Appeals Procedure

An applicant, certified organization, or any interested party may submit an appeal against a certification decision made by HOQ Management Services Pvt. Ltd.

Appeals are handled fairly, independently, and without discrimination.

Appeals Panel

Appeals are reviewed by an Appeals Panel formed from members of the Impartiality Committee who were not involved in the original decision. The panel’s decision is final.

HOQ is responsible for collecting and verifying all necessary information to validate the appeal. Submission, investigation, and decisions related to appeals will not result in discriminatory actions against the appellant.

Appeal Process

1. Appeals must be submitted in writing or via email within 30 days of the decision.

2. HOQ acknowledges receipt and records the appeal in the appeal register.

3. All relevant information is gathered and verified.

4. The appeal is forwarded to the Appeals Panel for independent review. Previous similar cases may be considered for consistency.

5. The panel may request additional information from both the appellant and HOQ. Both parties must respond within the specified timeframe.

6. The appellant is informed about the progress and actions taken to resolve the appeal.

7. A formal notice is issued once the appeal handling process is completed.

The appeal process is normally completed within 60 days. If delayed, the appellant will be informed with justification.

Complaints Handling Procedure

HOQ Management Services Pvt. Ltd. is responsible for all decisions at every level of the complaint-handling process. Complaints may be submitted in writing, by email, or by phone.

All complaints are:

• Recorded in the complaint register

• Investigated impartially

• Handled confidentially

• Managed without discrimination toward the complainant

If a Complaint Relates to a Certified Client

• The effectiveness of the client’s management system will be evaluated by a competent auditor not previously involved with the client.

• The certified client will be informed within 30 days of receiving the complaint.

If a Complaint Relates to Certification Activities

• Concerned auditors or personnel may be asked to provide clarification.

• Root cause analysis is conducted.

• Corrective and preventive actions are implemented.

• If the complaint concerns HOQ personnel, it is investigated by a member of the Impartiality Committee not involved in the matter.

Responsibilities of HOQ

HOQ ensures that:

• Complaints are acknowledged promptly

• Necessary information is gathered and verified

• The complainant is informed of progress and results

• Corrective and preventive actions are implemented

• Effectiveness of actions is reviewed in Management Review Meetings

• Confidentiality is maintained

• Decisions are reviewed and approved by personnel not previously involved

• A formal notice of closure is issued

The complaint handling process is normally completed within 60 days.

If the complainant is not satisfied with the decision, they may file an appeal or escalate the matter to the relevant accreditation authority.