How To Complain

Procedure MQA-MY06 details the actions to be taken by the NQA Malaysian office in respect of complaints against the NQA Malaysia or it's staff. The Procedure is available upon request at 603-91308116 or [email protected].

Definitions

A complaint is defined as an issue of dissatisfaction relating to any aspect of NQA Certification service; which is communicated to a member of NQA staff in a formal manner; ie phone enquiries do not constitute complaints unless the client specifically states that he or she is making a complaint. Every effort should be made to ensure that complaints are formally communicated in order that an accurate record of the problem may be maintained and so that verbal misunderstandings may be avoided. However, this should not be done at the risk of potentially further antagonising a complainant.

Complaints are defined as valid where NQA Certification Services have failed to fulfil any aspect of our service to a prescribed standard. Invalid complaints are defined as when the substance of the complaint relates to levels of service above and beyond what NQA would consider normal, or whereby after being furnished with all relevant information, the complainant has failed to understand any aspect of the service being provided by NQA.

Issues of customer satisfaction which are bought to the organisations attention, but not as a complaint, are recorded as ‘comments’.

Decisions as to the validity of all complaints shall be recorded.

Responsibilities

The Managing Diector has overall responsibility for the management of complaints against NQA. This responsibility is discharged through the SM or CM or ADMIN.

Recipients of complaints against the NQA, must refer them immediately to the Managing Director.

SM/CM/Admin shall prepare a quarterly report on complaints and feedback against the NQA to be presented to Management. Applicable statistics from this document are also to be reported to the ICB ,and the Management Review.

Complaints Procedure

Step 1

Recipient of complaint reports to the ADMIN.

Step 2

The ADMIN should:

Register complaints on the computer database allocating specific alpha numeric references.

Prepare a hard copy Complaints File for the retention of all associated records.

Establish the facts relating to the complaint.

Send a written acknowledgement to complainant.

Inform NQA MD/SM/CMl.

Step 3

The MD/CM/SM/ will:

Undertake root cause analysis.

Coordinate all necessary systemic corrective actions, recording details on the file.

All step 3 actions should be carried out in cooperation with the relevant Team Leader / Manager where necessary. Where it is felt appropriate, particularly in cases where the name of the NQA could potentially be bought into disrepute complaints may be escalated accordingly at the discretion of the ADMIN/SM.

Step 4

MD/SM/CM will:

Prepare a response to the complainant, communicating any corrective actions.

Ensure that the complaint is noted in the client records.

Close the complaints file.