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Governance - Grievance - Quality and Integrity
The process of responding to and addressing the Grievance (complaints/disputes/appeals) are a part of our company’s client relations and assurance of customer satisfaction, with regards to its services or its certified/audited clients (as it relates to the implementation of the clients’ management systems), where a response or resolution is explicitly or implicitly expected.
How To Submit Grievance
- Any Grievance can be conveyed through filling out the following form or by sending an email to grievance@cbqaglobal.com, or via CBQA Global corporate telephone, which then reported by operator to customer support.
- For all feedback received will be responded within 2 (two) business days and will be validated maximum within 30 (thirty) business days.
Flow Process for Grievance, are:
- Received Grievance;
- Perform validation
- Perform investigation;
- Result of investigation;
- Result accepted (*unless result not accepted, refer to our internal document related to Grievance).
Grievance Procedure
- Be submitted in written form whether via email or Grievance form provided within the website of CBQA Global.
- Contain basic information about the complainant of Grievance (name, address, and contact information), the organization and position in the organization.
- Contain a clear and brief description of the Grievance.
- Be accompanied to the extent possible by evidence supporting the Grievance.