Terms and abbreviations:

IFS: Repository Owner, IFS Desktops

Appeal: Contestation/request made by the certification customer to ATeCQ Certification to reconsider a decision already made regarding this certification.

Call Handling Form

Complaint: is defined as a complaint/manifestation by a customer of dissatisfaction or discontent with the certifying body from which the treatment is requested.

Complaint Management Form

Non-conformity: non-compliance with the defined requirements (procedures, processes) and the requirements of the applicable regulations or standards.

Flowchart

Steps in the procedure

Receipt of Complaint/Appeal:

Please use the forms available on the following pages: "Appeal" / "Complaint".

→ Call Management Form

→ Complaint Management Form

You can also contact us by email or phone:

→ Page contact

In all cases, the call or complaint is recorded in an internal follow-up document.

Acknowledgement of receipt & request for additional information:

By return email, ATeCQ Certification acknowledges receipt of the call or complaint within a maximum of 5 working days and, if necessary, confirms that the certification activities for which it is responsible are indeed related to the complaint or call received and repositions the context accordingly. If necessary, we will ask you for additional information.

In the event that IFS offices receive a complaint directly, when it is communicated to ATeCQ Certification, it must be dealt with and a response given to IFS offices in accordance with the above point.

In the event of non-compliance with the IFS requirements in the conditions for handling complaints, ATeCQ Certification risks various measures described in the framework contract and its annexes:

1. If the complaint relates to the quality of the content of IFS audits or IFS reports, IFS offices ask ATeCQ Certification to provide a statement on the cause and the measures put in place to rectify the problem within 10 working days.
2. If the complaint concerns administrative errors, for example in IFS audit reports, IFS certificates or in the IFS database, ATeCQ Certification must rectify the problem within 5 working days.
3. A written request for an extension may be requested with a valid reason. (by email or by post.)

Collection of information:

ATeCQ Certification receives the complainant's data and is responsible for collecting all the information necessary for the complaint or appeal to reach a decision. The process pilot and/or the department manager concerned by the complaint are informed and may be called upon for the collection of data.

Examination and analysis of the situation. Resolution of the appeal/complaint:

ATeCQ Certification reviews all the documents and data at its disposal, analyzes the situation and resolves the appeal or complaint.

ATeCQ Certification reserves the right, if necessary, to call on an external qualified IFS auditor, or any person not involved in the certification activities related to the complaint or appeal to avoid any conflict of interest.

Any person who has had dealings with the client/complainant cannot participate in the review, nor can he approve the resolution of the complaint or the appeal of that client within 2 years of the closure of the complaint.

Fence:

The decision resulting from the analysis is taken or reviewed by ATeCQ Certification's management.

In the event of a complaint: an initial response must be provided to you within 10 working days of receipt of the complaint.

ATeCQ Certification's management is in charge of resolving the complaint and providing a response to the complainant.

A complete written response will be provided to you once a full and thorough investigation has been completed into the reason for the complaint.

In the event of an appeal: appeals must be finalized within 20 working days from the date of receipt of the information from the audited company.