1. Purpose
The purpose of this procedure is to define the method for handling internal complaints, external customer complaints and appeals, as well as for gathering customer feedback. This ensures that TSC can determine the necessary steps for effective implementation of corrective actions and improvements resulting from such feedback.
2. Scope
This procedure applies to internal complaints of TSC, external appeals and complaints made by customers regarding our service, covering the entire process from inquiry to invoicing.
3. Definitions
Appeals- Request by the provider of the item of TSC for reconsideration by that body of a decision it has made relating to that item.
Complaints- A customer complaints are an expression of dissatisfaction, whether justified or not.
4. Cross References
ISO/IEC 17020:2012 Standard:
ISO/IEC 17024:2012 Standard:
Clause 7.5: Complaints and appeals
Clause 7.6: Complaints and appeals process
Clause 9.8: Appeals against decisions on certification
Clause 9.9: Complaints
5. Responsibility
Vice Chairman - General Manager - Quality Manager - Technical Manager - Decision Maker - Concerned staff
6. Procedure
6.1 Planning for Customer Feedback:
The Quality Manager/Management Representative (QM/MR) monitors customer satisfaction using the following criteria:
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Customer satisfaction survey (conducted yearly).
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Repeat orders from customers.
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Number and nature of complaints received.
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Market feedback, management review, non-conformity reports, audits, and process performance.
All employees are encouraged to report observations to the QM/MR that may indicate potential issues or opportunities for improvement. Observations may be verbal or written. If a potential cause is detected, the MR will involve relevant functions to analyze and determine preventive action. Internal audits may be initiated to support investigation.
Proposed preventive actions must be evaluated for impact on quality, safety, cost, and customer
satisfaction and approved by the MR/GM before implementation.
6.2 Data Collection Process:
The objectives for gathering feedback are defined, such as quality of service, Timely job completion, Timely report submission, Communication, Responsiveness to Complaint, Technical capability of staff. A survey is created using Wix website with a mix of question types (rating scales Excellent = ⭐⭐⭐⭐⭐ Good = ⭐⭐⭐⭐ Average = ⭐⭐⭐ Fair = ⭐⭐️ Poor = ⭐)
A unique link given below is generated to obtain the customer feedback. The marketing team sends this link to customers via email or messaging platforms, clearly explaining the purpose of the survey and the time it will take to complete.
When customers click the link, answer the questions, and submit their responses, the feedback is then automatically sent to a designated email address (quality@tsc-uae.ae) for review.
The gathered data is analyzed to identify trends or areas for improvement, and the marketing team may follow up with customers based on their responses to address concerns or acknowledge the feedback.
Customer Feedback Link: https://www.tsc-uae.ae/feedback Any negative remark has to be addressed immediately.
Note: Customer Feedback can also be collected through the existing form which remains valid.
6.3 Customer Complaint System:
TSC processes all complaints fairly, impartially and promptly.
Customer complaint process:
a. Receipt and Recording of Complaints:
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Complaints received via email, phone, WhatsApp or letter must be documented and sent to the MR within 24 hours.
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The MR logs complaints in the Complaints & Appeals Register and assigns a unique complaint number.
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An acknowledgment email is sent to the customer within 48 hours.
Note: The Management Representative is responsible for sending an acknowledgment receipt to the concerned party for any complaint received from customer.
b. Categorization of Complaints
1. Major Complaints – Legal matters, accidents, safety breaches or certification-related issues. Top Management (GM, Vice Chairman) must be involved. Full investigation required.
2. Minor Complaints – Service quality issues, delays or procedural lapses. Handled by Line Manager/MR/Quality Manager with investigation.
3. Below-Risk Complaints – Small, low-impact issues. Handled by Line Managers without investigation.
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However, repeated below-risk complaints will trigger corrective actions and investigation.
c. Initial Assessment:
The MR evaluates the complaint to determine the involvement of functions/departments. Major complaints are escalated to top management.
d. Justification of Complaints:
A complaint will be considered justified if:
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Any agreed requirements were not met.
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Reasonable expectations of the customer were not fulfilled by the company.
For unjustified complaints, the MR or Lifting Inspector will provide a clear and reasonable explanation to the customer, either verbally or in writing.
e. Non-Conformance Reporting:
If a complaint is justified, the MR will initiate a non-conformance report and propose corrective action as outlined in procedure for Non-conformance, corrective and preventive actions.
Ref: QP-09
f. Response and closure
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Written response sent to customer within 7 days.
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Confidentiality is maintained; disclosure only if required by law.
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Individuals directly involved in the activity under complaint are excluded from final decision-making.
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If the customer does not respond within 15 working days of TSC’s written response, the case will be considered closed and satisfactory from the customer’s end.
Based on the complaint category, the final decision regarding the complaint's status will be made by the QM , MR , Line Manager or GM/Vice Chairman.
6.4 Customer Appeals System:
Customers have the right to appeal against the following decisions made by TSC:
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Inspection results
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Inspection activities
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Refusal to accept an inquiry
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Refusal to proceed with an inspection
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Certification results
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Certification activities
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Refusal to accept an application
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Refusal to proceed with examination/assessment
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Decision to suspend or withdraw certificates
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Any other action that impedes the attainment of inspection or certification activities
Customer Appeals process:
Customers may appeal against decisions relating to inspections, certifications, refusals, suspensions, or withdrawals.
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Appeals must be submitted within 15 days of receiving the result.
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Appeals are logged by MR with a unique number.
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Acknowledgment is sent within 48 hours.
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Appeals are reviewed by a competent, impartial member (Technical Manager, Quality Manager, or GM/Vice Chairman).
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Valid appeals result in corrections and re-issuance of documents.
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Invalid appeals are communicated with justification.
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MR ensures impartiality—investigators are not involved in the related inspection/certification activity.
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If the customer does not respond within 15 working days of TSC’s written appeal decision, the case is considered closed and satisfactory.
The appointed member will carefully examine the findings of the relevant activities, justification and supporting evidence provided by the customer.
If the appeal is found valid, the area of appeal document will be amended and re-issued with updates.
If the appeal is deemed invalid, the customer will be contacted and informed of the decision accordingly.
The MR is responsible for coordinating communication regarding the appeal, conducting the review and approving actions.
6.5 Closure of Complaints/Appeals
Complaints and appeals are considered closed when:
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The customer confirms satisfaction, OR
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No customer response within 15 working days of TSC’s written response.
The entire complaints or appeal process must be completed within 20-25 days of receiving the complaints or appeals.
The MR maintains all the customer complaints and appeals, including details, reports and correspondence. These records will be retained at TSC for future reference and audit purposes.
7. Records
- Customer Feedback Form
- Complaint/Appeal Analysis Form
- Complaint/Appeal Register
8. Annex A : Process Flow Chart
Complaints or Appeals received
Record in complaints/appeals register, Assign unique number
If complaints
If appeals
Customer complaint types: Major, Minor, Below risk
Major
Minor
Below Risk
Appeal against decision
Top management involvement, investigation required
Quality Manager ,MR ,Line Manager investigation required
Line Manager, No investigation
(If repeated – corrective action)
Complaint Justified
Appeal review by (Quality Manager/ Decision Maker/ Technical Manager/ General Manager/ Vice Chairman)
Yess
No
Justified, Raise NCR and implement corrective actio
Unjustified, Notify customer in writing
Respond to customer in writing
(Within 7 days for complaints)
Valid Appeal
Invalid Appeal
Valid Appeal – Corrective action –Reissue document
Invalid appeal – justification sent
Customer response?
(Within 15 working days)
Yess
No
Response received (Take
further action if needed)
No response – Case closed
(Considered satisfactory)
Final Closure (All records retained)