How to handle complaint as per NABL-ISO-IEC 17025:2017

The Complaints Manager where appropriate shall give opportunity to the CAB to address the complaint. When this is not appropriate, the officer may seek clarifications from the CAB and if required may depute NABL representative or an assessor or an expert with the approval of CEO, NABL to the CAB to investigate the matter. All expenses related to investigation shall be borne by NABL.

The Complaint Manager shall analyze the findings of the investigation. If the investigations reveal serious concerns with respect to wrong representation of scope of accreditation, willful and/ or repeated misuse of NABL symbol etc. or in case of non-cooperation with the investigation process, the adverse decision shall be taken as per NABL 216.

Complaint Manager shall proceed further for implementation of the adverse decision as per NABL 216 through the Core Accreditation Committee. If the CAB is suspended/ debarred, the procedure as per NABL 216 shall be followed for the re-enrollment by dealing officer in close coordination with Complaints Manager.

The complainant shall be informed about the action taken by NABL.

If the complaint is found invalid, the complainant as well as the CAB shall be informed accordingly.

The concerned dealing officer of the CAB shall also be informed about the decision / action taken.

Complaints record shall be maintained in Form 26A.

Complaints file is maintained by Complaints Manager, where all correspondence in respect of complaints received, decisions, and any other relevant documents are filed date-wise.