Policy and procedure - complaints, disputes, objections and appeals

 

Complaints

Policy

All complaints received by CLAS are recorded, investigated and responded to. When a complaint is made concerning a CLAS client, CLAS ensures that the complaint is first addressed by the CLAS client. If the complaint is SCC related, CLAS refers the complaint to the SCC and informs the complainant that the issue will be handled by the SCC . The Leader, Assessment Services is responsible for the implementation of this policy.

Scope

This policy applies to all complaints regarding CLAS activities.

Procedure:

All interested parties may log a complaint to any CLAS personnel. The complaint may be verbal (in person, over the phone) or written (formal letter through regular mail, email to CLAS personnel or clas@nrc-cnrc.gc.ca, Client Satisfaction Questionnaire).

All CLAS personnel are responsible for directing complaints to the Leader, Assessment Services and the Leader, Quality Management System for review and action.

The Leader, Quality Management System acknowledges receipt of the complaint.

When a complaint is made concerning a CLAS client,

  • The Leader, Quality Management System asks the complainant whether the complaint was first addressed to the CLAS client and whether the complainant was satisfied by the CLAS client's response.
  • If the complaint was not first addressed to the CLAS client, the Leader, Quality Management System advises the complainant to direct the complaint to the CLAS client and that their complaint is deemed not valid at this point in time.
  • Otherwise, CLAS deals with the complaint.

The Leader, Assessment Services assigns CLAS personnel to analyse the complaint and assess the validity of the complaint. Where possible the personnel assigned is independent of the subject of the complaint. The Leader, Assessment Services reviews the analysis and decides on the validity of the complaint.

When complaint is deemed not valid, the Leader, Quality Management System informs the complainant.

When complaint is deemed valid, the Leader Assessment Services assigns CLAS personnel to analyse root cause(s) and recommend actions to appropriately address the complaint. Actions depend upon the magnitude of the issue and the risks encountered.

The Leader, Assessment Services or the Leader, Quality Management System reviews the recommended action(s) and assign CLAS personnel to implement the action(s).

The assigned CLAS personnel implement the action(s) and notify the Leader, Quality Management System when completed.

The Leader, Quality Management System responds to the complainant and gives formal notice of the end of the complaint handling process to the complainant. If the complaint takes some time to resolve then the Leader, Quality Management System provides the complainant with progress reports.

The Leader, Quality Management System assesses the effectiveness of action(s) taken.

The Leader, Quality Management System is responsible for maintaining records of all complaints.

Appeals

Policy

If a CLAS client has exhausted all other avenues to resolve an issue with CLAS , they may appeal the issue to the SCC . CLAS addresses all written requests by a CLAS client for reconsideration of any adverse decision made related to their CLAS certification/ SCC accreditation. The Leader, Assessment Services is responsible for the implementation of this policy.

Scope

This policy applies to any appeal. This includes: refusal to accept an application, refusal to proceed with an assessment, corrective action requests, changes in the CLAS scope, decision to deny, suspend and terminate CLAS certification/ SCC accreditation and any other action that impedes the attainment of CLAS certification/ SCC accreditation.

Procedure:

All CLAS clients may appeal an adverse decision made by CLAS or SCC . The appeal must be received in writing (formal letter through regular mail, email to CLAS personnel or clas@nrc-cnrc.gc.ca or contacting SCC directly).

All CLAS personnel are responsible for directing appeals to the Leader, Assessment Services and the Leader, Quality Management System for review and action.

The Leader, Quality Management System will acknowledge receipt of the appeal, informs the CLAS client that the issue will be handled by the SCC and refers the appeal to the SCC .

The Leader, Assessment Services is responsible for assisting SCC with the formal investigation and hearing, if requested by SCC .

Upon notice of an appeal, CLAS personnel are responsible for suspending assessment activities related to the appeal pending the completion of the appeal process and pending confirmation that the customer wishes to proceed with the certification process.

The Leader, Quality Management System is responsible for maintaining records of all appeals.

Contact us

Telephone: 613-991-4059
Email: clas@nrc-cnrc.gc.ca

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