nabl 132

NABL 132

NABL

NATIONAL ACCREDITATION BOARD FOR TESTING AND CALIBRATION LABORATORIES

PROCEDURE for

DEALING WITH COMPLAINTS

ISSUE NO : 04 ISSUE DATE: 01.09.2008

AMENDMENT NO : 00 AMENDMENT DATE: --

AMENDMENT SHEET Sl

Page Clause Date of No. No. Amendment

Amendment made

Reasons

Signature QM

Signature Director

1

2

3

4

5

6

7

8

9

10

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 1/ 8

CONTENTS Sl.

Chapter

Page No.

Amendment Sheet

1

Contents

2

1.

Introduction

3

2.

Purpose

3

3.

Scope

3

4.

Responsibility

3

5.

References

4

6.

Procedure

4

6.1

Receipt of Complaints

4

6.2

Investigation of Complaints

4

6.3 7.

6.2.1

Procedure for Laboratories

Dealing

with

Complaints

against

6.2.2

Procedure for Dealing with Complaints against Accreditation Committee Members and Assessors

5-6

6.2.3

Procedure for Dealing with Complaints against NABL Officials

6

Reports of Complaints and Other Related Actions

5

7

Records

7

Form 26A

8

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 2/ 8

PROCEDURE FOR DEALING WITH COMPLAINTS

1.

INTRODUCTION

1.1

NABL is open to receiving complaints from any sources against the quality of the services provided, personnel involved in accreditation process, Accredited / Applicant Laboratories, etc. All the complaints received, through any means like letters, e-mails, faxes, telephones (to be followed by written complaints), are given due considerations.

Reports appearing in media may also be investigated, if relevant. All complaints are treated as confidential unless desired otherwise by the Government or by law.

2.

PURPOSE

2.1

The document describes the procedure for dealing with complaints received from various sources.

3.

SCOPE

3.1

This procedure includes handling of all complaints received by NABL - against the quality of the services provided, personnel involved in accreditation process, Accredited / Applicant Laboratories, or any other.

3.2

This procedure covers complaints received vide any of the means like letters, e-mails, faxes, telephones (to be followed by written complaints), even relevant references appearing in print media.

4.

RESPONSIBILITY

4.1

Primary responsibility for handling of complaints rests with the Complaints & Appeals Officer. He may involve any other NABL Officers / Staff in the complaint investigation process with the approval of Technical Operations Manager, NABL.

4.2

Technical Operations Manager, NABL is responsible for monitoring of complaints and is also responsible for final decision on closure of the complaint.

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 3/ 8

5.

REFERENCES

5.1

Quality Manual Clause No. 5.9.

5.2

Procedure for Control of Non-Conformities and Corrective Action (NABL 012).

5.3

Procedure for Conduct of Management Review (NABL 012).

6.

PROCEDURE

6.1

Receipt of Complaints

6.1.1

All complaints received in NABL shall be channeled to the Complaints & Appeals Officer who maintains record pertaining to all complaints including important dates like date of receipt, date of acknowledgement, date of closure or final disposal in form 26A.

6.1.2

Immediately on its receipt the same shall be acknowledged with the assurance that NABL will be investigating the complaint and informing the complainant of the outcome at the earliest. Anonymous complaints shall also be registered if prima-facie they appear to be valid and having some substance.

6.1.3

All complaints shall undergo initial scrutiny by the Complaints & Appeals Officer to determine whether they fall within the ambit of NABL activities and whether they are valid, based on which any of the following action shall be taken. a)

If a complaint is outside the ambit of NABL activities, the complainant shall be informed accordingly and the complaint shall be treated as closed.

b)

If information provided in the complaint is inadequate for any meaningful follow-up and the complainant is not able to provide minimum required information such complaints shall also be treated as closed and the complainant shall be informed accordingly.

c)

If the complaint clearly falls within the ambit of NABL activities and appears to be valid, the initial information provided is sufficient for initial investigation the same shall be taken up for further action.

6.2

Investigation of Complaints Complaints received by NABL broadly fall in three categories: a) Complaints against laboratories, b) Complaints against Accreditation Committee Members and Assessors, and c) Complaints against NABL Officials.

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 4/ 8

Procedure for dealing with each category of complaints is given below: 6.2.1

Procedure for Dealing with Complaints against Laboratories

6.2.1.1 To deal with a complaint against a laboratory, the Complaints & Appeals Officer shall discuss the complaint with the concerned Accreditation Officer dealing with that laboratory.

6.2.1.2 The Complaints & Appeals Officer where appropriate shall give opportunity to the laboratory to address the complaint. When this is not appropriate, the officer may seek clarifications from the laboratory and if required may depute NABL representative or an assessor or an expert with the approval of Technical Operations Manager, NABL to the laboratory to investigate the matter. All expenses related to investigation shall be borne

by NABL 6.2.1.3 The officer shall place the findings of the investigation along with the recommendation on action to be taken against the laboratory, if necessary to Technical Operations Manager.

The Technical Operations Manager, NABL if necessary may consult the

Director, NABL or the appropriate Accreditation Committee and take decision.

6.2.1.4 NABL shall inform the laboratory to take necessary corrective action that shall be verified

by NABL either immediately or in subsequent audit. In case of any violation of NABL Terms and Conditions for Maintaining Accreditation (NABL 131) or non cooperation with the investigation process, accreditation status of the laboratory may be put under abeyance / suspension/ withdrawal as per NABL norms/procedures.

6.2.1.5 The complainant shall be informed about the action taken by NABL. 6.2.1.6 If the complaint is found invalid, the complainant as well as the laboratory shall be informed accordingly.

6.2.1.7 The concerned Accreditation Officer of the laboratory shall also be informed about the decision / action taken.

6.2.2

Procedure for Dealing with Complaints against Accreditation Committee Members and Assessors

6.2.2.1 An ad-hoc Committee consisting of Complaints & Appeals Officer and the Training Officer shall investigate the complaint in case of complaint against assessor. In case of complaint against Accreditation Committee member, the ad-hoc Committee shall consist of the Complaints & Appeals Officer and the Convener of concerned Accreditation Committee. The committee may seek clarification from laboratory, assessors or other persons who may have knowledge about the matter contained in the complaint.

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 5/ 8

6.2.2.2 The committee shall submit their findings to Technical Operations Manger, NABL for his decision. The Technical Operations Manager, NABL if necessary may consult the Director, NABL or the appropriate Accreditation Committee and take decision.

6.2.2.3 In case of valid complaints action taken by NABL may involve feedback for corrective action followed by monitoring, warning against future recurrence and in extreme case, deletion of the assessor from the empanelled list or removal of Accreditation Committee member from the committee.

6.2.2.4 The outcome of the investigation shall be informed to the complainant.

6.2.2.5 A brief summery of nature of the complaint, outcome of the investigation and action taken shall be added to the monitoring information regarding the concerned Assessors or Accreditation Committee member.

6.2.3

Procedure for Dealing with Complaints against NABL Officials

6.2.3.1 When the complaint is against an NABL Officer, he / she shall not be involved in investigation process either directly or indirectly.

6.2.3.2 All such complaints shall be brought to the notice of Director / Technical Operations Manager, NABL. The Technical Operations Manager shall seek clarification from the person concerned. If an investigation is required, he may delegate it to an ad-hoc committee consisting of one or more suitable persons. The findings of the committee shall be placed before the Director, NABL for his decision.

6.2.3.3 If the complaint is found to be valid, Technical Operations Manager, NABL shall ask the concerned staff to take required corrective action. This information shall also be filed in performance review record of the concerned staff. In extreme case the decision may involve a punishment including a dismissal of the concerned staff in which case NABL Staff Rules and Bye –laws shall be followed.

6.2.3.4 The complainant shall be informed about the outcome of the complaint and action taken

by NABL if any.

6.2.4

If the complaint is against the Director NABL or Technical Operations Manager, NABL the matter will be brought to the notice of the Chairman, NABL.

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 6/ 8

6.3

Reporting on Complaints and Other Related Actions

6.3.1

As an outcome of investigation of complaint and root cause analysis if any corrective action is felt necessary the Complaints & Appeals Officer shall inform the Quality Officer and corrective action shall be initiated by Quality Officer in line with the requirements of Procedure for Control of Non-Conformities and Corrective Action (NABL 012).

6.3.2

All records pertaining complaints shall be maintained up to date by the Complaints & Appeals Officer. The status of complaints shall be reported to the Technical Operations Manager, NABL, who is responsible for monitoring of complaints.

6.3.3

The Complaints & Appeals Officer shall analyze all the complaints and their outcome for possible trends. The complaints received, their handling and the corrective actions taken shall be discussed as one of the agenda items in the internal analysis and review meeting under the chairpersonship of Director, NABL. The analysis of complaints then shall be placed before NABL Governing Body for management review.

7.

RECORDS

7.1

Complaints record in Form 26A.

7.2

Complaints

file

is

maintained

by

Complaints

&

Appeals

Officer,

where

all

correspondence in respect of complaints received, the Director’s / Technical Operations Manager’s decisions, and any other relevant documents are filed date-wise.

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 7/ 8

NABL COMPLAINTS REGISTER Sl.

Date Received

Name and address of Complainant

Nature of Complaint (brief)

(Form 26A)

Classification of complaint

Date of Acknow

Outcome

Date Signed off

National Accreditation Board for Testing and Calibration Laboratories Doc. No: NABL 132 Issue No: 04

Procedure for Dealing with Complaints Issue Date: 01.09.2008 Amend No: 00

Amend Date: --

Page No: 8/ 8

National Accreditation Board for Testing and Calibration Laboratories 3rd Floor, NISCAIR 14, Satsang Vihar Marg New Mehrauli Road New Delhi – 110 067 Tel.: 91-11 26529718 – 20, 26526864 Fax: 91-11 26529716 Website: www.nabl-india.org