Well we hope that you never have to but just in case you feel you need to raise an issue you should first address your complaint to the Chief Operating Officer.
If you are not satisfied with the response to a complaint, you may further complain to the CEO.
Appeals should be made via the Chief Operating Officer. The appellant will have the opportunity to present his/her case to the Impartiality Committee. The Certification Body’s costs arising from the appeal shall be to the account of: the appellant if the appeal fails; and to Auva if the appeal succeeds.
Complaints will be acknowledged with an initial response in writing within 3 days, and a full written response will be provided upon completion of a full investigation.
If a dispute arises during an audit, the auditor will aim to reach an agreement with the Auditee. Where this is not possible, the Auditee should contact the Chief Operating Officer who will undertake an investigation into the nature of the dispute, and inform the Auditee in writing as to the decision. The Chief Operating Officer will also inform the Auditee of the appeals procedure and further rights to take the matter to Auvas Impartiality Committee.
At any time, any interested party may make a complaint to Auva about you as a certificated supplier. In this event, we shall send you details of the complaint (excluding the identity of the complainant), and ask you to provide timely comment on the complaint. We would expect that you would propose appropriate corrective action. Depending on your response, we would take note for subsequent surveillance visits, and might require a further audit.
Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.
