Handling Complaints and Appeals (ISO 17020 Clause 7.5)

Introduction

Clients don’t always agree with your inspection results. ISO 17020 distinguishes between a Complaint (dissatisfaction with service) and an Appeal (request to reconsider a decision).

The Process

1. Receipt: Acknowledge receipt of the complaint/appeal.
2. Validation: Is it valid? Does it relate to inspection activities?
3. Investigation: Gather facts.
4. Decision: What is the outcome?
5. Communication: Inform the appellant/complainant.

Independence is Key

The decision on the appeal must be made by, or reviewed and approved by, individual(s) not involved in the original inspection activities.