Page 1

Document type

Procedure Date

05/2015

Revision

0

Date

18.06.2015

Made by

RPG

Checked by

EBM

Approved by

EBM

Description

Procedure

PROCEDURE P-04.38 PROCEDURE FOR COMPLAINTS AND APPEALS


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CONTENTS: 1. 2. 3. 4. 5. 6. 7.

ŠRambøll Oil & Gas

Purpose Field of Application Definitions Compliance With the Time for Appealing Content of the Appeal/Appeal Documentation Complaint Processing Appeal Processing

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Procedures for complaints and appeals


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1.

PURPOSE The purpose of this procedure is to describe how appeals and complaints in the certification services of Ramboll Oil & Gas Norway (ROGN) are processed.

2.

FIELD OF APPLICATION The field of application of this procedure is all (EC type-examination) certification services in which ROGN is responsible.

3.

4.

DEFINITIONS Appeal:

It is considered an appeal when a client does not accept the certification decision made by ROGN and appeals this in a written letter to ROGN.

Complaint:

It is considered a complaint when a client complains about the execution of the certification in a written letter to ROGN. Oral complaints will be treated as an improvement measure and not as a formal complaint.

COMPLIANCE WITH THE TIME FOR APPEALING For an appeal to be treated as a formal complaint, it must have been received within four weeks after the rejection on the certification agreement offered by ROGN. Special reasons are required if an appeal is to be processed after this deadline.

5.

CONTENT OF THE APPEAL/APPEAL DOCUMENTATION When receiving a complaint, the following attachments will be checked:  Complaint/appeal  Reference/order no. of the certification job  Personal details on the complainant/person who appeals, contact person  The content of the complaint/appeal  Date/signed by the company who wants to process the complaint. In a complaint, it shall be clear which part of the execution of the certification the complaint concerns, and what the client considers wrong with the execution. In a complaint it shall be clear which certification agreement the complaint concerns and the client shall account for what it is he considers a wrong decision.

6.

COMPLAINT PROCESSING The head of the certification department will direct the complaint from the client and ensure that the person dealing with the complaint has not previously been involved in the case. The head of the certification department shall inform ROGN HSEQ manager and Engineering Manager about the complaint and will send a confirmation of the receipt of the complaint to the complainant. ROGN HSEQ manager shall log this complaint as an internal quality deviation.

©Rambøll Oil & Gas

Procedures for complaints and appeals


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The complaint will be processed with the relevant supervisor/inspector who performed the work referred to in the complaint and all relevant elements of the complaint will be taken into consideration. If necessary, the client who made the complaint will be summoned for meeting for a further indepth account of the complaint, or ROGN will request a written elaboration on the foundations of the complaint. When the complaint is processed and ROGN has arrived at a conclusion, the conclusion shall be sent to the ROGN HSEQ manager and Engineering Manager for internal quality control. The head of the certification department will send a written reply regarding the complaint within four weeks after the complaint was received. If ROGN needs more time dealing with the complaint, this will be communicated to the client within four weeks. How much extra time is needed by ROGN to process the complaint shall be specified.

7.

APPEAL PROCESSING The head of the certification department will inform Engineering Manager ROGN, HSEQ Manager ROGN and Regional Director of ROGN that they have recieved an appeal on a certification performed by ROGN. Appeal cases shall be processed by an independent group specifically established to meet the demands of ISO 17065 chapter 5.2. It is here referred to a separate procedure for impartiality. Engineering Manager of ROGN and HSEQ Manager of ROGN will organise the appeal for the established independent group. The appeal will be presented and treated by the independent group within eight weeks after receiving the appeal. The conclusion will be substantiated and sent to the client. If the appeal is accepted, the certification department will change its certification decision and if necessary reopen the certification process. If the appel is denied, the Engineering Manager will communicate this to the client in a written letter.

ŠRambøll Oil & Gas

Procedures for complaints and appeals

Profile for Ramboll

Procedure for complaints and appeals  

Procedure for complaints and appeals  

Profile for ramboll
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