Our Services
FEEDBACK, COMPLAINTS AND APPEALS
FEEDBACK
We welcome feedback about ACS Registrars Malaysia Sdn. Bhd. and our activities or about ACS Registrars Malaysia Sdn. Bhd. customers and their activities, whether it is an expression of satisfaction or a complaint. Any information on instances of misuse of the Mark or misleading references to certification or accreditation is also welcomed.
COMPLAINT
Complaints about ACS Registrars Malaysia Sdn. Bhd. or our customers
We always aim to maintain the highest standards of service. However should you find it necessary to complain about us or about one of our customers, we will follow the process outlined below to investigate your complaint. Complaints to ACS Registrars Malaysia Sdn. Bhd. should be addressed to the Managing Director or to info@my-acsrm.com if not an ACS Registrars Malaysia Sdn. Bhd. customer.
* Complaints should normally be submitted in writing to ACS Registrars Malaysia Sdn. Bhd.
* All complaints will be logged if we have the name and organisation/address of the complainant. Where a complainant prefers to remain anonymous, the complaint can be logged provided the feedback is specific and factual.
* We will acknowledge receipt of all complaints within 5 working/business days and provide a date when we will next make contact, the name of the investigating officer and the feedback log number.
* All complaints are investigated and followed through to a conclusion. We will record and track each instance and log the outcome.
* We will ensure that a complainant is kept informed of progress on their complaint.
* On completion of the investigation into a complaint, we will inform the complainant of the outcome and the corrective action, where necessary, and if the action has been or is being taken.
* For serious unresolved complaints, the complainant or ACS Registrars Ltd can request an independent review of the complaint. This request must be made in writing to, and will be considered by, the Chief Executive.
APPEALS
An applicant or client may formally request ACS Registrars Malaysia Sdn. Bhd. to reconsider any adverse decision ACS Registrars Malaysia Sdn. Bhd. has made related to its desired accreditation status (or recommendation for notified body status), by submitting an appeal in writing to ACS Registrars Malaysia Sdn. Bhd. Chief Executive within one month of the date of the decision.
Adverse decisions include
* Refusal to accept an application
* Refusal to proceed with an assessment
* Corrective action requests
* Changes to certificated scope
* Decisions to deny, suspend or withdraw accreditation (or recommendation for notified body status), and
* Any other action that impedes the attainment of accreditation (or recommendation for notified body status)
Any decision that is the subject of an appeal will remain in force until a change is agreed at the end of Stage 1 or Stage 2 of the process.
The ACS Registrars Malaysia Sdn. Bhd. process for managing an appeal is a two-stage process as follows.
Stage 1
* We will acknowledge the appeal within two working/business days of receipt.
* We will appoint a senior manager within ACS Registrars Malaysia Sdn. Bhd. , who is has not been directly involved in the assessment or decision-making process for the appellant organisation, and who is familiar with the relevant ACS Registrars Malaysia Sdn. Bhd. requirements and processes, to investigate the appeal.
* The investigation will be completed and the appellant informed of the decision within 12 working days of acknowledgement of receipt.
* If the appeal is upheld, ACS Registrars Malaysia Sdn. Bhd. will take appropriate corrective action to change the decision and address any issues.
Stage 2
* The appellant or ACS Registrars Malaysia Sdn. Bhd. may request that an Appeal Review Panel (ARP) is appointed to further consider the appeal. The request must be received within 3 months of the notification of the outcome of the first stage of the appeal, after which the appeal will be closed.
* The ARP will consist of the Chief Executive Officer and two members nominated by the Chief Executive Officer and drawn from the Members of ACS Registrars Malaysia Sdn. Bhd. and/or the Impartiality Committee. ARP members shall have no commercial interest in the appeal being considered and shall not have been personally involved in any matters relating to the appeal.
* The appellant may object once to the membership of the ARP, after which the Chief Executive Officer of ACS Registrars Malaysia Sdn. Bhd. will select a replacement member(s).
* If the ARP determines it necessary, a hearing will be held at which both the appellant and ACS Registrars Malaysia Sdn. Bhd. will present their case. Experts and witnesses may also be called to attend the hearing. Any supporting documentation from the appellant must be submitted to the Chairman of the ARP at least 5 working days ahead of the hearing.
* The ARP will consider the evidence and make a recommendation to the Chief Executive Officer of ACS Registrars Malaysia Sdn. Bhd. , within one month of receipt of the request for an ARP.
* The Chief Executive Officer of ACS Registrars Malaysia Sdn. Bhd. will make the final decision and inform the appellant of the outcome of the appeal, within 3 working/business days of receipt of the recommendation from the ARP and appropriate action will be taken. A copy of the Conclusions and Recommendations of the Appeal Review Panel will be provided to the appellant.
The appellant may withdraw the appeal at any time during the process. If for any reason an appeal is withdrawn, we will not accept a future appeal on the same grounds.