Complaints
Complaint is an expression of dissatisfaction, other than appeal, by any person or organization, to EIAC, relating to the activities of EIAC or of an EIAC accredited conformity assessment body, where a response is expected.
The EIAC has a documented procedure ''Handling of Complaints" to receive, evaluate and make decisions on complaints. The EIAC shall, where appropriate, ensures that a complaint concerning an accredited conformity assessment body is first addressed by the conformity assessment body.
Anyone who is not satisfied with the services provided by EIAC or its accredited Conformity Assessment Bodies can submit a complaint to EIAC through email: info@eiac.gov.ae
Upon receipt of a complaint, the EIAC confirms whether the complaint relates to accreditation activities that it is responsible for and, if so, deals with it.
The handling process for complaints includes the following elements and methods:
- A process for receiving, validating, investigating the complaint, and deciding what actions are to be taken in response to it;
- Tracking and recording complaints, including actions undertaken to resolve them;
- Ensuring that any appropriate action is taken in a timely manner
The EIAC acknowledges the receipt of the complaint and provide the complainant with progress reports and the outcome by e-mails.
The EIAC is responsible for gathering and verifying all necessary information to validate the complaint.
The EIAC is responsible for all decisions at all levels of the handling process for complaints.
The decision to be communicated to the complainant shall be made by, or reviewed and approved by, individual(s) not involved in the activities in question.
The EIAC gives formal notice of the end of the complaint handling process to the complainant by e-mail.
Investigation and decision on complaints does not result in any discriminatory actions against the complainant
Appeals
Appeal is a request by a conformity assessment body for reconsideration of any adverse accreditation decision such as granting, maintaining, extending, reducing, suspending and withdrawing of accreditation related to its desired accreditation status.
The EIAC has a documented procedure for Addressing the Appeals by the CABs.
The EIAC is responsible for all decisions at all levels of the handling process for appeals. Appeals are handled by the independent committee/person(s) appointed/constituted by the head of Department.
The EIAC evaluates and make decisions on appeals. The investigation and decision on appeals shall not result in any discriminatory actions.
The handling process for appeals includes the following elements and methods:
- A process for receiving, validating, investigating the appeal and deciding what actions are to be taken in response to it;
- Tracking and recording appeals, including actions undertaken to resolve them;
- Ensuring that any appropriate action is taken in a timely manner.
The EIAC is responsible for gathering and verifying all necessary information to validate the appeal.
The EIAC acknowledges receipt of the appeal and provide the appellant with progress reports and the outcome by e-mails.
The decision to be communicated to the appellant shall be made by, or reviewed and approved by, individual(s) not involved in the activities in question.
The EIAC gives formal notice of the end of the appeals handling process to the appellant by email.
The Conformity Assessment Bodies (CABS) can submit an appeal to EIAC through email: info@eiac.gov.ae
