Complaints against IA
If the client is not in agreement with the Auditor’s recommendations after an Assessment or Surveillance, then he is at liberty to lodge an appeal with the Quality Manager of IA. The Client shall support his reasons with objective evidence. All appeals will be heard by the impartiality committee. The Subcommittee may hear evidence from the client’s representative and the relevant Auditor. The decision of the Subcommittee is final and binding on both the Client and IA. No counterclaim will be allowed by either party. No costs, for whatever reason, will be allowed to either party as a result of an appeal.
Complaints received by IA Clients
All Clients are required to maintain a log of all Customer Complaints raised against them. This log must be available for review during all Assessment and Surveillance Visits. This log shall also be available to IA Staff upon request.
Complaints received by IA about clients
If complaints are received by IA directly from the users of IA’s Clients about their products and/or services, they will be investigated; this may require a client Visit which will incur extra cost. However, wherever possible investigations will be carried out during Surveillance Visits.