Purpose
This procedure sets out how General Group Co. gathers knowledge from its customers — and keeps it current — across every certification activity, and how complaints and appeals are handled.
Scope
It applies to everyone who receives a service from us.
Key terms
- Complaint
- An expression of dissatisfaction to which a response is expected.
- Suggestion
- Ideas and proposals about the conformity-assessment service we provide.
How we listen
- Feedback gathered during any activity is passed to the relevant department manager and used to improve the service.
- Complaints and suggestions are recorded and acted on, not simply noted.
Measuring satisfaction
- A customer-satisfaction survey (form GC-FR-027) is run once a year for clients under agreement, and after the service for others.
- Results are analysed yearly, shared with the relevant department manager, and fed into the management review.
Complaints & appeals
- Complaints, objections and appeals are handled with impartiality and objectivity through a dedicated assessment procedure (GC-PR-009).
- Corrective and preventive actions are monitored and reported to the quality representative.
What this means for you
If something isn’t right, you have a defined, impartial route to raise it — and we’re required to act on it and feed it back into how we run, not simply acknowledge it.