Process of reviewing conformity with the requirements of a standard, applicable to both inspection and certification of products, services or management systems.
A written statement by a third party of disagreement with the quality of ACERTA's work. It may be in relation to deadlines, errors in documents, evaluators' behavior, poor customer service, or regarding ACERTA's performance during the conformity assessment process.
It is the action taken by an applicant or by the holder of a certification or validation or verification, by which he/she claims in writing against the decision adopted by ACERTA in relation to the conformity assessment process that affects him/her. It can be due to discrepancies in the scope, qualification granted or because the certificate or opinion has been denied, suspended or cancelled. The Appeals Committee will be constituted for the management and resolution of appeals.
Any proposal for changes, recommendation or comment that the client or interested party of the evaluation service communicates to ACERTA with the purpose of improving the quality of the services provided or expressing additional expectations or needs that do not necessarily derive from a non-compliance or complaint.
It is the discussion established by judicial or extrajudicial means between ACERTA and the applicants, holders or former holders of certification documents or validation or verification opinion, regarding a disagreement in the resolution of appeals, or for other causes that exceed the capacity of the entity to resolve them.
Committee formed by representatives of the parties involved in the certification or validation or verification in charge of supervising the impartiality of ACERTA's actions. In addition, within the scope of this procedure, it is the body responsible for assessing the management of appeals received by the entity, in relation to impartiality and to mediate in first instance the disputes in which the entity may be involved.
It is a body made up of people from ACERTA's senior management, not linked to the evaluation processes, with the capacity to oblige the rest of the organization to assume its resolutions. Its competencies are basically oriented to decide on situations in which the integrity of the entity may be at risk.
