In the event of complaint received against AITF in verbal or written, AITF Technical committee has to perform a analysis and to send a answer to the complainer specifying that AITF is going to deal with the complaint.

An appropriate corrective action which is to be carried out within two months is devised and approved by the approval committee and is communicated to all concerned inorder to avoid such recurrences. The effectiveness of this action taken is monitored periodically. If a change in AITF procedures is required, the AC approve and implement If there needs to be a change in the AITF system, the same is suggested to AITF Top Management.

In the event if complaint not solved by AITF-MCL, Technical Committee has presented the complaint to the Steak holder committee (a committee for safeguarding impartiality) and action shall be taken accordingly.

In case AITF receives written complaints in relation to the certified management system from a third party, AITF has an obligation to investigate the cause of the complaint.

Appeals against decisions taken by AITF concerning the non-issuance, suspension or withdrawal of certification, are collected and action with comunication shall be taken by the technical committee.

All documentation pertinent to the background of the appeal in subject (documents of the appellant, visit reports and other documents deemed necessary), together with an exhaustive report made by the CT ( Technical Committee).

The CT, upon the relevant investigations, and eventually after contacts with the appellant, gives its opinion on the appeal within 60 days from the date of receipt of the appeal and communicates by registered letter with return receipt the opinion to the appellant.

An appropriate corrective action is devised and approved by the AC and is communicated to all concerned in order to avoid such recurrences. The effectiveness of this action taken is monitred periodically.

AITF maintains records relevant to appeals/complaints for at least 3 years, unless otherwise required in the accreditation agreements or rules, notifications.

Confidentiality is committed and facilitated through signed commitments by personnel and procedures requiring limited controlled distribution of records and properly lockable facilities for archiving.

In addition to the restriction of the circulation of documents of the auditee and the certifying unit, AITF-MCL Committed to Maintain confidentiality of information arising from any contact, visit or audit and will not be disclosed to any third party except where customer's prior, written consent and when it is required by the accreditation authority.

AITF has not outsource and fully responsible for its decisions relating to granting, maintaining, extending, reducing, suspending and withdrawing of certification.

AITF-MCL activities are not be marketed or offered in any linked with the activities of an organization that provides management system consultancy. The certification body committed to take actions to correct inappropriate claims by any consultancy organisation stating or implying that certification would be simpler, easier, faster or less expensive if taken by AITF-MCL. ALSO AITF-MCL has not recognised to any consultancy organisation or consultant that certification would be simpler, easier, faster or less expensive if a specified consultancy organization were used.