If Client has appeals, complaints and disputes relating to Certification Audit and/or certification process, Client shall submit the appeals, complaints and disputes in writing to EAS.
EAS shall handle the appeals, complaints and disputes, filed by Client, in accordance with EAS defined procedure EAS-MSP-04 . The result shall be provided to Client in writing.
“All unsettled disputes, if any and if necessary, shall be settled in a court of Law within the jurisdiction of the city of Chennai, Tamilnadu, India”
If a complainant is dissatisfied with the outcome of EAS complaints handling process , the complainant may refer the complaint to JAS-ANZ.
Complaints that are not closed out within a time frame documented and agreed with the complainant shall be escalated to EAS top management to ensure that the complaint receives the appropriate priority.
Complaints that are not closed out within 3 months of that agreed time frame shall be brought to the attention of JAS-ANZ.