Handling of Complains and Appeals and Impartiality Management

Complaints and disputes

Every organization and entity has the right to file a complaint against the department's management or Standards Institution of Israel's controller over any process or party related to the services that the department provides, which are not performed to the complainant's satisfaction. The complaint will be handled per the Standards Institution of Israel's procedures. An immediate response will be issued within seven working days and the final written response will be sent to the complainant with thirty working days from the date the complaint was received.
Of the complainant is not satisfied with the response, it may file an appeal with the Quality and Certification Committee. The Quality and Certification Committee chairman will appoint an independent representative to handle the appeal with seven days from the day the appeal is received, and will send the final and reasoned response to the appellant within thirty days.
A customer's complaint against another customer or a third party affiliated with the Standards Institution of Israel will be considered as a dispute and will be also be handled per the complaints procedure. The parties to the disputes will submit the relevant documents for the purpose of settling the dispute. If necessary, the Standards Institution of Israel will consult with an expert to handle the dispute.

Appeals

It is possible to file an appeal of any decision by an auditor or team leader to the department management. The appeal will be submitted in writing and specify the reasons. Management will respond to the appellant in writing within seven working days from the day the appeal is received.
The stakeholders below reserve the right to file an appeal of the manager's decision to award or reject certification, or against the manager's decision to cancel an existing certification: a) of the organization; b) of any entity that may be affected by the decision

For further details
Klaris Asis – complaints and appeals manager
email: asisklaris@sii.org.il

Impartiality management

We are committed to impartial and objective handing of certification activities.
We identify, analyze, and document cases of a possible conflict of interests in the certification processes and relations derived from it. Subjects in principle and specific questionnaires will be send to the Impartiality Committee, whose job is to supervise case of bias.
We do not issue certifications if there is concern of a lack of objectivity or conflict of interests.
We do not provide certification services to other organizations engaged in management systems certification.
The Quality and Certification Branch does not provide consultancy services to or internal audits of organizations that it certifies.
We do not outsource audits.
We do not offer package deals that include consulting and certification.
We guarantee that auditors who previously provided consultancy service to an organization will not participate in the certification process for that organization, unless more than three years has passed.
We work hard against any external risk that might affect the objectivity of our work. We work to ensure that the team operates impartially and without bias and we will not permit conflicts of interests, whether financial or commercial, in the certification process. Department employees are instructed to report any instance that might jeopardize the organization's impartiality.
The QCD work is based on a Code of Ethics.

At least once a year, the validity of the QCD management is examined. The results are documented and forwarded to the Impartiality Committee.

For further details
Ms. Lihi Maor, committee secretary
email: lihimaor@sii.org.il