Complaints and Appeals Procedure

Complaints and Appeals Procedure

1.Purpose

TOP-ISO International Limited has established and implemented a method for assessing, reviewing, and ultimately determining the resolution of customer complaints or appeals.

2.Scope

This procedure covers the evaluation of various complaints or appeals raised by customers.

3. Definition

• Appeal: A request by a customer to reconsider any decision made by TOP-ISO International Limited.

• Complaint: The customer expressed dissatisfaction with TOP-ISO's activities and expected a response.

4.Application

4.1 Receiving Complaints and Appeals

4.1.1 Complaints and appeals can be received at any stage of service delivery (application reception, review, approval process, etc.) or after the service has been completed.

4.1.2 TOP-ISO International Limited publicly discloses its complaints and appeals reception and evaluation procedures on its website https://topiso.com.tw/. Customers can access the complaints and appeals procedure on the website.

4.1.3 Complaints and appeals are received in writing and through face-to-face, telephone, email, and other online communication channels.

4.1.4 For complaints and appeals that cannot be received in writing, a TOP-ISO member responsible for receiving the complaint or appeal will complete the "Appeal-Complaint Handling Report" and submit it.

4.2 Evaluation and Resolution of Complaints and Appeals

4.2.1 If a complaint arises during the appeal review stage, the TOP-ISO auditor will document the situation in a report and complete the "Appeal-Complaint Handling Report."

4.2.2 If a complaint submitted to TOP-ISO International Limited cannot be resolved, the auditor will forward the situation to the TOP-ISO International Limited CEO or top management for resolution. They will communicate with the customer to find the optimal solution.

4.2.3 If the complainant is dissatisfied with the handling of the complaint and wishes to take advantage of his/her right to appeal, then the resolution of the issue is the responsibility of the "CEO or top leadership".

4.3 Evaluation of Customer Complaints from Approved Training Institutions

4.3.1 TOP-ISO International Limited will first request information about the complaint from the organization or individual customer who has been approved for the services of the training institution.

4.3.2 Verification and evaluation of the information received, focusing on the significance of the complaint and the scope and severity of possible potential non-compliance.

4.3.3 In such cases, if the non-conformance reaches a major non-conformance level, or if the organization or individual is unable to provide corrective action against the non-conformance to TOP-ISO, then the relevant customer will be subjected to special handling.

4.3.4 If the severity of the potential non-compliance is found to be minor and the corrective action taken by the organization or individual in response to the complaint is found to be sufficient, then the customer complaint and all related records will be reviewed thoroughly in subsequent monitoring processes.

4.4 Confidentiality

4.4.1 All complaints, appeals, and applications received by TOP-ISO International Limited are strictly confidential, and the auditors handling them comply with the conduct code of TOP-ISO. Under no circumstances will information be provided to third parties. We will inform the relevant customer If information is required by judicial authorities.