The purpose of this procedure is; It is to determine the method to be applied by the EUROPASS in the objections and complaints regarding the Training, System certification activities carried out by the EUROPASS and the objections and complaints made about the certified organizations.
Complaint: These are the negativities that arise about the performance, procedures, policies of organizations or other related parties in the field of EUROPASS’s Training and Certification activities, and all employees serving on its behalf, within the scope of the document related to the company it certified.
is the request of the relevant party to reconsider the decision of the EUROPASS regarding the decisions (certification, suspension, cancellation etc.) taken by the EUROPASS regarding an organization or person. Objection and Complaint Assessment Committee: It is a committee consisting of 2 people appointed for certification activities by the Chairman of the Board of EUROPASS.
EUROPASS makes this document available to the public at www.fqc.com.tr, which explains how to handle the complaints and objections submitted to it. Persons whose opinions are obtained at all stages from the handling of the appeal and complaint to its finalization must act in accordance with the principle of impartiality and should not discriminate against the owner of the objection and complaint. Those who will take part in this process must also protect the principle of confidentiality. The team that will investigate the objection and the complaint must be from the people who are not related to the situation that caused the complaint and the objection, and it is ensured that it is different from those who have been given the certification decision and those who have been inspected.
Complaints About Training, Certification Activities
Upon receipt of the complaint, EUROPASS confirms whether the complaint is related to the certification activities for which it is responsible. If the complaint is related to certification activities, it addresses the complaint. If the complaint is related to a certified client organization, the effectiveness of the documented management system is taken into account in questioning the complaint. The EUROPASS is responsible for decisions at all stages of handling complaints.
Regarding education, system certification; Complaints on audit reports, audit teams, the content of the audit, etc., can be made orally or in writing by the relevant institutions. Relevant valid complaints are recorded in the Complaint Evaluation Form by the personnel receiving the complaints and forwarded to the Management Representative. Corrective action is initiated by the Management Representative for the department subject to the complaint.
In the Complaint Evaluation Form and corrective action form, the Management Representative meets with the manager of the department subject to the complaint and collects the data related to the complaint within a maximum of (2) two working days. All data collected regarding the complaint is sent to the members of the Objection and Complaint Committee as preliminary information. The complainant informs the complainant about the stage of the process subject to the complaint verbally or in writing and the next steps. By agreeing with the committee members, it ensures that the committee convenes within a maximum of two (2) working days, examines the complaint in detail and makes a decision. The Chairman of the Board of Directors is informed on the subject at the same time as the members of the Appeals and Complaints Committee.
According to the nature of the complaint, during the evaluation made by the committee, the members of the committee may request information from the Department Head, Management Representative and / or the Chairman of the Board of Directors. In line with the decisions taken by the Committee, the Management Representative fills in the “action to be performed” section of the corrective action form and informs the client about the decision and implementation stages. The activity is concluded within maximum (1) one month from the date of complaint. The result of the complaint is notified to the complainant party in writing. Corrective action that has been initiated is closed by the management representative.
Complaints About the Trainee, Certified Organizations
Complaints made either verbally or in writing to the EUROPASS web address or to the EUROPASS company headquarters regarding the students receiving training and Certificated Institutions are recorded in the Complaint Evaluation Form and Corrective Action Form and forwarded to the Management Representative. First of all, the customer is informed about the actions to be taken for the complaint by the management representative. If there is a method especially requested by the customer regarding information, attention is paid to inform accordingly.
Complaints arising from nonconformities in the quality system of certified organizations are notified to the relevant institution in writing by the Management Representative and the organization is asked to provide written information within (1) one week about the arrangements it has made or will make regarding the complaint.
All data collected regarding the incoming information and complaint are sent to the members of the Objection and Complaint Committee by the Management Representative as preliminary information. The complainant informs the complainant about the stage of the process subject to the complaint verbally or in writing and the next steps. By agreeing with the committee members, it ensures that the committee meets within a maximum of two (2) working days to examine the complaint in detail and make a decision. The Chairman of the Board of Directors is informed on the subject at the same time as the members of the Appeals and Complaints Committee.
Committee members may request extra information from the certified institution during the evaluation made by the committee, depending on the nature of the complaint. In addition, information may be requested from the department following the operational procedures of the certified organization, from the members of the audit team that performs the audit of the certified body, from the Management Representative and / or the Chairman of the Board of Directors in order to examine the compliance with the procedure, legal requirement and accreditation rules.
Based on the importance of the complaint, the committee may decide to carry out a re-audit in the organization, or it is checked whether the records regarding the complaint are kept regularly during the audit performed at the organization on the normal audit date. In the light of all data, the decision taken by the committee is put into practice. After the decision of the committee, the customer is informed again.
The Management Representative informs the student of the complaints arising from the EUROPASS applications and / or the student in the education process and is asked to inform the student within (1) a week.
Incoming information is transferred to the committee by the Management Representative in accordance with the functioning of the certified organizations. The education certificate of the student may be canceled or suspended, depending on the importance of the complaint by evaluating by the committee.
Notifications to the complainant parties about the results of the decisions applied after being evaluated by the committee for both the certified institutions and the student receiving education are made officially in writing. Following all initiated corrective actions and closing the corrective action when the complaint is concluded are carried out by the management representative. The EUROPASS is responsible for decisions at all stages of handling complaints.
In case of an objection against the decisions taken by the EUROPASS (certification, cancellation, suspension, etc.), the Appeals Assessment Committee is run as the place of solution. In the case of objections made for Management Systems, the request of the objector is notified to the objection committee within 1 day at the latest and the committee is called for a meeting. The issue is discussed at the Objection Evaluation Committee meeting. As a result, the result of the decision is sent to the customer or student in writing. After the EUROPASS receives the appeal, it collects and verifies all necessary information for the appeal to be valid.
The Committee may refer to the information of the Management Representative and / or the Chairman of the Board of Directors whenever it deems necessary at the decision stages. In addition, it can receive technical support from the lead auditor / auditor in matters it deems necessary. In Management Systems, in cases where the Client does not accept the decision of the Appeal Assessment Committee, the relevant courts are addressed as the legal solution authority.
Informing Related Parties
All objections and complaints received by EUROPASS are highly confidential, and third parties are never informed of the objections / complaints and their results. If deemed necessary, it is only allowed to be seen by the institution that accredited the EUROPASS. When it comes to informing the legal authorities, the relevant customer is definitely informed.
In case of an objection to the decisions of the committee or if the complainant does not accept / dissatisfy and the committee’s complaint resolution period is exceeded, the appellant and complainant may inform the relevant accreditation institution and apply.APPEAL and COMPLAINT FORM