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Complaints Process
- During the operation of the registration program, anyone who feels that
there is cause may file a complaint, in writing, with HSB RS. The complaint
may be against HSB RS, one of its Customers, or both.
- The Technical Manager or delegate (in the event a conflict of interest
exists for the Technical Manager), is responsible for providing
acknowledgment and resolution to the complaint initiator. Should
their review disclose a situation that in their determination requires
the issuance of an Audit Finding Report, one shall be issued in accordance
with the requirements of the Corrective Action Section of this Manual.
- The Program Administrator shall maintain a record describing the complaint
and the resolution provided to the complaint initiator. Complaints
are then reviewed as part of the Management Review process.
- The complaint initiator and others involved will be notified of the resolution
with any remedial measures taken to correct the situation.
- HSB RS, in conjunction with the customer and complainant, will determine
whether and if so to what extent the subject of the complaint and it resolution
shall be made public.
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