Checklist ISO/IEC 17021: 2006. Conformity assessment ... - Sanas

9.5 ComplaintsISO/IEC 17021 Requirement CB’s References COMMENT BY ASSESSOR9.8.1 Is a description of the complaints handling processpublicly available?F 155-029.8.2 Upon receipt of a complaint, does the CB confirmwhether the complaint relates to certificationactivities that it is responsible for and, if so, dealswith it?If the complaint relates to a certified customer doesthe examination of the complaint consider theeffectiveness of the certified management system?9.8.3 Is a complaint about a certified customer alsoreferred by the CB to the certified customer inquestion at an appropriate time?9.8.4 Does the CB have a documented process to receive,evaluate and make decisions on complaints?Is this process subject to requirements forconfidentiality, as it relates to the complainant and tothe subject of the complaint?9.8.5 Does the complaints handling process include atleast the following elements and methods:a) an outline of the process for receiving, validating,investigating the complaint, and for deciding whatactions are to be taken in response to it?b) tracking and recording complaints, including actionsundertaken to resolve them;?c) ensuring that any appropriate correction andcorrective action is taken?See Note9.8.6 Is the CB receiving the complaint responsible forgathering and verifying all necessary information tovalidate the complaint?9.8.7 Whenever possible, does the CB acknowledgereceipt of the complaint, and provide the complainantwith progress reports and the outcome?2008-07-25 ©SANAS Page 27 of 34