2. Scope

2.1 It applies to the appeal, complaint and disputation of organizations or individual relevant with CQC certification service.

2.2 The following cases will not be accepted:

2.2.1 The appeal, complaint and disputation taken into legal procedure.

2.2.2 The appeal, complaint and disputation aroused by civil or economic bother.

2.2.3 The appeal, complaint and disputation going beyond CQC operation scope.

2.2.4 The appeal, complaint and disputation which the disputed sides have come to an intermediation agreement, and there are no new situations or reasons.

2.2.5 The appeal, complaint and disputation that are not according with the national laws or regulations.

2.2.6 The appeal, complaint and disputation without proof.

2.2.7 The appeal, complaint and disputation having been worked by the related department.

2.2.8 The appeal, complaint and disputation dominated by the discipline inspection department and supervision organization.

3. Obligation

3.1 CQC Quality Supervision Department is responsible for accepting the appeal, complaint and disputation of all circles, harmonizing, instructing and supervising the appeal, complaint and disputation work of all CQC departments (offices) and appraisal centre.

3.2 The appeal, complaint and disputation lodged to CQC will be investigated by the Quality Supervision Department with other departments (offices) and appraisal center抯 assistance; Quality Supervision Department will table a proposal which will be implemented after authorized by CQC president.

3.3 The Governing Board is responsible for accepting and disposing the appeal and complaint lodged about CQC, and CQC should assist with the investigation and disposal actively.

3.4 People who are involved in the appeal and complaint and who are related with the decision of the original certification should fence with the disposal course for impartiality.

4 Procedures

4.1 Appeal

4.1.1 Appeal means that when the certification state of applicant is influenced directly by CQC抯 decision, the applicant makes a formal statement with discontented.  

4.1.2 Applicant may lodge complaint on the related items of CQC certification service.

4.1.3 The appeal will be accepted within 60 day since the related matter happens.

4.1.4 The appeal should be submitted to CQC Quality Supervision Department in written form.

4.1.5CQC shall implement the relevant investigation and disposal betimes.

4.1.6 If appellant is not satisfied with the result, it may lodge complaint again to the Governing Board, and the Governing Board will dispose it.

4.2 Complaint

4.2.1 Complaint is the formal whine that appellant lodge about CQC certification service.  

4.2.2 All the related organizations or individual may make complaints about morality, behavior and ability of CQC抯 inspection person and personnel, and about the quality of CQC certification service.

4.2.3 Appellant should provide necessary proof and clew for the investigation. The anonymity complaint should be noted and kept by CQC, and be used as reference for improvement. And the signed complaint should be investigated on time by CQC. The department or individual which dispose the complaint should investigate and analyze the complained issue and its cause(which contains the orientation factor in CQC management system), if there is not special reason, it should take proper measure in two months since receive the complaint and reply to the appellant.    

4.2.4 The complaint, reply and the adopted measure all should be authorized by CQC president.

4.2.5 Having disposed the complaint, CQC Quality Supervision Department should pigeonhole and keep the related datum.

4.2.6 CQC should cooperate with the Governing Board for the investigation if the complaint is lodged to the Governing Board.

4.3 Dispute

4.3.1 Disputation means the disagreements in the oral or written form with CQC certification procedure and certification technique of applicant.

4.3.2 The disputation will be accepted within 30 day since the related matter happen.

4.3.3 The complaint should be submitted to CQC Quality Supervision Department in written form.

4.3.4 CQC president or audit centre president should implement the relevant investigation and disposal betimes.

4.3.5 If appellant is not satisfied with the result, it may lodge complaint again to the Governing Board, and the Governing Board will dispose it.

4.4 Disposal of appeal, complaint and dispute.

4.4.1 CQC Quality Supervision Department shall inform of appellant whether accept after receives appeal, complaint and disputation. Having accepted the appeal, complaint and disputation, CQC Quality Supervision Department shall promptly implement the investigation according to the practical situation.

4.4.2 Having been accepted by CQC Quality Supervision Department, the situation investigation, analysis reason and the drawn disposal measure of the appeal, complaint and disputation should be approved by the management representative, and the significant issue should be approved and implemented by CQC president.

4.4.3 If there is no special situation, the disposal result should be informed to appellant and party in two months since receiving the appeal, complaint and disputation, it should be informed to the related party and CQC related department if necessary, so that it can be taken corrective and preventative actions.

4.4.4 Have disposed the appeal, complaint and disputation, CQC Quality Supervision Department should keep the related records.

4.4.5 CQC Quality Supervision Office should submit the disposal to management system audit centre every year.