VN PHNG CNG NHN CHT LNG

Bureau of Accreditation (BoA)

TH TC KHIU NI
COMPLAINTS
M s/Code: AP 02
Ln ban hnh/Issued number: 6.11
Ngy ban hnh/ Issued date: 11/2011

Th tc phn nn
Complaints

1.

1.

Mc ch
m bo cc phn nn c gii
quyt mt cch nhanh chng, khch
quan v ng n.

2.

4.

AP 02

This document specifies the procedure

of solving complaint in accreditation
activity to ensure a timely, independent
and effective resolution of complaints.

2. Definition of terms:

Thut ng:
Khiu ni: s th hin vic khng
bng lng, khng phi l yu cu xem
xt li, ca ngi hoc t chc bt k
lin quan n cc hot ng ca
VPCNCL (nh, cc th tc hnh chnh
ca VPCNCL, tc phng lm vic ca
cn b VPCNCL) v cc hot ng
lin quan ca cc t chc c
VPCNCL cng nhn.

3.

Objectives

Complaints:
expression
of
dissatisfaction, other than appeal, by
any person or organization regarding
the BoA accreditation administration
procedures ( such as, the general BoA
administration operations, or the
behavior or attitude of the BoA
administration staff or accreditation
assessors) and regarding accredited
bodies activities.

3. Scope

Phm vi
Cc ph bnh, ngh, kin phn nh
t cc t chc ng k cng nhn, t
chc c cng nhn, cc bn lin
quan hoc bt k bn th ba quan tm
n dch v cng nhn ca VPCNCL.

Any comment, suggestion or opinion

expressed
by
applicant
bodies,
accredited bodies, interested parties, or
any third party on matters concerning
BoA accreditation services.

Khiu ni lin quan n t chc

c cng nhn trc ht phi c t
chc c cng nhn x l. Trng
hp bn phn nn khng tha mn vi
quyt nh ca t chc ny, phn nn
s c gi ln Vn phng cng nhn
cht lng.

A complaint concerning an accredited

body is first addressed by the body. If
the accredited body was not satisfied for
a decision of the accredited body then
the complaints will be sent to the BoA.

Trch nhim

4. Responsibility

Gim c Vn phng cng nhn cht

lng hoc ngi uc u quyn c
trch nhim kim sot vic thc hin
th tc ny.

Director of BoA or appointed person has

the responsibility to control the
implementation of this procedure.

Tt c nhn vin Vn phng Cng

nhn Cht lng v nhng ngi c
lin quan ti hot ng nh gi cng
nhn c trch nhim thc hin th tc
ny.

All staffs of BoA and people related to

accreditation assessment activity have
duty to implement this procedure.

Ln ban hnh: 6.11

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Th tc phn nn
Complaints

5.

Ni dung

5. Content

5.1

Cn b Ph trch khch hng l u

mi tip nhn khiu ni.

5.1 The customer group head is the contact

point for complaint acceptance.

5.2 Khiu ni c th qua cc hnh thc in

thoi, fax, email hoc th c ti
VPCNCL. Khiu ni phi nu r tn
ngi, tn t chc, nhng c nhn lin
quan n khiu ni v vn ca
khiu ni. VPCNCL khng chp nhn
cc khiu ni nc danh hoc cc khiu
ni khng nu l do hoc khng vin
dn bng chng.

5.2 A complaint may be submitted by

phone, fax, e-mail or letter addressed to
the BoA. The complaint shall state the
full name and organization, the
person(s) concerned in the complaints.
The BoA shall not accept anonymous
complaints or complaints that do not
state valid reasons or show supporting
evidence.

Khi tip nhn khiu ni, cn b Ph

trch khch hng ghi nhn thng tin
vo biu mu Theo di x l khiu
ni- AF02.01 v bo co Gim c
VPCNCL.

On receiving information of complaints,

office staff shall take notes completely
in the form "Complaint solving" AF
02.01 and report to BoA Director.

Vi khiu ni bng vn bn ( cng

vn, th in t), trong 5 ngy lm
vic, Gim c Vn phng cng nhn
cht lng phi c thng bo chnh
thc cho c nhn/ t chc c khiu ni
v vic tip nhn v thi gian d kin
gii quyt.

For the complaint submitted by

document ( fax, email, letter), within 5
working days, the Director of BoA shall
have official notification to body having
complaint, expected time to solve it.

5.3 Mi khiu ni u c Gim c Vn

phng cng nhn cht lng gii
quyt. Ty thuc vo tng trng hp
v vn xy ra, Gim c Vn phng
ch nh ngi iu tra s tht ca
khiu ni. Ngi c phn cng iu
tra phi m bo khng c mu thun
lin quan n vn phn nn. Trong
qu trnh iu tra, c th gp g vi
cc bn lin quan xc minh cc
thng tin cn thit lin quan n khiu
ni, nu cn.

5.3 Every complaint shall be solved by BoA

Director. Depending on the case and the
problem, Director will assign personnel
to investigate the allegations made. The
investigator selected shall not have a
conflict of interest involving the
complaint. When necessary, it may be
meeting with related bodies to verifying
indispensable information relating to the
complaints.

Thng tin iu tra c ghi nhn trong

biu mu theo di gii quyt khiu
ni AF 02.01.

The investigated information shall be

recorded in the form Complaint
solving" AF 02.01.

Nu khiu ni l chnh xc, Gim c

Vn phng s phn cng nhn s thc
hin hnh ng khc phc/ phng
nga.

If the complaint is correct, Director of

BoA will assign personnel to take a
corrective action/ preventive action.

AP 02

Ln ban hnh: 6.11

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Th tc phn nn
Complaints

In the dealing with complaint, the

corrective action/ preventive action shall
be conducted according to Corrective
action/ preventive action procedure AP
06 and recorded in the "Complaint
solving" AF 02.01.

Trong qu trnh x l phn nn, cc

hnh ng khc phc/ phng nga
(nu yu cu) c thc hin theo th
tc Hnh ng khc phc/ phng
nga AP 06 v ghi nhn trong biu
mu trong biu mu Theo di gii
quyt khiu ni AF 02.01.

6.

Hng dn, biu mu p dng

6. Form

AF 02.01 Theo di gii quyt khiu

ni

7.

H s

7.

Cc ti liu lin quan n qu trnh

tip nhn, iu tra, x l khiu ni
c lp thnh h s v bo co trong
phin hp thng nin ca Ban t vn
hot ng cng nhn

AP 02

AF 02.01 Complaint solving

Ln ban hnh: 6.11

Record
Every complaints and related documents
are recorded, and kept in Complaint/
Appeal record and reported on annually
meeting of The Advisory Board.

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