Management System Incidents
For the purposes of this document, Management System incidents are defined as complaints, suggestions, observations, and improvement opportunities. Incident data is entered into the Corrective Action for proper handling. This procedure outlines the methodology by which KCertification collects and processes incident reports and communicates the impact to team members.
KCertification recognizes that incidents occur in daily operations and collectively impact the Management System. To adequately analyze and address issues, a consistent and comprehensive process for information collection is vital.
KCertification reconhece que incidentes ocorrem na operação diária e que, coletivamente, têm um impacto no Sistema de Gestão. Para analisar e abordar adequadamente os problemas, um processo consistente e completo para coleta de informações é vital.
- Any team member can receive it.
- Record all information in detail.
- Send to the Quality Manager.
- Filled out by the team member.
- Sent to the Quality Manager.
- The Quality Manager contacts the external source within 5 business days.
- Detailed understanding of the issue.
- Possible face-to-face meeting depending on severity.
All received incidents are recorded in the Incident Report with the following details:
- Complaint and appeal number.
- Mode of receipt.
- Received by.
- Name of client / other parties.
- Description of the complaint and appeal.
- Reference to services against which the complaint and appeal is made, along with reference, date, and other details.
- Administrative issues with scheduling, certification processes, etc.
- Issues with evaluators/subcontractors involving incomplete evaluation documentation.
- Issues with general compliance with KCertification’s administration or evaluation procedures.
Corrections are made immediately to satisfy the complainant, which may include training or counseling of the involved person. The CAR/PAR is discussed with management during the next Management Review and appropriate action is taken. An email detailing the problem and corrective action is sent to the entire team. A copy of the complaint and investigation details is kept in the respective individual’s personal file for reference in performance evaluations.
In case of a complaint against a certified client, the Quality Manager studies the complaint and discusses it with the evaluator. If the complaint is valid, it is sent to the client for a response. Depending on the response, the Quality Manager may decide the next step, such as requesting further clarification or assigning an evaluator to visit the client.
- Appeals received by the Quality Manager.
- Investigation and action plan communicated to the client.
- Investigation report maintained by the Quality Manager.
- Corrective and preventive actions taken as necessary.
- Annual analysis of appeals.
- Review in management committee meetings and impartiality committee meetings.
- All complaints and appeals are closed within 7 business days.
- Quality Manager authorized for closure.
Why Choose KCertification?
KCertification is a company specialized in ISO certifications, offering high-quality services to ensure that your company meets international management standards. With a team of dedicated experts, we guarantee an efficient and transparent certification process.
Our Benefits:
- Transparent and impartial certification
- Agile and efficient process
- Specialized team
- Global recognition
- Reduced cost
Explore Our Certifications
Click and discover our specific certifications to meet your organization’s needs
ISO 9001 Certification – Quality and Efficiency | ISO 13485 Certification – Quality and safety for medical devices | ISO 14001 Certification – Effective environmental management | ISO 27001 Certification – Information security | ISO 45001 Certification – Occupational health and safety | ISO 50001 Certification – Efficient energy management | ISO 55001 Certification – Asset management | Global Zero Waste Certification – Sustainability and waste reduction