ATTICS International Customer Service Policy

Document Number

ATTICS-POL-017

Version Number

1.0

Document Control

DC17

Effective Date

06-01-2026

Document Status

Approved

Approval Date

06-01-2026

ATTICS International Customer Service Policy

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

Purpose

ATTICS International is committed to delivering exceptional customer service founded on professionalism, responsiveness, reliability, and respect.

The purpose of this policy is to establish clear service principles and standards that ensure a consistently positive experience for all customers and stakeholders engaging with ATTICS International across its full range of services Auditing, Training, Testing, Inspection, Calibration, Certification, and Educational Programs.

Scope

This policy applies to:

  • Corporate and individual clients
  • Students, trainees, and examination candidates
  • Companies utilizing auditing, inspection, testing, or calibration services
  • Regulatory bodies, partners, and accreditation stakeholders
  • Shareholders and general stakeholders
  • All ATTICS International employees, representatives, and contracted personnel

Policy Statement

ATTICS International shall:

  • Place customer and learner satisfaction at the centre of all operations
  • Provide accurate, clear, and timely information
  • Deliver services professionally and impartially
  • Treat all customers fairly, respectfully, and without discrimination
  • Ensure confidentiality and data protection
  • Respond promptly to inquiries, complaints, and appeals
  • Continuously improve services based on feedback and performance monitoring

Customer Service Principles

Professionalism

All staff and representatives shall act with courtesy, competence, and integrity in every interaction.

Responsiveness

Customer inquiries shall be acknowledged promptly and addressed within defined service timelines.

Transparency

Information regarding services, pricing, procedures, requirements, and decisions shall be clear and accessible.

Reliability

Services shall be delivered consistently in accordance with agreed scope, standards, and contractual commitments.

Accessibility

Customers shall have access to communication channels suitable for their needs and locations.

Confidentiality

All customer data and service records shall be protected and handled in accordance with legal and ethical requirements.

Service Level Commitments


ATTICS International commits to the following service standards:

  • Inquiry acknowledgment: Within 4 business hours for electronic communications
  • Formal proposal delivery: Within 3 business days for standard services
  • Report/certificate issuance: Within agreed contractual timelines or 10 business days if unspecified
  • Complaint acknowledgment: Within 1 business day as per Complaints & Appeals Policy
  • Payment processing: Invoice issuance within 5 business days of service completion

Communication Channels

Customers may contact ATTICS International through:

  • Official email addresses
  • Website contact forms
  • Telephone and video conferencing
  • On-site meetings
  • Official social media communication channels
  • All communications shall be recorded where relevant for service improvement.

Multilingual Support

ATTICS International provides customer service support in English as the primary language, with translation services available for key documents and interpretation arranged for critical meetings upon request with reasonable advance notice.

Handling Feedback and Complaints

  • ATTICS International encourages feedback to improve customer experience.
  • All complaints shall be handled under the Complaints & Appeals Policy, ensuring impartial investigation and timely resolution.

Protection of Learners and Clients

For training, certification, and educational services, ATTICS International ensures:

  • Fair access to learning and assessment
  • Clear guidance on course content, assessment methods, and certification criteria
  • Support throughout enrollment, learning, and examination processes

Reasonable Accommodations

ATTICS International provides reasonable accommodations for learners and clients with disabilities, including extended examination time, alternative assessment formats, and accessible facilities, with requests reviewed confidentially and implemented where reasonably practicable.

Continual Improvement

Customer satisfaction data, feedback, and performance indicators shall be reviewed regularly to:

  • Identify improvement opportunities
  • Enhance service delivery processes
  • Strengthen customer relationships

Customer Satisfaction Measurement

ATTICS International measures customer satisfaction through quarterly Net Promoter Score (NPS) surveys, annual comprehensive satisfaction assessments, and post-service feedback forms, with results analyzed for trends and improvement opportunities.

Compliance with International Standards

This policy supports compliance with:

  • ISO 9001:2015 – Customer focus and satisfaction
  • ISO 21001:2025 – Learner and stakeholder focus
  • ISO/IEC 17024 – Fair and impartial certification services
  • ISO/IEC 17025 – Reliable testing and laboratory services

Related Documents


This policy should be read in conjunction with:

  • ATTICS International Quality Management System Manual
  • Applicable ISO standards referenced herein

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

Approved By: Mr. Zaib Ali

Authorized Position: Head of Operations

Signature:

zaib signaure

Date: 06-01-2026