Complaints and Appeals

1. Purpose:
TOP-ISO International Ltd. establishes and implements a method for evaluating, reviewing, and finalizing customer complaints or grievances.
2. Scope
: Covers the evaluation of various complaints or grievances raised by customers.
3. Definitions
: • Grievance: A TOP-ISO customer requesting a reconsideration of any decision made by TOP-ISO.
• Complaint: A TOP-ISO customer expressing dissatisfaction with TOP-ISO activities and expecting a response.
4. Application
4.1 Receiving Complaints and Grievances
4.1.1 Complaints and grievances can be received at each stage of TOP-ISO service delivery (receiving applications, reviewing, approval processes, etc.) or after service completion.
4.1.2 TOP-ISO publishes its complaint and grievance reception and evaluation procedures publicly
https://topiso.com.tw/ 4.1.3 Complaints and grievances are received in writing and through online communication channels such as face-to-face meetings, telephone, and email.
4.1.4 For complaints and grievances that cannot be received in writing, the TOP-ISO member receiving the complaint or grievance completes a "Complaint/Grievance Handling Report" and submits it.
4.2 Complaint and Appeal Assessment and Resolution
4.2.1 If a complaint occurs during the appeal review stage, the TOP-ISO auditor will record the situation in a report and complete the "Appeal/Complaint Handling Report."
4.2.2 If a complaint submitted to TOP-ISO cannot be resolved, the auditor will forward the situation to the TOP-ISO CEO or top management for a decision and will communicate with the client to find the best solution.
4.2.3 If the complainant is dissatisfied with the handling of the complaint and appeal and wishes to exercise their right of appeal, the resolution of the issue will be the responsibility of the CEO or top management.
4.3 Assessment of Complaints from Accredited Training Institution Clients
4.3.1 Upon receiving complaints from organizations or individual clients of accredited training institutions, TOP-ISO will first request information about the complaint from the complaining organization or individual.
4.3.2 The received information will be verified and assessed. The assessment will primarily focus on the importance of the complaint and the potential scope and severity of non-compliance.
4.3.3 In such cases, if the nonconformity reaches the level of a major nonconformity, or if the organization or individual is unable to provide TOP-ISO with corrective actions for the nonconformity, the relevant client will be placed under special handling.
4.3.4 If the severity of a potential nonconformity is found to be minor, and the corrective actions taken by the organization or individual in response to the complaint are found to be adequate, the client complaint and all related records will be thoroughly examined during subsequent surveillance.
4.4 Confidentiality
4.4.1 All complaints, appeals, and applications received by TOP-ISO are strictly confidential, and the auditors handling them must comply with TOP-ISO's Code of Conduct and will not provide information to third parties under any circumstances. If a judicial authority requests information, we will notify the relevant client.

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.