Active Business International always tries to maximize client satisfaction. However, we recognize that there are occasions on which clients might feel that matters could have been handled better. We have in place a rigorous Complaints and Appeals Procedure which ensures that all complaints and appeals are handled fairly and promptly, the main points of which are outlined below:

DEFINITION

COMPLAINT:  Expression of dissatisfaction made to an organization related to its service or the complaint handling process itself where a response or resolution is explicitly or implicitly

APPEAL:  Make a serious, urgent and heartfelt request

RESPONSIBILITY  Managing Director / Operation Manager

PROCEDURE

Complaints Process

• Client Organization has the right to complain against assessment / findings on decisions taken by ABI auditor / independent auditor.
• The complaint shall be in writing and an independent investigation shall be carried out by ABI and the findings of the complaint will be intimated to client organization.
• ABI upon receiving the complaint shall be responsible for gathering and verifying all necessary information to validate the complaint.
• ABI shall analyses the root cause and identify the corrective actions needed within 3 weeks. Additional time may be considered for a specific matter or complaint with justification, if required. 3 months is the maximum time frame after the first action taken as the target date for closure of the complaint
• Any complaints received from third party will be forwarded to client regarding and the decision shall be disclosed to third party
• The actions taken by client on these complaints shall be notified and communicated to ABI.
• ABI shall determine, together with the certified client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.
• ABI Shall maintains the record log of complaints

Appeal Process

• ABI shall provide certification services as per accreditation board requirements, impartially, maintaining the necessary competence, transparency and confidentiality during all stages of management certification services, however Client organization have the right to appeal against any decision taken.
• ABI shall be responsible for all decisions at all levels of the appeals-handling process. ABI shall ensure that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions.
• Submission, investigation and decision on appeals shall not result in any discriminatory action against the appellant.
• The appeals-handling process of ABI shall include the following elements and methods:

1. An outline of the process for receiving, validating and investigating the appeal, and for deciding what actions need to be taken in response to it, taking into account the results of previous similar appeals;
2. Acknowledging and resolving discrepancies, including actions taken to resolve them.
3. Ensuring that any appropriate correction and corrective action are taken.

• Upon receiving the appeal ABI shall be responsible for gathering and verifying all necessary information to validate the appeal.
• ABI shall acknowledge receipt of the appeal and shall provide the appellant with progress reports and the result of the appeal.
• The decision to be communicated to the appellant shall be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal.
• ABI shall write to the appellant informing them of the appeal panel decision, within 07 Working days of the decision. During the appeal handling process.
• ABI shall give formal notice to the appellant of the end of the appeals handling process.
• If the appellant does not accept the decision the they may revoke the conditions of contract
• ABI Shall maintains the record log of appeals