Policy on Independence and Impartiality
DQS South Africa, its assessment and review personnel are obliged to conduct their evaluations and reviews with the highest professional reliability and the required technical knowledge and competence. By way of internal regulations and processes, they are protected and at all times remain free from any possible influence with regards to their evaluation or review of results, especially from persons or groups interested in the results of the respective evaluation or review. This also applies without any restrictions to any possible influence of financial nature.
DQS South Africa warrants the independence of its personnel in charge of the reviews. The volume of payment to any person taking part in the certification decision making is neither related to the number of reviews conducted, nor is it related to the review results.
DQS South Africa commits itself to impartiality in the conduction of its certification activities and ensures that any conflicts of interest are identified, analysed and eliminated, so that the objectivity of its certification activities is fulfilled at all times. The detailed DQS South Africa Policy on the Independence and Impartiality shall be provided on request
The DQS Impartiality Committee consists of representatives from interested parties, associations, clients and customers of clients, whose main function is to ensure the impartiality of DQS (Pty) Ltd. in accordance with ISO/IEC 17021:2011. This committee meets twice annually to conduct a review of the impartiality of the audit, certification and decision-making process of DQS as a certification body. The Impartiality Committee can be contacted on the customer feedback page regarding any impartiality-related complaints or queries.
As of the November 2016 Impartially Committee meeting all member unanimously agreed that DQS South Africa remains impartial.
Policy on Handling Complaints and Appeals
The management of the DQS South Africa commits itself to an effective, efficient and customer-oriented treatment of complaints and appeals. The procedure for handling complaints and appeals is well known by all personnel and is accessible to customers and other interested parties. Our goal is to work on complaints to the satisfaction of the complainant by way of applying a customer-oriented approach.
Feedback from customers, which also includes complaints, is considered an opportunity for improvement of our services. For this reason, DQS South Africa is open to all feedback, including complaints, and shows an appropriate commitment during processing of complaints and actions taken.