Impartiality Policy
VSL is committed to the concept of Impartiality and the importance thereof when managing conflicts of interest and to ensure objectivity when carrying out our inspection activities.
Impartiality is the actual and perceived presence of objectivity. Objectivity means that conflict of interest do not exist or are resolved so as not to adversely influence the activities of VERICORE.
Synonyms that are useful in conveying the element of impartiality are: objectivity, independence, freedom from conflicts of interest, freedom from bias, and lack of prejudice, neutrality, fairness, open-mindedness, even- handedness, detachment and balance.
Being impartial, and being perceived to be impartial, is necessary for VSL to be able to deliver a credible verification service that provides confidence to our clients, the public and all other entities in the country.
It is recognized that the main source of revenue for VSL is that of our client paying for our services and that this is a potential threat to impartiality. Our fee structure will be based upon the degree of responsibility and skill involved and the time necessarily occupied on the work, plus the reimbursement of outlays. We will make contract for our fees in advance with our clients and will not allow the fact that the payment of fees by clients to become a threat to impartiality.
In order to obtain and maintain confidence, VSL will at all times are able to demonstrate that our decisions are based on objective evidence and that our decisions have not been improperly influenced by other interests or by other parties.
Procedure for Appeals & Complaints
1.0 Purpose:
To document, establish, implement and maintain the system for addressing Appeal, & Complaints received by VSL as per requirements of ISO/IEC 17020:2012 and other applicable international standards for inspection bodies offering inspection services.
2.0 Scope:
This procedure is applicable to all appeal & complaints received by VSL related to its third-party inspection services.
2.0Responsibility:
CEO
3.0 Procedure:
4.1 Appeals :
4.1.1 :
Any client can make an appeal to the CEO of VSL in respect of the following,
(a)Non acceptance of client’s application for third party inspector.
(b)Any report/ inspection report or test certificate issued by VSL.
4.1.2 :
VSL records all appeals in format VSL-I-FM-16 and acknowledges the receipt of the appeal. All appeals shall be addressed within 30 working days from the receipt of the appeal and VSL provides the client with progress reports and the outcome.
4.1.3 :
All appeals are reviewed by the appeal panel constituted by CEO for each appeal. The appeal panel contains at least two members from the VSL’s Inspection Engineers panel who have not been part of the inspection and also not involved in inspection decision or involved in the subject of the appeal.
4.1.4:
The appeal panel investigates the appeal by looking into the records and / or talking to the appellant and VSL and shall take a decision taking into account the results of any previous such appeals.
4.1.5 :
Based on the decision of the appeal panel VSL initiates appropriate correction and corrective action and the same recorded in VSL-I-FM-16, register for complaints, appeals & disputes.
4.1.6 :
VSL is responsible for all decisions at all levels of the appeal handling process. The decision on the appeal is reviewed and approved by CEO and is communicated to the client. This completes the appeal process and VSL also informs the appellant at this time about the closure of the appeal.
4.1.7 :
VSL ensures that the submission, investigation and decision on appeals do not result in any discriminatory action against the appellant.
4.1.8 :
The right of the client to appeal against any decision by VSL is communicated at the time of sending the quotation through document VSL-I-FM-37
4.1.9 :
Information about appeal handling process of VSL is made publically available through web site and / or document VSL-I-QP-07
4.2 Complaints :
4.2.1 :
Information about complaint handling process of VSL is made publically available through web site and / or document VSL-I-QP-07. The complaints handling process includes the following
An outline of the process for receiving, validating, and investigating the complaint and for deciding actions to be taken in response to it.
The CEO (Inspection) is responsible for gathering and verifying all necessary information to validate the complaint.
4.2.2 :
The complaint can be made to the CEO by the client or any other interested party in writing giving details of the complaint. The complaint shall either relate to the inspection activities of VSL or to its client and their activities.
4.2.3 :
The complaints received are recorded in VSL-I-FM-16 and is acknowledged to the complainant. The CEO reviews the complaint to ascertain the seriousness and the genuineness of the complaint. VSL provides the complainant with progress reports and the outcome.
4.2.4 :
The complaint redressal process:
4.2.4.1 :
Complaints about VSL from the client or third party
(a)Depending on the nature of the complaint, CEO decides to conduct the investigation himself or appoint a complaint panel for each complaint. The complaint panel contains at least two members from the VSL’s inspection panel who have not been part of the inspection and also not involved in any decision or involved in the subject of the complaint. Further, the complainant shall be given an opportunity to present the case to the panel in person if he so desires.
(b)The complaint panel investigates the complaint by looking into the records and / or talking to the complainant and VSL and shall take a decision taking into account the results of any previous such complaints.
(c)The details of investigation and the correction and the corrective actions identified are recorded in the complaint register. Upon verification on the effectiveness of corrective action taken, VSL informs the complainant about the correction and corrective action taken and if the complainant is satisfied with the actions taken the complaint is treated as closed. The final Decision on the resolution of complaint is taken by the CEO.
(d)Some times the corrective action, may include conducting a special inspection. The report is prepared as per VSL-I-FM-18
4.2.4.2 :
Complaints about VSL client from its customers or any other third party:
(a)VSL shall inform the client about the complaint received and ask the client to investigate the complaint and report the findings to VSL within two weeks from the date of communicating the complaint by the client.
(b)If VSL does not receive any response from the client or the action taken by the client is not found effective, VSL shall inform the client accordingly and ask for a special visit at the client site by VSL. On confirmation from the client VSL shall conduct a special visit as per VSL procedure, QP-07 and investigate the complaint.
(c)If the complaint is of serious nature VSL shall initiate the special visit directly with the client
(d)As its policy, VSL doesn’t disclose the identity of the complainant to the client.
(e)If any action is needed to be taken by the client VSL shall verify the effectiveness of such action by suitable means appropriate to the gravity of the problem.
(f)If the corrective action taken by the client is found effective VSL shall inform the complainant accordingly and the complaint shall then be treated as closed.
4.2.5 :
VSL may decide to make public the complaint and its resolution if agreed with client and complainant.
4.2.6 :
All the complaints received and their status with respect to their resolution are presented in the Management Review Meeting.
5.0 Records
(a)VSL-I-FM-16 – Register for Appeal & complaints
(b)VSL-I-FM-17– Feedback form
(c)VSL-I-FM-18 -- Special Inspection Report
6.0 References
NA