抱怨和申訴程序 / Complaints and Appeals

 1 目的
鼎標國際有限公司建立並實施一種評估、審查和最終確定客戶抱怨或申訴的方法。
2 範圍
涵蓋對顧客提出的各種抱怨或申訴的評估。
3 定義
• 申訴：TOP-ISO 的客戶要求重新考慮TOP-ISO 所做的任何決定。
• 抱怨：TOP-ISO 客戶對TOP-ISO 活動表示不滿，並期望得到回應。
4 申請
4.1 接收抱怨和申訴
4.1.1 TOP-ISO 服務交付的每個階段（接收申請、審核、審批流程等）或服務完成後都可以收到抱怨和申訴。
4.1.2 TOP-ISO透過網站https://topiso.com.tw/向社會公開其抱怨和申訴接收及評估程序，客戶可以在網站上存取抱怨和申訴程序。
4.1.3 以書面形式並透過面對面、電話、電子郵件等線上溝通管道接收抱怨和申訴。
4.1.4 對於無法以書面形式收到的抱怨和申訴，由作為接收此抱怨和申訴的TOP-ISO成員填寫《申訴-抱怨處理報告》隨後提出。
4.2 抱怨和申訴評估及解決
4.2.1 若抱怨發生在申訴審核階段，TOP-ISO 審核員將情況寫入報告中，並填寫《申訴-抱怨處理報告》。
4.2.2 如果向TOP-ISO提出抱怨後，該抱怨無法解決，審核員則會將情況轉發給TOP-ISO 執行長或最高領導層並由其裁決，並與該客戶共同溝通找出最佳解決辦法。
4.2.3 如果抱怨人對抱怨和申訴問題上的處理感到不滿意，並希望利用他/她的上訴權利，則該問題的解決改由「執行長或最高領導層」負責。
4.3 認可培訓機構客戶抱怨的評估
4.3.1 TOP-ISO對於收到的來自批准培訓機構服務的組織或個別客戶的抱怨，首先會向抱怨對象的組織或個人索取有關抱怨的訊息。
4.3.2 對收到的資訊進行查證與評估，評估的主要內容是抱怨的重要性以及可能不合規的範圍和嚴重程度。
4.3.3 在這種情況下，如果不合格達到重大不合格級別，或者組織或個人無法向TOP-ISO提供針對不合格的糾正措施，則相關客戶將被納入特殊處理範圍。
4.3.4 如果發現可能不合格的嚴重程度處於輕微程度，並且發現組織或個人針對抱怨採取的糾正措施是充足的，則客戶抱怨以及與抱怨相關的所有記錄將再後續的監督過程中進行詳細檢查。
4.4 保密
4.4.1 TOP-ISO 收到的所有抱怨、申訴和申請都是絕對保密的，且處理的審核員皆須符合TOP-ISO的行為準則，在任何情況下都不會向第三方提供資訊。如果司法機關要求提供訊息，我們將知會相關客戶。 

Complaints and Appeals Procedure

1. Purpose

TOP-ISO International Limited has established and implemented a method for assessing, reviewing, and ultimately determining the resolution of customer complaints or appeals.

2. Scope

This procedure covers the evaluation of various complaints or appeals raised by customers.

3. Definition

• Appeal: A request by a customer to reconsider any decision made by TOP-ISO International Limited.

• Complaint: The customer expressed dissatisfaction with TOP-ISO's activities and expected a response.

4. Application

4.1 Receiving Complaints and Appeals

4.1.1 Complaints and appeals can be received at any stage of service delivery (application reception, review, approval process, etc.) or after the service has been completed.

4.1.2 TOP-ISO International Limited publicly discloses its complaints and appeals reception and evaluation procedures on its website https://topiso.com.tw/. Customers can access the complaints and appeals procedure on the website.

4.1.3 Complaints and appeals are received in writing and through face-to-face, telephone, email, and other online communication channels.

4.1.4 For complaints and appeals that cannot be received in writing, a TOP-ISO member responsible for receiving the complaint or appeal will complete the "Appeal-Complaint Handling Report" and submit it.

4.2 Evaluation and Resolution of Complaints and Appeals

4.2.1 If a complaint arises during the appeal review stage, the TOP-ISO auditor will document the situation in a report and complete the "Appeal-Complaint Handling Report."

4.2.2 If a complaint submitted to TOP-ISO International Limited cannot be resolved, the auditor will forward the situation to the TOP-ISO International Limited CEO or top management for resolution. They will communicate with the customer to find the optimal solution.

4.2.3 If the complainant is dissatisfied with the handling of the complaint and wishes to take advantage of his/her right to appeal, then the resolution of the issue is the responsibility of the "CEO or top leadership".

4.3 Evaluation of Customer Complaints from Approved Training Institutions

4.3.1 TOP-ISO International Limited will first request information about the complaint from the organization or individual customer who has been approved for the services of the training institution.

4.3.2 Verification and evaluation of the information received, focusing on the significance of the complaint and the scope and severity of possible potentialnon-compliance.

4.3.3 In such cases, if the non-conformance reaches a major non-conformance level, or if the organization or individual is unable to provide corrective action against the non-conformance to TOP-ISO, then the relevant customer will be subjected to special handling.

4.3.4 If the severity of the potential non-compliance is found to be minor and the corrective action taken by the organization or individual in response to the complaint is found to be sufficient, then the customer complaint and all related records will be thoroughly reviewed in subsequent monitoring processes.

4.4 Confidentiality

4.4.1 All complaints, appeals, and applications received by TOP-ISO International Limited are strictly confidential, and the auditors handling them comply with the conduct code of TOP-ISO. Under no circumstances will information be provided to third parties. We will inform the relevant customer If information is required by judicial authorities.