GIC Vietnam receives and handles appeals and complaints relating to assessment, certification and verification/validation activities through a transparent, impartial and confidential process. Submission of an appeal or complaint shall not result in any discriminatory or adverse treatment of the party submitting it.
A request by a party for GIC Vietnam to reconsider a decision it has made relating to the subject of conformity assessment, for example a certification decision or a verification/validation result.
An expression of dissatisfaction, other than an appeal, relating to GIC Vietnam's activities or services, where a response or resolution is expected.
Matters That May Be Submitted
- Conclusions of an audit team or verification/validation team.
- Certification decisions such as initial certification, extension, reduction, suspension or withdrawal of certification.
- Verification/Validation Statements or Opinions, including their content, decisions to issue or not issue them, amendment or withdrawal.
- Other complaints relating to GIC Vietnam's activities, services or manner of performance.
Handling Process
Submit the appeal or complaint to GIC Vietnam in writing, clearly describing the matter concerned and providing relevant information and supporting evidence.
Appeals: within 30 daysGIC Vietnam records the request and sends a written or email acknowledgement to the submitting party.
Within 03 working daysGIC Vietnam determines whether the matter falls within its responsibility and notifies the submitting party whether the request is accepted or rejected for further handling.
Within 01 weekIndependent personnel collect and verify information and review records, evidence and explanations in order to reach an appropriate conclusion.
Target: within 01 monthThe outcome is communicated in writing, including the final conclusion and the basis or reasons for the decision.
Within 05 working daysPrinciples for Handling Appeals and Complaints
Persons reviewing, investigating or deciding on an appeal or complaint shall not have been directly involved in the activity or decision that is the subject of the appeal or complaint, in accordance with applicable requirements.
Information concerning the submitting party and the subject of a complaint is treated as confidential, except where disclosure is required by law or a competent authority.
Submission of an appeal or complaint shall not result in discriminatory treatment or inappropriate disadvantage to the client in subsequent activities.
Please refer to the official document for full details of responsibilities, handling steps, timeframes, record retention and other applicable requirements.
Giang Vo Ward, Hanoi
