client shall have the opportunity to present their case to the Certification Committee, and receive a written statement from the committee including reasons for the decision (which will be binding on both parties).

In all cases, ACS will strive to resolve appeals or complaints so that a win-win situation occurs and the integrity of the quality standards is upheld.

Note: (1) If the complainant is dissatisfied with the outcome of the CAB’s complaints/appeal handling process, the complainant may refer the complaint to JAS-ANZ.
Note: (2) ACS is committed to a timely and effective closure of complaints or appeals. Complaints or appeals that are not closed out within a time frame documented and agreed with the complainant shall be escalated to our top management to ensure that the complaint or appeal receives the appropriate priority. To ensure a timely resolution of complaints, it is expected that valid complaints are resolved within a period of three months from the date of receipt of complaint(s).

On signing the application form, your organisation agrees to comply with the above certification requirements.

A copy of ACS appeals & complaints handling process can be made available upon request. In any case, the appeals and complaints handling process is available on this website.