Third-Party Client Complaints
For continuous improvement, PT Prolab Sertifikasi Indonesia is fully open to receiving complaints from interested third parties regarding the compliance of PROLAB clients who have obtained certification from us.
Who qualifies as a third party?
Customers of Certificate Holders
Customers of PROLAB clients, as holders of certificates issued by PROLAB, may submit complaints related to non-conformities in products certified by PROLAB.
National Standardization Agency (BSN)
BSN may submit complaints regarding violations of regulations related to accreditation or other provisions carried out by PROLAB.
Regulators may submit complaints concerning regulatory violations or identified non-conformities based on sampling tests of products certified by PROLAB.
Relevant Regulators
1.Submitting a Complaint
Client Submit your complaint in writing via email to :
2.COMPLAINT VALIDATION
PROLAB Record and review submitted complaints.
3.Investigation Team Setup
PROLAB Form an investigation team consisting of personnel not involved in the certification activities being complained about.
4.Complaint Investigation
The investigation team conducts an inquiry into the submitted complaint to identify the root cause of the issue.
5.Complaint Follow-up
PROLAB Implement appropriate corrective and preventive actions based on the identified root cause.
6.Verification
The investigation results and follow-up actions are verified by PROLAB personnel not involved in the investigation process and submitted to management for approval.
7.Follow-up Communication
The investigation results and follow-up actions taken by PROLAB are communicated to the client who submitted the complaint to obtain their confirmation of acceptance.
If you would like more information or want to find out how we can assist you, please contact us directly:
info@prolab-sertifikasi.com
+622263172040
www.prolab-sertifikasi.com