The Original text of the Appeal Procedure is incorporated in our Quality Manual.
This procedure describes the authorities and responsibilities in dealing with appeals, complaints and disputes received from the manufacturer or the persons concerned with certification services carried out under the MED.
The following definitions are applied in this Procedure;
(1) Appeal: A formal expression of disagreement, by a manufacturer (organization) affected with a decision of inspection and/or certification services activity.
For example, when the manufacturer is rejected the approval for granting, maintaining, extending, or suspending and withdrawing of certification of conformity by the Notified Body, the manufacturer expresses the disagreement in writing against the decision of the Notified Body,
(2) Complaint: A formal expression of dissatisfaction, by a third party to the approved manufacturer (organization) or the Notified Body related to certification services.
For example, when the purchaser expresses the dissatisfaction that the nonconformity of the purchased products of the approved manufacturer is often received,
(3) Dispute: A formal expression of difference of opinion, between the manufacturer (organization) and the Notified Body in relation to inspection and/or certification services.
For example, when the manufacturer requests to the Notified Body to reply about the difference of opinion between manufacturer and the Notified Body relating to the interpretation of the regulations.
The Director is responsible for controlling activities dealing with receiving, deliberations and decisions for appeals, complaints and disputes from manufacturers (organizations).
Dealing with Appeals and Complaints
Receipt of Appeals and Complaints:
When an appeal or complaint is received from a manufacturer or any other party concerned, regarding the inspection and/or certification services of the NB, the person in charge shall report receipt to the Director.
Actions to be taken with respect to Appeals and Complaints:
When an appeal is made, an Appeal Committee shall be established. The Committee shall be composed of at least 3 (three) persons (experts) who are not related to the matter in question, to ensure an impartial and timely handling of the appeal in accordance with Dutch National law.
The Appeal Committee shall investigate the appeal in accordance with the Regulations for Appeal Committee.(available upon request)
(1)The Director shall take the requirements applicable under Dutch National law into account for the appeal procedure. He shall assign a person in charge to prepare an action plan for handling the appeal or complaint based on the results of an investigation.
(2)The Director shall review and approve the action plan.
(3)The complainant has the right to attend the meetings of the Appeal Committee and express the reason of the appeal or complaint, as found necessary.
(4)The Director shall inform the complainant concerned of the decision regarding the action, if any, to be taken with respect to the appeal or complaint, and shall put the action into effect within two months after receiving the appeal or complaint.
Receipt of Disputes:
When a dispute is received from a manufacturer or any other person concerned, regarding the certification services of the NB, the person in charge shall report receipt to the Director.
Actions to be taken with respect to Disputes:
(1)The Director shall assign a person in charge to prepare an action plan for handling the dispute based on the results of the investigation.
(2)The Director shall review and approve the action.
(3)The complainant has a right to attend and express the reason of the dispute, as found necessary.
(4)The Director shall inform the complainant concerned of the decision regarding the action, if any, to be taken with respect to the dispute, and shall put the action into effect within two months after receiving the dispute.
Corrective Action and Preventive Action:
Corrective action or preventive action, shall be taken if necessary, based on the reported results from the Appeal Committee (for appeals and complaints) and/or the results of the investigation of the disputes.
Records:
Records shall be maintained concerning the appeals, complaints and disputes received and countermeasure thereof. All records and proceedings are confidential, except where disclosure is required by official parties.
Revised on January 1, 2017
SIGNED
For the Management of
Nippon Kaiji Kyokai (Netherlands)B.V.