Document ID
USQC-PRO-01
Revision
E
Effective Date
February 2026
Status
Approved
Owner
Quality Manager
Classification
Internal
Approved By
USQC Management Board
Organization
USQC
1. Purpose and Scope
The purpose of this procedure is to define the process for receiving, evaluating, and making decisions on complaints and appeals related to the United Safety and Quality Council (USQC) activities under ISO 17021, 17024, 17025, and 17065.
2. Definitions
Complaint: Expression of dissatisfaction, other than appeal, by any person or organization to USQC, relating to the activities of USQC or its certified clients/candidates, where a response is expected. Appeal: Request by a client or candidate for reconsideration of any adverse decision made by USQC related to its desired certification or testing status.
3. Procedure for Complaints
Submission: Complaints must be submitted in writing to the USQC Quality Manager at admin@usqc.us. Acknowledgment: USQC will acknowledge receipt of the complaint within five (5) working days. Validation: The Quality Manager will validate the complaint and determine if it relates to USQC activities. Investigation: An impartial investigation will be conducted by personnel not involved in the activities related to the complaint. Resolution: USQC will provide a formal response to the complainant, including the outcome of the investigation and any corrective actions taken.
4. Procedure for Appeals
Submission: Appeals must be submitted in writing within thirty (30) days of the adverse decision. Acknowledgment: USQC will acknowledge receipt of the appeal within five (5) working days. Appeals Panel: An independent Appeals Panel will be convened, consisting of members not involved in the original decision. Decision: The Appeals Panel will review the evidence and make a final decision. Notification: The appellant will be notified of the decision in writing.
5. ESG and Governance
USQC is committed to a transparent and fair process as part of its Environmental, Social, and Governance (ESG) framework. We believe that providing a robust mechanism for complaints and appeals is a key governance responsibility that ensures accountability and continuous improvement.
6. Confidentiality
All complaints and appeals are handled with strict confidentiality. The identity of the complainant or appellant will not be disclosed without their consent, except where required by law or accreditation bodies.
| Approved By USQC Management Board |
Date February 2026 |
Revision History Rev E - Updated for Full Name and Website Alignment. |