Compliant & Feedback Process
If a client company wishes to lodge a complaint regarding the conduct of CSS Certification Pte Ltd employees, the complaint must be submitted in writing using the official complaint form provided by CSS Certification Pte Ltd.
Upon receipt of the completed complaint form, an acknowledgment will be sent immediately, and the complaint will be investigated and resolved within a maximum of 30 days. The complaint details will be entered into the appeals register to allow for tracking and monitoring of its status.
All complaints and any corrective actions taken will be documented and maintained in accordance with the management system standards.
If the complaint is found to be justified, a Non-Conformance Report (NCR) will be raised in line with CSS procedures, and appropriate actions will be taken to identify and address the root cause of the issue.
The outcome of the complaint investigation will be communicated to the complainant without delay. Where appropriate, the results of the investigation may also be made public.