Complaint Procedure
MACC CERT has the policy for dealing with complaints and disputes which may relate to criticism of an operator certified by MACC CERT or any other subject like violation of QPM, bribery, corruption, misconduct or unbecoming of CB.
1. The complainant has to submit the complaint to MACC CERT in writing with evidence that supports the allegations or non-compliances with applicable standards.
2. MACC CERT shall adopt the following procedure for investigating complaints:-
a) On receipt of a written complaint relating to the certification, the Administration and Data Management Assistant shall first acknowledge the receipt immediately, register the complaint in the complaint register and refer the complaint matter to the QM.
b) The QM shall examine the complaint and submit a note on the complaint regarding the proposed action to the CEO MACC CERT. CEO will then enquire into the complaint. Needless to mention that all the principles of quasi judicial process will be applicable verbatim into the enquiry of complaint.
c) The copies of all correspondence pertaining to decision on the complaint shall be recorded and properly documented in the master file.
d) Complaints shall be dealt with timely and impartially.
e) When a complaint is resolved, a documented resolution shall be made.
f) The complainant shall be informed of the general outcome of the complaint in a way which does not prejudice the confidentiality of the party concerned. If final disposal is not possible, the complainant will be sent an interim reply within 30 days from the receipt of complaint.
Details are available on request by clicking on Request Button.