At Exoria, a structured and transparent complaint handling system is in place to ensure that all customer complaints are managed professionally, objectively, and efficiently. This procedure is guidelines and ensures strict confidentiality for both the complainant and the party concerned.
The procedure emphasizes timely evaluation, unbiased decision-making, systematic root cause analysis, and effective corrective and preventive actions. Exoria is committed to open communication and provides status updates to complainants whenever feasible.The Operations Manager is responsible for receiving, recording, and managing complaints. The final decision is reviewed and approved by the Certification Director or an authorized independent person, ensuring impartiality and independence from the subject of the complaint.
Complaints may be submitted through email, telephone, written communication, or direct interaction and are received by the Operations Manager. Each complaint is formally documented in the Customer Complaint Register.Where practicable, Exoria acknowledges receipt of the complaint and provides progress updates. The complaint is reviewed to confirm its relevance to Exoria’s certification scope. A root cause analysis is performed to identify the underlying issue.
Corrective actions are defined and implemented to address the identified cause. Preventive actions are established to reduce the likelihood of recurrence. The effectiveness of actions taken is evaluated to ensure the complaint has been satisfactorily resolved.
