Our Company
Company Policies
We take pride in providing our customers with the highest level of customer service and professional expertise. There may be times, however, when you may not be 100% satisfied and it is important for us to know so that we can continue to improve on our own mission. The following document explains the steps that you may follow if such a situation were to occur.
Procedure - Appeals, Complaints & Disputes
1.0 Purpose and Scope
This procedure defines the United Registrar Services (URS) responsibilities for handling appeals, complaints and disputes concerning the certification system activities or decisions, and the maintenance of relative records. URS requires that appeals, complaints and disputes are submitted in writing to the attention of the URS manager.
2.0 References
- ISO 17021: Conformity assessment — Requirements for bodies providing audit and certification of management systems
3.0 Responsibilities
The URS Manager will receive, acknowledge, and take appropriate action to resolve each written complaint. Resolutions will be communicated in writing to the individual filing the complaint and records will be maintained in the URS office.
4.0 Applicable Documents
- Procedure URS-006, Records
- Procedure URS-014, Misuse of a Certification
- Procedure URS-015, Suspension of Certification
5.0 Procedure
5.1 All appeals, complaints and disputes communicated to URS will be addressed by the Managing director and Quality system Manager or designee in a timely manner. The cause will be determined and appropriate action will be implemented. Resolutions may include corrective actions relative to the URS certification process.
5.2 If the complaint cannot be resolved, the client may request a registration transfer or certification cancellation.
URS shall verify client management system corrective action records regarding complaints from customers or other third parties in a special audit or in a subsequent surveillance or recertification audit.
Procedure - Conflict of Interest & Threats to Impartiality
1.0 Purpose
This procedure describes the measures that United Registrar Services (URS) and its employees and agents undertake to avoid activities, such as consulting, which would constitute a conflict of interest, threats to impartiality or cause suspicion with the certification program of a client and URS
2.0 Scope
Potential threats to URS impartiality and conflicts of interest that URS and its certification personnel can incur.
3.0 References
- ISO 17021: Conformity assessment — Requirements for bodies providing audit and certification of management systems
4.0 Responsibilities
URS management is commitment to safeguard and protect impartiality in all of our management system certification activities. This commitment is posted publicly to let it be known that URS understands the importance of impartiality in carrying out management system certification activities, and that we manage conflict of interest to ensure the objectivity of its management system certification activities.
The URS manager has overall responsibility for hiring, training, and developing certification personnel and in providing appropriate controls and inferences therein to the avoidance of conflict of interest. Lead auditors are responsible for assuring that no potential for conflict exists upon the selection of audit team members for a client's certification program.
5.0 Applicable Documents
- Procedure URS-002, Client Guidelines for the Certification of Quality Systems
- Procedure URS-004, Certification Personnel
- Procedure URS -008, Certification of Quality Systems
- Procedure URS-033, Independence Flow Chart
6.0 Procedure
URS and certification personnel are committed to the identification and avoidance of potential situations regarding conflict of interest.
Auditors must refrain, in client certification audits, from giving explicit advice on the design or alteration of quality assurance systems unless it is needed in pointing out shortcomings and regarded as essential in connection with the audit. To avoid even the perception of a conflict of interest or impartiality t, URS will, under no circumstances, provide certification services to a particular client where URS, its employees, and its agents have supplied