THIRD PARTY COMPLAINTS
For the sake of continuous improvement, PT ANINDYA Certification and Testing (ACT) is very open to complaints from third parties who have interest in the compliance of ACT‘s Clients who have obtained certification from us.
WHO ARE THIRD PARTIES ?
Customer of Certificate Holder
Customer of ACT‘s Clients as the holders of certificate(s) issued by ACT can submit complaints relating to non-compliance on the product(s) certified by ACT.
Badan Standarisasi Nasional (BSN)
BSN can submit complaints regarding violations of regulations relating to accreditation or other provisions made by ACT.
Relevant Regulators
Regulators can submit complaints regarding regulatory violations or nonconformities found based on the results of sampling of product(s) certified by ACT.
Submission of Complaints
Interested third party submits written complaints via email to act@anindya.biz
Validation of Complaints
ACT records and examines submitted complaints.
Forming of Investigation Team
ACT forming an investigation team consisting personnel who were not involved in evaluation and/or decision-making activities.
Investigation of Complaints
The investigation team carries out investigations into complaints submitted to find the root cause of the complaints.
Follow-up to Complaints
ACT takes appropriate preventive corrective action based on the root of the problem found. If the root of the problem lies with the Client, ACT ensures that the Client carries out adequate follow-up. This complaint will be noted in the next surveillance or certification.
Verification
The investigation results and its follow-up were verified by ACT personnel who were not involved in the investigation process and submitted to management for approval.
Communicating of Follow-up Action(s)
The results of the investigation and its follow-up action(s) taken by ACT are communicated to the third party who submitted the complaints to obtain confirmation of their acceptance.
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