Complaints & Appeals
Outline of KAB complaints and appeals handling procedures
The figure above shows the outline of KAB procedures for handling complaints and appeals.
Appeal means a request by a conformity assessment body for reconsideration of any adverse accreditation decision of KAB related to its desired accreditation status. Adverse accreditation decision can include KAB’s decision on the following four cases.
- Refusal of accreditation
- Refusal or
- Suspending or
Complaint is distinguished from appeal because it is not related to KAB accreditation decision. It means an expression of dissatisfaction to KAB, relating to the activities of KAB or of a KAB accredited conformity assessment body, where a response is expected.
Submission of Complaint or Appeal
For quicker and clearer handling, complaint or appeal must be documented and be submitted to KAB. Submissions can be made by hand, mail or e-mail.
Object and content of complaint or appeal must be as specific as possible, for smooth handling and action from KAB. If any, relevant information or materials are recommended to be submitted together.