SOP Complaints and Appeals Handling Procedure

IP_09
Version No.: 2.0
Issue Date: 15.12.2025
Revision Date: 30.06.2026

1. Purpose

To establish a formal process for receiving, evaluating, investigating, and resolving complaints and appeals related to the activities, decisions, services, or staff of IGMPI.

2. Scope

This procedure applies to:

• Complaints from clients, stakeholders, or the public regarding services or conduct
• Appeals from certified organizations challenging certification decisions (e.g., suspensions, denials, withdrawals)
• Complaint: An expression of dissatisfaction (other than an appeal) made to IGMPI about its services, personnel, or an accredited organization.
• Appeal: A formal request from an applicant or accredited organization for reconsideration of an adverse accreditation decision.
• Complainant/Appellant: Individual or organization submitting a complaint or appeal.
• Complaints and Appeals Panel (CAP): Independent body appointed to investigate and decide on complaints or appeals.
• Quality Manager: Logs, monitors, and coordinates the handling of complaints and appeals.
• Complaints and Appeals Panel: Investigates, evaluates evidence, and makes impartial decisions.
• Executive Director/CEO: Approves final decisions and ensures implementation of corrective actions.
• All Staff: Must report and cooperate in complaint/appeal investigations.
• Complaints and appeals must be submitted in writing (email, letter, or online form).
• Required information includes:
• Name and contact of complainant/appellant
• Description of the issue
• Relevant dates and documents
• Desired resolution (optional)
• A written acknowledgment is sent within 5 working days.
• The matter is logged in the Complaints and Appeals Register with a unique tracking number.
• The Quality Manager or designated officer conducts a preliminary review to:
• Verify whether it qualifies as a complaint or appeal
• Check for completeness and potential conflicts of interest
• Assign a case handler or refer to the CAP
• Complaints:
• Investigated internally or, if about an accredited body, referred to a relevant assessment team or external assessor.
• Appeals:
• Forwarded to the Complaints and Appeals Panel.
• The original decision-maker is not involved in the appeal review.
• Additional evidence may be requested from parties involved.
• Complaints: Resolved within 30 working days where possible.
• Appeals:
• CAP decision is final and must be made within 60 working days unless extended.
• All decisions are:
• Documented in the complaints/appeals file
• Communicated in writing with the rationale for the outcome
• Followed by corrective or preventive action if required
• Corrective actions are tracked until completion.
• Case is marked closed when:
• Resolution is accepted or time for further response has expired
• Corrective actions are verified
• Annual review of complaints/appeals data is conducted for trends or systemic issues.
• Complaints and Appeals Register
• Complaint/Appeal Submission Forms
• Investigation Reports
• Panel Decision Records
• Correspondence with Parties Involved

3. Definitions

4. Responsibilities

5. Procedure

5.1 Submission

5.2 Acknowledgement

5.3 Initial Review

5.4 Investigation

5.5 Decision and Resolution

5.6 Follow-Up and Closure

6. Records

Records are kept for a minimum of 5 years and are subject to confidentiality and data protection regulations.

7. Confidentiality and Impartiality

• All cases are handled with strict confidentiality.
• Individuals involved in the complaint/appeal must be free of conflicts of interest.
• Whistleblowers are protected from retaliation in accordance with the organization’s integrity policy.
• ISO/IEC 17011: Requirements for Accreditation Bodies
• ISO 10002: Quality Management – Customer Satisfaction – Complaints Handling
• Internal Quality Manual
• Conflict of Interest Policy

8. References