Complaints and appeals

Inspección y Certificación Global, C.A. receives, records, validates and handles complaints and appeals, and decides on them, in accordance with its internal Complaints and Appeals procedure ICG.P.QA.006. Clients and interested parties may submit any dissatisfaction with a service through our website www.icglobal.com.ve. All complaints and appeals received are handled confidentially and impartially, without discrimination of any kind.

Inspección y Certificación Global, C.A. receives all “Complaints/Appeals” submitted in writing (by email, letter, fax or through the website). The technical director, or a person designated by him, then acknowledges receipt of the complaint or appeal within no more than 2 working days and keeps the complainant regularly informed throughout the process and of the results of its handling. The complaint is also recorded on form ICG.F.QA.137 “Nonconformities / corrective / preventive action”.

The person responsible for handling the complaint arranges the investigation of the case, gathering and verifying information to confirm whether the complaint relates to services provided by the company and for which it is responsible. If this is confirmed, the complaint is validated and investigated; the findings are documented on ICG.F.QA.137 “Nonconformities / corrective / preventive action” and handled as set out in the Corrective Actions procedure ICG.P.QA.010 and the Preventive Actions procedure ICG.P.QA.50.

Appeals are referred to the technical director and the managing director of ICGLOBAL and must also be sent to the CDGC for registration on form ICG.F.QA.007 “Nonconforming Product”, where the box corresponding to an appeal is ticked according to the classification. The technical director must send an initial communication within no more than 3 working days of acknowledging receipt of the appeal, stating that the handling process has started, the next steps, the name of the contact person for the case and that the appellant will be notified.

After the appeal has been received and registered, the technical director must appoint the group of people or appeals committee responsible for handling the appeal, who start the investigation and analyse whether the appeal is admissible.

The findings are recorded on ICG.F.QA.137 “Nonconformities / corrective / preventive action” and handled as established in the Corrective Actions procedure ICG.P.QA.010. There are 30 days to carry out the investigation and respond. If the investigation finds that the appeal is upheld, the appellant is informed and a written report is prepared setting out the conclusions and the actions taken as determined through ICG.P.QA.010 Corrective Actions.

If the investigation concludes that the appeal is not related to ICGLOBAL’s inspection activities or that there is no nonconformity, the client is formally informed in writing of the closure of the appeal process, the investigation carried out and the reasons why the appeal is not upheld.