The certification body shall acknowledge receipt of the 9.7.6 appeal and shall provide the appellant with progress reports and the result of the appeal. The decision to be communicated to the appellant shall be 9.7.7 made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal. The certification body shall give formal notice to the 9.7.8 appellant of the end of the appeals-handling process. Complaints 9.8 The certification body shall be responsible for all decisions 9.8.1 at all levels of the complaints-handling process. Submission, investigation and decision on complaints shall 9.8.2 not result in any discriminatory actions against the complainant. Upon receipt of a complaint, the certification body shall confirm whether the complaint relates to certification activities that it is responsible for and, if so, shall deal with 9.8.3 it. If the complaint relates to a certified client, then examination of the complaint shall consider the effectiveness of the certified management system. Any valid complaint about a certified client shall also be 9.8.4 referred by the certification body to the certified client in question at an appropriate time. The certification body shall have a documented process to receive, evaluate and make decisions on complaints. This 9.8.5 process shall be subject to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint. The complaints-handling process include at least the 9.8.6 following elements and methods:
9.7.6 The certification body shall acknowledge receipt of the appeal and shall provide the appellant with progress reports and the result of the appeal. 9.7.7 The decision to be communicated to the appellant shall be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal. 9.7.8 The certification body shall give formal notice to the appellant of the end of the appeals-handling process. 9.8 Complaints 9.8.1 The certification body shall be responsible for all decisions at all levels of the complaints-handling process. 9.8.2 Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant. 9.8.3 Upon receipt of a complaint, the certification body shall confirm whether the complaint relates to certification activities that it is responsible for and, if so, shall deal with it. If the complaint relates to a certified client, then examination of the complaint shall consider the effectiveness of the certified management system. 9.8.4 Any valid complaint about a certified client shall also be referred by the certification body to the certified client in question at an appropriate time. 9.8.5 The certification body shall have a documented process to receive, evaluate and make decisions on complaints. This process shall be subject to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint. 9.8.6 The complaints-handling process include at least the following elements and methods:
BCB%20F010%20(MDQMS)-CRM%20cum%20DRR%20(ISO%2017021-1-%202015)%20%20-Mar%202018.docx