ATTICS International Complaints & Appeals Policy

These policies are developed exclusively for ATTICS International. Any copying, sharing, or reuse without written consent is not permitted.

Purpose

The purpose of this Complaints and Appeals Policy is to define a clear, fair, effective, and transparent framework for the submission, investigation, response, resolution, and continual improvement of complaints and appeals related to the services delivered by ATTICS International. This policy ensures that concerns are addressed respectfully, impartially, and in a timely manner, enhancing trust, organizational performance, and stakeholder confidence across all service lines including Auditing, Training, Testing, Inspections, Calibration, Certification, and Educational Programs.

Scope

This policy applies to all complaints or appeals arising from or relating to ATTICS International’s services, including but not limited to:

It also applies to all stakeholders, including:

Definitions

Complaint:

An expression of dissatisfaction by any stakeholder relating to the performance, conduct, actions, decisions, or outcomes of service delivery by ATTICS International, where a response or action is expected.

Appeal:

A formal request by an applicant, candidate, student, client, or authorized representative to review or reconsider a decision made by ATTICS International that adversely affects certification, qualification, assessment outcomes, training results, calibration outcomes, or audit decisions.

Complainant:

Any individual or entity submitting a complaint.

Appellant:

Any individual or entity submitting an appeal.

Principles

ATTICS International commits to:

Impartiality:

Ensuring complaints and appeals are handled without bias, undue influence, or conflict of interest.

Accessibility:

Making the process understandable and accessible to all stakeholders, regardless of location or status.

Confidentiality:

Protecting the privacy and personal information of complainants, appellants, and any individuals referenced in complaints or appeals unless disclosure is required by law.

Timeliness:

Acknowledging and handling complaints and appeals promptly, with clear timeframes.

Objectivity & Evidence-Based Evaluation:

Decisions are based on factual information and documented evidence.

Transparency:

Communicating process steps, progress, and outcomes clearly and professionally.

Continuous Improvement:

Using data and insights from complaints and appeals to drive organizational learning and improvement.

Submission Process

How to Submit

Complaints and appeals may be submitted in writing via:

All submissions must include:

Acknowledgement

ATTICS International shall acknowledge receipt within five (5) business days of submission via email, providing a unique reference number, designated contact person, and preliminary investigation timeline not exceeding 30 calendar days for standard cases.

Handling & Investigation

Initial Review

The Complaints and Appeals Manager (or designated representative) will perform an initial assessment to:

Categorization and Prioritization

All complaints and appeals shall be categorized by severity (Minor, Major, Critical) and complexity (Standard, Complex). Critical complaints involving health and safety, legal non-compliance, or fraud shall be escalated immediately to senior management.

Impartial Review Committee

If the complaint or appeal is accepted for investigation:

Decision

Once the investigation concludes, the committee will prepare a written decision including:

Timeframes

ATTICS International aims to resolve most complaints and appeals within 30 calendar days after acknowledgment. Complex or escalated matters may require extended review, with regular updates provided.

Service Level Commitments

ATTICS International commits to resolving 95% of standard complaints within 30 calendar days and 100% within 60 calendar days. Complex cases requiring external consultation or extensive investigation may extend to 90 calendar days with bi-weekly progress updates provided to the complainant.

Communication of Outcomes

Outcomes shall be communicated in writing to the complainant or appellant, including:

Records and Confidentiality

All documents, evidence, communications, and outcomes related to complaints and appeals will be:

Anonymous Complaints

Anonymous complaints are accepted and investigated to the extent possible with available information. However, resolution may be limited if follow-up information cannot be obtained, and complainants are encouraged to provide contact details for comprehensive resolution.

Appeals to Higher Authority

If an appellant remains dissatisfied with a decision:

Continuous Improvement

ATTICS International analyzes complaints and appeals data as part of its quality management and strategic review processes to:

Performance Measurement

ATTICS International tracks and reports quarterly on complaint metrics including resolution time, recurrence rates, root causes, and customer satisfaction with resolution outcomes, with findings presented to management review meetings.

Related Documents

This policy should be read in conjunction with:

Distribution

This policy is distributed to all employees via the company intranet and is available to stakeholders upon request. All personnel are responsible for reviewing and complying with the latest version available in the document management system.