Appeal Handling Process

Appeal

- Any client shall make an appeal to the Managing Director of ECCO in respect of the following, (a) Non acceptance of client’s application for inspection/certification (b) Granting, suspending, withdrawing or denying of inspection/certification - ECCO shall record all appeals in document ECCO -FM-41 and acknowledge the receipt of the appeal. All appeals shall be addressed within 30 working days from the receipt of the appeal and ECCO shall provide the client with progress reports and the outcome. - All appeals are reviewed by the appeal panel constituted by managing director for each appeal. The appeal panel shall contain at least two members from the ECCO auditor panel who have not been part of the audit and also not involved in certification decision or involved in the subject of the appeal. For appeal against the decision of the Managing Director the matter shall be referred to the chairman of the Impartiality Board (IB) for constituting the panel and taking the decision. - The appeal panel shall investigate the appeal by looking into the records and / or talking to the appellant and ECCO and shall take a decision taking into account the results of any previous such appeals. - Based on the decision of the appeal panel ECCO shall initiate appropriate correction and corrective action and the same recorded in ECCO -FM-41, register for complaints, appeals & disputes. - ECCO shall be responsible for all decisions at all levels of the appeal handling process. The decision on the appeal is reviewed and approved by managing director and is communicated to the client. This completes the appeal process and ECCO shall also inform the appellant at this time about the closure of the appeal. - ECCO shall ensure that the submission, investigation and decision on appeals shall not result in any discriminatory action against the appellant. - The right of the client to appeal against any decision by ECCO is communicated at the time of sending the quotation through document PID-02. - Information about appeal handling process of ECCO is made publicly available through web site and / or document PID-02