1. Purpose

The purpose of this process is to define how Essential Standardization Institution (ESI) receives, reviews, investigates, and resolves complaints and disputes. This system follows the requirements of ISO/IEC 17021 and applicable international standards.

2. Scope

This procedure applies to all complaints related to certification, training, inspection, compliance audits, and other services provided by ESI. Legal, financial, regulatory, or court-related matters are not covered under this process.

3. Definitions

A complaint is an expression of dissatisfaction received by ESI where a response is expected. A complainant may be an individual or organisation. A dispute is a disagreement arising from a complaint that requires further review.

4. References

ISO/IEC 17021-1:2015, Clause 9.8 – Complaints.

5. Entry Criteria

Any individual, organisation, or authorised representative may submit a complaint related to ESI services. Complaints may be raised by ESI clients or non-clients.

6. Logging and Recording of Complaints

The complainant must provide basic details such as name, contact information, location, reference number (if applicable), and a brief description of the issue. All complaints are logged in the ESI system with a unique reference number for tracking.

7. Acknowledgement of Complaints

ESI acknowledges receipt of every complaint within one business working day through email or written communication.

8. Initial Assessment of Complaints

Each complaint is reviewed to understand its seriousness, impact, and urgency. Based on this review, the complaint is forwarded to the appropriate authority or committee for further action.

9. Investigation of Complaints

Complaints are investigated by an impartial committee or panel not involved in the related audit or decision. The investigation is conducted fairly and in proportion to the nature and seriousness of the complaint.

10. Response to Complaints

After investigation, ESI communicates the findings and corrective actions to the complainant. If immediate resolution is not possible, the complaint is managed to ensure timely and effective closure.

11. Communicating the Decision

The final decision and actions taken are communicated to the complainant as soon as possible. ESI ensures that no complainant faces discrimination for raising a complaint.

12. Complaint Closure

A complaint is closed once the complainant accepts the resolution and all agreed actions are completed and recorded.

13. Dispute Management

If the complainant does not accept the decision, the case is treated as a dispute. The matter may be resolved through mutual discussion, arbitration as per applicable laws, or referral to the accreditation body.

14. Customer Feedback

ESI collects client feedback after certification, surveillance, and re-certification audits. Feedback is analysed to improve services and is reviewed during management review meetings.