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下载亚博-亚博安卓

申诉、投诉和争议处理程序-下载亚博

2022-11-18

作者：

申诉、投诉和争议处理程序

1.目的

明确公司各活动中申诉、投诉和争议的接受与处理过程，维护客户、委托方、获证组织及其它相关方的合法权益，使申诉、投诉和争议得到及时、准确、公正地解决，确保认证活动的公正性和客观性。

2.适用范围

适用于本公司各活动的客户、委托方、获证组织及其它相关方对本公司的申诉、投诉和争议，法律上有特殊要求的除外。

3.职责

3.1 本程序的归口部门为质量部。

3.2 总经理是重大申诉、投诉、争议处理结果的批准人

3.3 质量部负责组织申诉、投诉和争议的调查，提出处理意见，报营销中心。

3.4 检验检测中心负责检验检测技术活动的申诉、投诉和争议的调查，并由总监提出处理意见，报营销中心。

3.5 认证中心负责认证活动的申诉、投诉和争议的调查，并由总监提出处理意见，报营销中心。

3.6 营销中心负责对申诉、投诉和争议的判断、识别、受理、回复。

3.7 各部门负责配合申诉、投诉和争议的调查。

4.工作程序

4.1 原则

5.1.1 申诉、投诉处理过程的说明在公司官方网站上公开发布。

5.1.2 公司处理申诉、投诉和争议以事实为依据，以管理办法、评审准则、认证程序及国家认证认可相关规范为准则。

5.1.3 申诉、投诉处理工作人员对其所涉及到的任何与申诉、投诉有关的非公开信息负有保密的责任。

5.1.4公司将对申诉处理过程各个层次的所有决定负责，并确保参与申诉处理过程的人员没有实施申诉涉及的检测或审核，也没有做出申诉涉及的报告签发和认证决定。

5.1.5 参与申诉、投诉处理工作的所有工作人员，均应保持客观公正。

5.1.6 与申诉、投诉有直接利害关系的工作人员，均应回避该项申诉、投诉的处理工作，填写《回避申请表》（gft-cx-a11/02）。对投诉人的回复决定，应由与投诉所涉及的检验检测活动、认证活动无关的人员做出，包括对该决定的审查和批准。

5.1.7 申诉的提出、调查和认定不应造成针对申诉人的任何歧视行为。

5.1.8 公司自收到申诉、投诉、争议1日之内启动相应的程序。

5.1.9 公司自收到申诉、投诉、争议之日起，应在3个工作日内进行处理，并将处理结果反馈给申诉、投诉和争议的提出方。

5.1.10公司应与客户及投诉人共同决定是否应将投诉事项公开，并在决定公开时，共同确定公开的程度。

4.1 受理

4.1.1 客户提出申诉、投诉和争议意见后，不论是书面，还是口头的，营销中心都要做好记录，填写《客户投诉处理记录》（gft-cx-a11/01）。

4.1.2 营销中心应判断和识别申诉、投诉和争议的合理性，对合理的投诉转交质量部负责人，对不合理的亦应做出详实的解释，必要时转交质量部负责人。

4.2 调查

4.2.1 凡涉及检测结果、质量、报告等技术方面的申诉、投诉和争议由检测中心总监组织人员进行调查，记录调查结果，并提出处理意见。

4.2.2 凡涉及认证活动方面的申诉、投诉和争议由认证中心总监组织人员进行调查，记录调查结果，并提出处理意见。

4.2.3 其他方面的投诉由质量负责人组织实施调查，记录调查结果，并提出处理意见。

4.3 处理

4.3.1 质量负责人、总监将处理意见转交营销中心，由营销中心人员反馈给申诉、投诉和争议提出方，与其进行沟通、协调。

4.3.2 涉及给客户造成损害、损失、影响范围广、影响严重等的重大处理意见的，应报总经理审批。

4.3.3 如已影响或可能影响到公司管理体系的运行，应按《不符合工作及纠正措施管理程序》（gft-cx-a08）要求予以处理。

4.3.4 如投诉人对处理结果不满意的，应请示总经理作出最终决策。

4.3.5 如对最终决策有异议时，应由总经理告知投诉人进一步向有关部门投诉的途径和程序。

4.3.6 进一步申诉和投诉的接受部门

如提出申、投诉后，对公司的处理结果不满意，可向资质认定管理部门、cnas认可委或公司认证管理委员会提出申诉和投诉。

5.相关文件

5.1 gft-cx-a08《不符合工作及纠正措施管理程序》

6.相关记录

6.1 gft-cx-a11/01客户投诉处理记录

6.2 gft-cx-a11/02回避申请表

编制人	张国莹	编制日期	2018年09月01日
修订人	/	修订日期	/ 年 / 月 / 日
审核人	杨英姿	审核日期	2018年09月01日
批准人	杨希国	批准日期	2018年09月01日

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