As per ISO 17029:2019 Requirements
BMQR Certifications Pvt Ltd.
BMQR Certifications Pvt Ltd. (BMQR) is committed to providing validation and verification
services with the highest standards of impartiality, competence, and transparency. We
have established a structured, fair, and confidential process to handle complaints and
appeals, in compliance with ISO 17029:2019 Clause 9.8 and 9.9.
Scope
This policy applies to:
1. Complaints related to the conduct of BMQR’s staff, verifiers, validation/verification
processes, or decisions.
2. Appeals against decisions made by BMQR regarding validation/verification conclusions (e.g., rejection, non-conformance, scope limitation).
Principles
Our process is based on the following principles:
1. Fairness and Transparency
2. Confidentiality and Non-retaliation
3. Impartiality and Objectivity
4. Timeliness and Documentation
Definitions
1. Complaint: A written expression of dissatisfaction (other than an appeal) by any party related to BMQR’s services or personnel.
2. Appeal: A formal request by a client to reconsider a decision made by BMQR regarding validation or verification activities.
How to Submit a Complaint or Appeal
Step 1: Submission
All complaints and appeals must be submitted in writing via:
Email: connect@bmqr.com
✉️ Postal: BMQR Certifications Pvt Ltd., No.5, Second Floor, Sathyamoorthy Road Thiruvalleeswarar Nagar, Thirumangalam, Anna Nagar West, Chennai – 600 040. Tamilnadu, India
Include:
Your name and contact details
Nature of the complaint or appeal
Relevant dates and documentation
Any supporting evidence or reference numbers
Acknowledgement and Tracking
A formal acknowledgment will be sent within 5 working days.
Each complaint or appeal is assigned a unique reference number for tracking.
The process is recorded and handled under strict confidentiality protocols.
Complaint Handling Procedure (as per ISO 17029:2019, Clause 9.8)
1. Initial Review by Quality Manager to confirm eligibility.
2. Assignment to a responsible officer not involved in the original activity.
3. Investigation through interviews, document reviews, or re-evaluation.
4. Decision communicated in writing within 30 working days (or extended with justification).
5. Corrective actions taken where necessary.
6. Closure recorded in the Complaints Log.
Appeals Handling Procedure (as per ISO 17029:2019, Clause 9.9)
1. Formal Receipt of the appeal.
2. Review by the Appeals Committee, comprising impartial members not involved in the original decision.
3. Opportunity given to appellant to present their case.
4. Decision communicated in writing within 30 working days (or extended with justification).
5. Decision issued within 45 working days, with reasons and outcome.
6. Decision on appeal is final and closes the appeal process.
Confidentiality and Impartiality
1. The identity of complainants/appellants is protected unless disclosure is legally required.
2. BMQR ensures that complaints and appeals handling personnel are independent of the subject matter.
3. No discriminatory action is taken against complainants or appellants.
Review and Continuous Improvement
1. All complaints and appeals are reviewed during management reviews.
2. Trends are analyzed to identify systemic issues and drive continual improvement.