Complainant fills Complaint Form and send to MBS MSC through the details provided on Certification Process – inquiry.

Upon receipt of a complaint MBS confirms whether the complaint relates to certification activities that it is responsible for, and if so, processes it. If the complaint relates to a certified client, then examination of the complaint considers the effectiveness of the certified management system. MBS refers any valid complaint about a certified client to the certified client in question at an appropriate time.

The complaints handling process has included at least the following elements and methods:

  1. an outline of the process for receiving, validating, investigating the complaint, and for deciding what actions are to be taken in response to it,
  2. tracking and recording complaints, including actions undertaken to resolve them, ensuring that any appropriate correction and corrective action is taken.

MBS acknowledges receipt of the complaint, and provides the complainant with reports and the result of the complaint. MBS gives formal notice of the end of the complaint handling process to the complainant, if possible. MBS determines, together with the certified client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.