Impartiality
The purpose of management system certification is to give the public and interested parties confidence that a QAICPL certified organisation fulfils specified requirements. That confidence depends on competent management and audit personnel, impartial decisions, perceived impartiality and the avoidance of conflicts of interest.
QAICPL follows the principles of ISO/IEC 17021-1:2015 and appoints independent impartiality committees to safeguard impartiality. Impartiality risk assessment is conducted annually, including review of certification activities, contracts and potential conflicts of interest. Conflict of interest and objectivity requirements are addressed through orientation training and contractually binding agreements.
Certification Status
QAICPL makes information about client certification status publicly accessible. Enquiries may be made through QAI Certification to verify whether a certificate is current, suspended, withdrawn or otherwise valid.
Suspension Policy
QAICPL does not suspend certified clients unless there is a valid reason, such as a major violation of the applicable standard or certification rules. While under suspension, certification of the client's management system is invalid until the suspension is lifted.
Appeals Process
If a certified client has a certification dispute that cannot be resolved with the auditor, the appeal should be submitted in writing to the Certification Manager or Managing Director.
After an appeal is received, an independent appeals panel will be appointed. The panel will be independent of the issue under consideration. A meeting will be arranged as soon as practicable, evidence will be heard in confidence, and the panel will issue a final written decision to the appellant.
Complaint Process
QAICPL takes complaints about itself and its certified clients seriously. Complaints about QAICPL should be submitted in writing to the Certification Manager or Managing Director. QAICPL will seek to understand the concern fully, handle the matter fairly and promptly, keep the complainant informed of progress and respond after investigation.
Complaints about a certified client should also be submitted in writing. Once QAICPL confirms that the client is certified by QAICPL, it will ensure appropriate actions are being taken and confirm how the issue has been dealt with during a subsequent audit or verification. These complaints may take longer to fully resolve.
Public Knowledge of Complaint
QAICPL will not make complaints about itself or its clients public unless required by a court of law.