Process
A structured certification process designed to provide consistent and transparent assessment.
Certification Process
Our Processes for Granting, Refusing, Maintaining, Renewing, Suspending, Restoring or Withdrawing Certification
ARL Middle East operates to guidelines of our management system, through the adoption and utilization of the "Certification Committee" to safeguard the integrity of every registration certificate issued by our company.
Key Milestones for Certification Activities:
- Enquiry/ Application
- Stage 1 audit of customer preparedness
- Stage 2 compliance audit to the assessment standard sought
- Certification recommendations
- Ongoing surveillance and rectification at cycles determined by the registration standard applied
Should there be any issues arising as a consequence of a customer failing to meet or maintain compliance to audit processes or otherwise not following the conditions of the "Scheme Regulations" of ARL Middle East, then we retain the right to implement such measures to the benefit of other holders of our certification.
Refusing, Suspending, Withdrawing or Restoring Certification:
Further to the certification process referenced above should, after review of the client's application and audit of the management system or applicable certification procedures, ARL Middle East not be satisfied then it retains the right to refuse, suspend or withdraw certification. Sufficient explanation shall be provided to the client as to the decision which would be made by our Certification Committee.
The Process for Implementing Restrictions:
- Notification of parties involved
- Summary of issues or non-conformance
- Review by the Certification Committee
- Notification of outcomes to customer
- Opportunity to appeal
Should suspension or withdrawal of certification result from a client not undertaking annual assessment activity as required by appropriate standards, notification may not be provided as certification documentation will expire automatically.
In all cases, the decision of an Appeals Committee is final as defined within the Scheme Regulations and internal procedures for handling of an appeal. The Certification Committee would also be responsible for the restoring of certification should appropriate rectification be realized by the client company and in line with the guidelines outlined in 17021 standard series.
Expanding or Reducing the Scope of Certification:
Should a client wish to expand or reduce the scope of their ARL Middle East registration then they should contact ARL Middle East for further detailed guidance as the process would vary dependent on numerous circumstances. Applications could result in the requirement for a special audit to confirm conformity of any additional activities on a client's scope.
Appeals and Complaints
Our Processes for Handling Requests for Information, Complaints and Appeals
ARL Middle East shall provide upon client request (by any of its communication means) information about:
- Geographical areas in which it operates
- The status of a given certification
- The name, related normative document, scope and geographical location (city and country) for a specific certified client
Complaints Procedure:
ARL Middle East recognizes that the client may have some reservations or may not agree with the conduct of auditor, audit findings, certification committee decision and/or overall interaction with ARL Middle East staff.
The Complaint Process:
- The complaint may be received by any of the marketing staff. The staff member shall fill the Incident report recording all the information and details of the complaint.
- The filled report shall be submitted to Quality Manager for further action.
- We shall contact (telephone, email, letter) the client to acknowledge the receipt of information within 5 working days of receipt.
- Our Quality Manager shall understand the issue in details from the source (to avoid any error in writing the report). The Quality Manager may decide to personally meet the initiator, depending on the gravity and seriousness of issue.
- We will validate the complaint and analyse the issue to determine if there is system error or person error. We shall determine the root cause and determine correction, corrective action.
- The correction is effected immediately to satisfy the complainant.
- Quality manager shall communicate with the complainant at the end of the procedure detailing the findings and to formally close the complaint.
Appeals Procedure:
In case of an appeal made by a client against a decision made by auditor, Lead auditor or certification committee:
- The appeal shall be recorded by Quality Manager and forwarded to Appeal committee.
- Appeal committee shall review the appeal, investigate (which may include discussion with concerned client, respective auditor/lead auditor and review of audit report).
- Appeal committee may also direct any other lead auditor to visit the site and determine the validity of the appeal.
- The decision taken by Appeal committee shall be communicated to the client and to Quality Manager for necessary action.