Overview

BMQR Certifications Pvt. Ltd. is committed to maintaining transparency, impartiality, and fairness in all its conformity assessment activities, including certification, inspection, validation, verification, and personnel certification.

We have established a structured process to handle complaints and appeals in a timely, objective, and confidential manner.

1. Definitions

1.1 Complaint

A complaint is any expression of dissatisfaction by any interested party regarding BMQR’s activities, services, personnel, or decisions.

1.2 Appeal

An appeal is a formal request by a client or applicant for reconsideration of a decision made by BMQR.

2. Scope

This process applies to all BMQR activities including certification, inspection, validation, verification, and personnel certification.

3. Principles

BMQR ensures that:

1. All complaints and appeals are handled impartially and independently
2. Decisions are based on objective evidence
3. Confidentiality is maintained
4. No discriminatory or retaliatory actions are taken
5. Personnel involved in the original decision are not involved in the review

4. Submission of Complaints and Appeals

Complaints and appeals may be submitted through:

• Email: connect@bmqr.com
• Website submission form
• Written communication

Required details:

• Name and contact details
• Description of the issue
• Supporting evidence (if available)

5. Validation of Complaints and Appeals (VERY IMPORTANT)

Upon receipt, all complaints and appeals are subject to an initial validation review to determine whether they are:

• Relevant to BMQR’s conformity assessment activities
• Supported with sufficient information
• Within the scope of defined services

Only valid complaints and appeals will proceed for further investigation.

6. Invalid Complaints and Appeals

A complaint or appeal may be considered invalid under the following conditions:

1. The issue is not related to BMQR’s activities or services
2. Insufficient information or evidence is provided
3. Anonymous submissions without verifiable details (unless serious risk is evident)
4. Matters already resolved or previously reviewed without new evidence
5. Requests outside the defined scope of certification, inspection, validation, verification, or personnel certification
6. Complaints that are frivolous, malicious, or intended to disrupt operations

Handling of Invalid Cases:

• The complainant/appellant will be informed with justification
• No further action will be taken unless additional valid information is provided
• Records will be maintained for traceability

7. Process for Handling Complaints

Step 1: Acknowledgement
Within 3 working days

Step 2: Validation
Assessment of complaint validity

Step 3: Investigation
Conducted by competent and independent personnel

Step 4: Decision
Based on objective evidence

Step 5: Communication
Within 15–30 days

Step 6: Closure
Formal closure with records

8. Process for Handling Appeals

Step 1: Acknowledgement
Within 3 working days

Step 2: Validation
Assessment of appeal eligibility

Step 3: Independent Review
By personnel not involved in the original decision

Step 4: Evaluation
Reassessment of all relevant evidence

Step 5: Decision
By independent authority or committee

Step 6: Communication
Within 30 days

9. Escalation Mechanism

If not satisfied with BMQR’s decision, the complainant or appellant may escalate the issue to the relevant accreditation body or regulatory authority.

10. Confidentiality and Impartiality

All complaints and appeals are handled with strict confidentiality and impartiality, ensuring no conflict of interest or undue influence.

11. Records and Monitoring

• All cases are recorded and tracked
• Trends are analyzed for continual improvement
• Corrective actions are implemented where necessary

12. Commitment

BMQR is committed to:

• Fair, transparent, and timely resolution
• Objective and evidence-based decisions
• Continuous improvement of processes