Your feedback is important to us. We take all complaints and appeals seriously and are committed to resolving them fairly and efficiently.
We follow a structured approach to ensure all complaints are handled fairly and efficiently
Complaints can be submitted verbally or in writing. Our Technical Committee will acknowledge receipt and begin the review process.
We conduct a thorough analysis and provide a detailed response, typically within 48 hours of receipt.
We work towards a fair resolution, implementing corrective actions when necessary, with regular updates throughout the process.
In the event of a complaint received against AITF, our Technical Committee will perform a thorough analysis and respond to the complainant, outlining how we will address the issue.
We implement appropriate corrective actions within two months, which are approved by the approval committee and communicated to all relevant parties to prevent recurrence.
If a complaint cannot be resolved by AITF-MCL, it is escalated to the Stakeholder Committee, which ensures impartial handling and appropriate action.
For written complaints regarding certified management systems, AITF is committed to conducting a comprehensive investigation to identify and address the root cause.
We ensure a fair and transparent appeals process for all certification decisions
Submit your appeal in writing, including all relevant documentation and the specific decision you wish to appeal.
Our Technical Committee conducts a thorough review of all documentation and evidence related to the appeal.
You will receive a written response within 60 days, detailing our findings and any actions to be taken.
If you wish to appeal a decision made by AITF regarding certification, please ensure you provide all relevant documentation to support your case. Our Technical Committee will review your appeal thoroughly and respond within the stipulated timeframe.
Ensuring the highest level of information security and privacy
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 is committed to maintaining confidentiality of information arising from any contact, visit or audit. This information will not be disclosed to any third party except with the customer's prior written consent or when required by the accreditation authority.
Maintaining impartiality and objectivity in all our certification activities
AITF has not outsourced and is fully responsible for its decisions relating to granting, maintaining, extending, reducing, suspending, and withdrawing certifications.
AITF-MCL activities are not marketed or offered in any way linked with the activities of organizations that provide management system consultancy. The certification body is committed to taking action to correct inappropriate claims by any consultancy organization stating or implying that certification would be simpler, easier, faster, or less expensive if taken by AITF-MCL. Furthermore, AITF-MCL does not recognize any consultancy organization or consultant that suggests certification would be simpler, easier, faster, or less expensive if a specified consultancy organization were used.