CAS Conformity Assessment Services

At CAS Conformity Assessment Services, we adhere to the highest standards of accountability and transparency. Our process for managing requests for complaints and appeals is designed to ensure that all concerns and disputes are addressed fairly and efficiently, following the guidelines set forth in ISO/IEC 17021-1:2015.

Overview of Complaints and Appeals Process

Initiation of a Complaint or Appeal

• Clients or other stakeholders who wish to file a complaint or appeal can do so by filling out the designated form provided on our website or by requesting one via our contact channels.
• All complaints and appeals must be submitted in writing to ensure they are formally recorded and handled in accordance with our procedural framework.

Acknowledgment of Receipt

• Upon receipt of a complaint or an appeal, CAS will acknowledge it within five working days, confirming that the process for handling the request has been initiated.

Assessment and Validation

• A preliminary assessment is conducted to determine the validity of the complaint or appeal and ensure it pertains to certification activities for which CAS is responsible.
• This assessment will consider if the complaint or appeal is within the scope of our certification services and if enough information is provided to proceed with a formal investigation.

Investigation

• A detailed investigation is carried out by personnel not involved in the original activities to ensure impartiality.
• The investigation aims to gather all necessary facts and information, involving relevant parties and reviewing related documentation and records.

Decision and Closure

• Decisions on complaints and appeals are made based on the evidence gathered during the investigation.
• The complainant or appellant is informed of the decision and the reasons behind it. If the complaint or appeal is upheld, appropriate corrective actions are taken.

Follow-Up

• CAS monitors the outcomes to ensure that any corrective actions are implemented and that the complainant or appellant is satisfied with how the complaint or appeal was handled.
• The process is formally closed once all actions are completed and the complainant or appellant has acknowledged resolution.

Confidentiality and Impartiality

• All proceedings related to complaints and appeals are treated with strict confidentiality and impartiality.
• Personal information is protected according to our privacy policy and is only used for the purpose of resolving the complaint or appeal.

Documentation and Record Keeping

• Comprehensive records of all complaints and appeals, including the actions taken and the final outcomes, are maintained. These records help us assess trends and improve our processes.

Feedback and Continuous Improvement

• Feedback is sought from all parties involved in the complaint or appeal process to improve the system and prevent future issues.
• Continuous improvement actions are implemented based on feedback and the outcomes of complaints and appeals.